Analisis Kualitas Pelayanan Pada Sistem Angkutan Umum Massal (SAUM) Trans Metro Pekanbaru

Yusyanti, Reni Fitri (2022) Analisis Kualitas Pelayanan Pada Sistem Angkutan Umum Massal (SAUM) Trans Metro Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Trans Metro is one of the transportation trhat is supervised by the Pekanbaru City Transportation Office, namelt The UPTD Urban Transport Management (Trans Metro Pekanabruy) in order to meet the needs of public transportation service is not in Pekanbaru City. Comunities can use this transportation service to facilitate their activities in travel. However, Trans Metro Pekanbaru in providing transportation services is not in accordance with the expectations desired by the comunity. It can be seen from the few complaints from the public. This sudy aims to determine the factors that affect the quality of Trans Metro Pekanabru Services using five indicators namely Reliability, Responsiveness, Assurance, Physical Evidence, and Empathy. This research uses a quantitative approach and a type of descriptive study with questionnaire, interview, observation and documentation data collection techniques. The results of this study, that the Quality Of Trans Metro Pekanbaru Public Services by UPTD Urban Transport ( Trans Metro) has not been done well. It can be seen several factors that influence, among others, the lack of concern for stewards towards passengers, facilities and infrastructure at bus stop that are minimal and also the lack of responsiveness of complaints/criticism from the public to the Trans Metro UPTD.

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