Optimalisasi Kualitas Layanan Transportasi Publik: Pendekatan Model P-Transqual dalam Mengevaluasi Kinerja di PO. Moedah

https://doi.org/10.35912/simo.v5i2.3620
Published: Oct 21, 2024

Abstract:

Purpose: This study aims to quantify and scrutinize the caliber of public transportation services through meticulous application of the Public Transportation Quality (P-TRANSQUAL) framework.
Methodology: The proposed research method involves a qualitative approach that integrates the use of Public Transportation Service Quality (PTSQ) and fishbone diagrams. The research population consisted of users of PO Moedah services, selected randomly based on predetermined inclusion criteria, including diverse age groups, gender, occupation, and monthly income range.
Results: The empirical findings suggest that, while functionally proficient, the public transportation services administered by PO Moedah are not immune to deficiencies, warranting remedial intervention.
Conclusions: He need for public transportation services in Indonesia is very high because people want time efficiency and a reduction in problems such as congestion and accidents.
Limitations: The study was limited by subjective customer opinions and potential sample bias due to inclusion criteria such as age and income. Additionally, the findings are specific to PO Moedah's area and offer only a snapshot in time, limiting the generalizability and long-term relevance.
Contribution: This study offers practical insights for PO Moedah to improve services and demonstrates the use of the P-TRANSQUAL framework to assess public-transportation quality. It highlights the importance of customer satisfaction and promotes sustainable urban transportation by addressing key issues, such as fuel consumption and traffic congestion.

