Factors Affecting Service Quality

Oct 13, 2025 by magicalceylontours.com 27 views

Introduction

The government's efforts to overcome congestion in urban areas have led to innovative solutions in the form of busway transportation. One of the key initiatives in this case is the regulation issued by the Province of North Sumatra, namely Regulation No. 25 of 2008, which includes mainstay areas such as Medan, Binjai, and Deli Serdang, known as Mebidang. In 2015, this regulation gave birth to public transportation services known as Trans Mebidang buses. This service is expected to provide comfort and satisfaction to the public, making it a preferred choice for transportation. Therefore, the quality of service becomes the main focus to ensure that people feel happy and satisfied in utilizing the transportation services.

The purpose of this study is to analyze the level of community satisfaction with the quality of services provided by Trans Mebidang and to evaluate how much influence the quality of this service has on the level of community satisfaction. In this study, a quantitative approach was used to determine the relevant sample magnitude. The data analysis method used is multiple linear regression.

Background of the Study

The increasing number of vehicles on the road has led to congestion in urban areas, making it difficult for people to move around. The government has implemented various solutions to overcome this problem, including the development of public transportation systems. One of the key initiatives in this case is the regulation issued by the Province of North Sumatra, which includes mainstay areas such as Medan, Binjai, and Deli Serdang, known as Mebidang. The regulation aims to provide a comfortable and efficient public transportation system for the community.

The Trans Mebidang bus service was introduced in 2015 as a public transportation system in the Mebidang area. The service is expected to provide comfort and satisfaction to the public, making it a preferred choice for transportation. However, the quality of service provided by the Trans Mebidang bus management has a significant impact on the level of community satisfaction. Therefore, it is essential to analyze the level of community satisfaction with the quality of services provided by Trans Mebidang and to evaluate how much influence the quality of this service has on the level of community satisfaction.

Methodology

This study uses a quantitative approach to determine the relevant sample magnitude. The data analysis method used is multiple linear regression. The study aims to analyze the level of community satisfaction with the quality of services provided by Trans Mebidang and to evaluate how much influence the quality of this service has on the level of community satisfaction.

Factors Affecting Service Quality

Service quality can be measured from several key factors, including:

Reliability: How much service can be relied on, including timeliness and consistency in service.
Responsivity: The ability of officers to provide assistance and respond to complaints from passengers quickly.
Guarantee: Expertise and knowledge of officers, as well as their attitudes that can cause security for passengers.
Empathy: The level of attention given to passengers to understand their needs and expectations.
Tangible: Physical quality of vehicles, facilities, and the environment that supports services.

In the context of the Trans Mebidang bus, the increase in each of the above factors greatly influences the people's decision to use the service. For example, if the bus fleet is always in good condition and on time, then the possibility of the community will continue to use this service even greater.

Results

The results of this study indicate that the quality of the Trans Mebidang bus service has a big impact on the level of community satisfaction. With an average satisfaction value of 4.1 and the influence of service quality which reached 87.1%, it can be concluded that improving service quality must be a top priority for Trans Mebidang management. This will not only increase community satisfaction, but also contribute to reducing congestion in cities included in the Mebidang area. Good service quality will make people feel more comfortable in using public transportation and encourage more people to switch from private vehicles to public transportation.

Conclusion

The results of this study indicate that the quality of the Trans Mebidang bus service has a significant impact on the level of community satisfaction. With an average satisfaction value of 4.1 and the influence of service quality which reached 87.1%, it can be concluded that improving service quality must be a top priority for Trans Mebidang management. This will not only increase community satisfaction, but also contribute to reducing congestion in cities included in the Mebidang area. Good service quality will make people feel more comfortable in using public transportation and encourage more people to switch from private vehicles to public transportation.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve Service Quality: Trans Mebidang management must prioritize improving service quality to increase community satisfaction and reduce congestion in cities included in the Mebidang area.
Increase Reliability: Trans Mebidang management must ensure that the bus fleet is always in good condition and on time to increase reliability and consistency in service.
Enhance Responsivity: Trans Mebidang management must ensure that officers are able to provide assistance and respond to complaints from passengers quickly to increase responsivity.
Guarantee Expertise and Knowledge: Trans Mebidang management must ensure that officers have the necessary expertise and knowledge to provide security for passengers.
Empathy: Trans Mebidang management must ensure that officers are able to understand the needs and expectations of passengers to increase empathy.

By implementing these recommendations, Trans Mebidang management can improve service quality and increase community satisfaction, ultimately contributing to reducing congestion in cities included in the Mebidang area.

Q: What is the purpose of this study?

A: The purpose of this study is to analyze the level of community satisfaction with the quality of services provided by Trans Mebidang and to evaluate how much influence the quality of this service has on the level of community satisfaction.

Q: What is the methodology used in this study?

A: This study uses a quantitative approach to determine the relevant sample magnitude. The data analysis method used is multiple linear regression.

Q: What are the key factors that affect service quality?

A: Service quality can be measured from several key factors, including:

Reliability: How much service can be relied on, including timeliness and consistency in service.
Responsivity: The ability of officers to provide assistance and respond to complaints from passengers quickly.
Guarantee: Expertise and knowledge of officers, as well as their attitudes that can cause security for passengers.
Empathy: The level of attention given to passengers to understand their needs and expectations.
Tangible: Physical quality of vehicles, facilities, and the environment that supports services.

Q: What are the results of this study?

A: The results of this study indicate that the quality of the Trans Mebidang bus service has a big impact on the level of community satisfaction. With an average satisfaction value of 4.1 and the influence of service quality which reached 87.1%, it can be concluded that improving service quality must be a top priority for Trans Mebidang management.

Q: What are the recommendations of this study?

A: Based on the findings of this study, the following recommendations are made:

Improve Service Quality: Trans Mebidang management must prioritize improving service quality to increase community satisfaction and reduce congestion in cities included in the Mebidang area.
Increase Reliability: Trans Mebidang management must ensure that the bus fleet is always in good condition and on time to increase reliability and consistency in service.
Enhance Responsivity: Trans Mebidang management must ensure that officers are able to provide assistance and respond to complaints from passengers quickly to increase responsivity.
Guarantee Expertise and Knowledge: Trans Mebidang management must ensure that officers have the necessary expertise and knowledge to provide security for passengers.
Empathy: Trans Mebidang management must ensure that officers are able to understand the needs and expectations of passengers to increase empathy.

Q: What are the implications of this study?

A: The implications of this study are that improving service quality is essential to increase community satisfaction and reduce congestion in cities included in the Mebidang area. By implementing the recommendations of this study, Trans Mebidang management can improve service quality and increase community satisfaction, ultimately contributing to reducing congestion in cities included in the Mebidang area.

Q: What are the limitations of this study?

A: The limitations of this study are that it only focuses on the quality of service provided by Trans Mebidang and does not consider other factors that may affect community satisfaction, such as the price of the service or the availability of alternative transportation options.

Q: What are the future research directions?

A: Future research directions may include:

Investigating the impact of service quality on community satisfaction in other cities or regions.
Examining the relationship between service quality and other factors that affect community satisfaction.
Developing and testing interventions to improve service quality and increase community satisfaction.

By addressing these research directions, future studies can build on the findings of this study and provide a more comprehensive understanding of the relationship between service quality and community satisfaction.