Service Quality of Public Terminal Users in UPT-LLAJ East Java

Sukesi, Sukesi (2018) Service Quality of Public Terminal Users in UPT-LLAJ East Java. In: Proceedings of the 15th International Symposium on Management (INSYMA 2018). Atlantis Press. ISBN 978-94-6252-475-0

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Official URL: https://www.atlantis-press.com/proceedings/insyma-...

Abstract

A bus terminal is a public transportation infrastructure that is designated for the arrival or departure of passengers and the loading or dropping off of goods, Morlok (2005). From January 1 st , 2017, the management of a B- type terminal for Inter-City Bus Transportation (AKDP) began to be handled by the Provincial Traffic and Land Trans- portation (LLAJ). Proportional random sampling was used to select 107 Larangan terminal users and 106 Bunder ter- minal users. 9 variables and 29 indicators of the qualitative descriptive method used showed that the service quality of Larangan terminal is GOOD with the highest score of bus terminal staff behavior variable (V7) are the indicators of staff attention and reliability of the staffs. The service quality of Bunder terminal is also GOOD with the highest score of the variable of bus terminal staff behavior (V7) are the indicators of hospitality and friendliness. It is recommended to optimize the utilization of the waiting room facilities as well as do the renovation of the terminal facilities to provide safety and convenience for the terminal users .

Item Type: Book Section
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Aditya Masruri
Date Deposited: 07 Dec 2020 11:54
Last Modified: 07 Dec 2020 11:54
URI: http://repository.unitomo.ac.id/id/eprint/3080

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