Keywords:
1. Public Transportation
2. PTRANSQUAL
3. Performance
4. Service Quality
Authors:
1 . Dunga Dwi Barinta
2 . Yetty Dwi Lestari
3 . Ariefky Pramudya Kharisma
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How to Cite
Barinta, D. D., Lestari, Y. D., & Kharisma, A. P. (2024). Optimalisasi Kualitas Layanan Transportasi Publik: Pendekatan Model P-Transqual dalam Mengevaluasi Kinerja di PO. Moedah . Studi Ilmu Manajemen Dan Organisasi, 5(2), 353–363. https://doi.org/10.35912/simo.v5i2.3620
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Issue & Section
Vol. 5 No. 2 (2024): Oktober
Articles
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  1. Adil, A., Sapar, S., & Jasman, J. (2023). The Effect Of Job Appraisal And Job Training 0n Employee Performance At Pt. Bank Sulselbar Luwu. Journal Of Multidisciplinary Academic Business Studies, 1(1), 81-88.
  2. Afriyani, N., Indrayani, I., Indrawan, M. G., Wibisono, C., & Ngaliman, N. (2023). The Influence Of Training, Discipline, And Innovation On The Performance Of Members Of The Regional National Crafts Council (Dekranasda) In Tanjungpinang City: A Quantitative Study. Journal Of Multidisciplinary Academic Business Studies, 1(1), 53-70.
  3. Alam, S., Ramadhani, W. P., & Patmaniar, P. (2023). Transformasi Digital Umkm Di Indonesia Selama Pandemi. Journal Social Society, 3(2), 140-156. Doi:Https://Doi.Org/10.54065/Jss.3.2.2023.344
  4. Anggetha, D. A., & Albari, A. (2024). Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Kepuasan Pelanggan Dan Niat Pembelian Sewa Kost Di Singgahsini Mamikos. Jurnal Akuntansi, Keuangan, Dan Manajemen, 5(4), 543-551. Doi:10.35912/Jakman.V5i4.3473
  5. Anwar, Z. (2016). Keterkaitan Antara Pelanggaran Lalu-Lintas Dan Motivasi Keselamatan Pada Pengemudi. Inquiry: Jurnal Ilmiah Psikologi, 7(1).
  6. Ardha, N. B. D., Riwajanti, N. I., & Haris, Z. A. (2023). Fishbone Diagram: Application Of Root Cause Analysis In Internal Audit Planning. International Journal Of Financial, Accounting, And Management, 5(3), 297-309.
  7. Bello, K. B., Jusoh, A., & Md Nor, K. (2021). Relationships And Impacts Of Perceived Csr, Service Quality, Customer Satisfaction And Consumer Rights Awareness. Social Responsibility Journal, 17(8), 1116-1130.
  8. Chen, S.-H., & Shun, Y.-L. (2023). Integrating Importance-Satisfaction Model And Performance Evaluation Matrix To Improve Service Quality. International Journal Of Financial, Accounting, And Management, 5(3), 373-386.
  9. Dam, S. M., & Dam, T. C. (2021). Relationships Between Service Quality, Brand Image, Customer Satisfaction, And Customer Loyalty. The Journal Of Asian Finance, Economics And Business, 8(3), 585-593.
  10. Effendy, M. L., Sari, M. I., & Hermawan, H. (2021). Pengaruh Strategi Promosi Melalui Media Sosial, Kualitas Pelayanan, Dan Word Of Mouth Terhadap Loyalitas Pelanggan Pada Warung Kopi Cak Kebo. E-Journal Ekonomi Bisnis Dan Akuntansi, 8(2), 107.
  11. Hendrayani, L., Wibisono, C., & Satriawan, B. (2024). Influence Of Work Facilities, Competency, Communication On Business Participants' Satisfaction Through Service Quality As A Variable Intervening At Investment And One Door Opening Service Of The Province Of The Riau Island Government. Journal Of Multidisciplinary Academic Business Studies, 1(4), 969-983.
  12. Indriyani, A. (2020). Manajemen Sdm Dalam Upaya Meningkatkan Mutu Dan Kualitas Pelayanan Di Ridwan Institute Cirebon. Syntax, 2(8), 346-362. Doi: Https://Doi.Org/10.46799/Syntax-Idea.V2i8`.495
  13. Ismiyati, I., Firdaus, M., & Arubusman, D. A. (2016). Manajemen Pemeliharaan Bus Transjakarta Dalam Mencapai Standar Pelayanan Minimum. Jurnal Manajemen Transportasi & Logistik (Jmtranslog), 3(2), 185-203.
  14. Law, C. C., Zhang, Y., & Gow, J. (2022). Airline Service Quality, Customer Satisfaction, And Repurchase Intention: Laotian Air Passengers’ Perspective. Case Studies On Transport Policy, 10(2), 741-750.
  15. Lestari, W. F., Isnurhadi, I., & Maulana, A. (2024). Pengaruh Kualitas Sistem Kualitas Layanan Dan Pemasaran Relasional Terhadap Loyalitas Pengguna Bsb Mobile Pada Bank Sumsel Babel Syariah Palembang Dengan Kepuasan Pengguna Sebagai Variabel Intervening. Jurnal Akuntansi, Keuangan, Dan Manajemen, 6(1), 295-314. Doi:10.35912/Jakman.V6i1.4217
  16. Marcos, A. M. B. D. F., & Coelho, A. F. D. M. (2022). Service Quality, Customer Satisfaction And Customer Value: Holistic Determinants Of Loyalty And Word-Of-Mouth In Services. The Tqm Journal, 34(5), 957-978.
  17. Muliyanto, M., Indrayani, I., Satriawan, B., Ngaliman, N., & Catrayasa, I. W. (2023). The Influence Of Competence, Motivation, And Work Culture On Employee Performance Through Self-Efficacy As An Intervening Variable For Medical Support Employees Regional General Hospital Tanjungpinang City. Journal Of Multidisciplinary Academic Business Studies, 1(1), 1-12.
  18. Murti, I., & Hariyoko, Y. (2024). Analisis Swot (Strengths, Weaknesses, Opportunities And Threats) Pada Peningkatan Pelayanan Transportasi Umum Di Surabaya. Praja Observer: Jurnal Penelitian Administrasi Publik (E-Issn: 2797-0469), 4(06), 63-74. Doi:Https://Doi.Org/10.69957/Praob.V4i06.1676
  19. Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact Of Service Quality, Customer Satisfaction And Switching Costs On Customer Loyalty. The Journal Of Asian Finance, Economics And Business, 7(8), 395-405.
  20. Noventa, O. C. (2024). Transformasi Digital Perbankan: Implikasi Kualitas Layanan Terhadap Loyalitas Pelanggan. Reviu Akuntansi, Manajemen, Dan Bisnis, 4(2), 235-247. Doi:10.35912/Rambis.V4i2.4138
  21. Nugraha, R., Varlitya, C. R., Judijanto, L., Adiwijaya, S., Suryahani, I., Murwani, I. A., . . . Fatmah, F. (2024). Green Economy: Teori, Konsep, Gagasan Penerapan Perekonomian Hijau Berbagai Bidang Di Masa Depan: Pt. Sonpedia Publishing Indonesia.
  22. Nuryanti, B. L., Hanifah, A. P., & Cahyadi, A. I. (2023). How Business Digitalization Can Effect The Entrepreneurial Growth. International Journal Of Financial, Accounting, And Management, 4(4), 449-462.
  23. Parlindungan, P., & Nainggolan, E. P. (2024). Analisis Penggunaan Sistem Informasi Akuntansi Dalam Mengoptimalkan Pengendalian Biaya Operasional. Bursa: Jurnal Ekonomi Dan Bisnis, 3(3), 135-144. Doi:Https://Doi.Org/10.59086/Jeb.V3i3.585
  24. Rezkita, K. A., & Tristiyono, B. (2019). Pengembangan Desain Interior Minibus Untuk Shuttle Travel Rute Bandara. Jurnal Sains Dan Seni Its, 7(2), 84-89.
  25. Udodiugwu, M. I., Eneremadu, K. E., Obiakor, U. J., Okeke, O. V., & Njoku, C. O. (2023). Digital Marketing And Customer Behaviour In The Retail Sector Of Nigeria. Journal Of Digital Business And Marketing, 1(1), 25-47.
  26. Wahiddiyah, N. P., Fadilah, N. R., Zafira, D. Z., Lestari, A. S., Alwafi, M. R., & Yuliani, S. (2024). Transportasi Publik Meningkatkan Ekonomi Hijau Secara Berkelanjutan Di Jakarta. Jurnal Multidisiplin Ilmu Akademik, 1(3), 543-557. Doi:Https://Doi.Org/10.61722/Jmia.V1i3.1569
  27. Zairina, S., Wibisono, C., Ngaliman, N., Indrayani, I., & Satriawan, B. (2023). The Influence Of Product Quality, Prices, And Promotions On Buyer Decisions In The Small And Medium Industry Handicrafts Of Tanjungpinang City. Journal Of Multidisciplinary Academic Business Studies, 1(1), 13-25.