Evaluasi Tingkat kepuasan Suroboyo Bus Rute Purabaya - Terminal Bratang Berdasarkan Standar Pelayanan Minimum (SPM) Tahun 2015

Maharani, Adinda Putri (2026) Evaluasi Tingkat kepuasan Suroboyo Bus Rute Purabaya - Terminal Bratang Berdasarkan Standar Pelayanan Minimum (SPM) Tahun 2015. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

Urban public transportation plays an important role in supporting community mobility and realizing a sustainable transportation system. The government has established Minimum Service Standards (SPM) as a benchmark for the quality of public transportation services that include aspects of security, safety, comfort, equality, and regularity. However, there is still a gap between the established service standards and user perceptions of the services received. This study aims to evaluate the level of satisfaction of Suroboyo Bus passengers on the Purabaya – Bratang Terminal route based on Minimum Service Standards (SPM) using the Importance Performance Analysis (IPA) method. This study uses a quantitative approach with a survey method by distributing questionnaires to 100 respondents. Data were analyzed using validity tests, reliability tests, analysis of the level of importance, level of satisfaction, level of suitability, and Importance Performance Analysis (IPA). The results show that the characteristics of passengers are dominated by women aged 17–25 years, are students, domiciled in Surabaya City, use Suroboyo Bus 2 – 4 times per week, and have travel destinations to educational areas. The average value of the level of service importance is 3.43, while the average value of the level of satisfaction is 3.22. The service conformity rate reached 94%, indicating that Suroboyo Bus services have approached passenger expectations, although gaps remain in several service attributes. The Importance Performance Analysis (IPA) results indicate that service improvement strategies need to focus on optimizing accessibility for people with disabilities and maintaining the quality of service attributes that have met user expectations through regular operational evaluations. Keywords: Passenger Satisfaction, Suroboyo Bus, Minimum Service Standards (SPM), Punctuality, Accessibility, Importance Performance Analysis (IPA).

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Estikhamah, Fithri	NIDN0014068404	fithri.ts@upnjatim.ac.id
Thesis advisor	Alfiansyah, Achmad Dzulfikar	NIDN0011059402	achmad.d.ts@upnjatim.ac.id

Subjects:

T Technology > TA Engineering (General). Civil engineering (General)

Divisions:

Faculty of Engineering > Departement of Civil Engineering

Depositing User:

Adinda Putri Maharani

Date Deposited:

21 Jul 2026 07:06

Last Modified:

21 Jul 2026 08:34

URI:

https://repository.upnjatim.ac.id/id/eprint/57064