Innovation of Service Quality in City Bus Transportation

DOI

10.2991/icpm-16.2016.38How to use a DOI?

Keywords

Transportation; Service Quality; Partnership

Abstract

The existence of city bus public transportation is very important and desirable to those having no transportation vehicle or incapable of riding their own vehicle. The objective of research was to find out the innovation of service quality in public transportation particularly city bus in Surakarta. The research method was mix method with Exploratory Sequential strategy. The study on the innovation of service quality through partnership was analyzed using qualitative method, while service quality using statistic descriptive by considering five dimensions of quality (Reliability, Accessibility, Comfortable, Assurance and Tangible, totally 14 attributes). Technique of analyzing data used was Importance and Performance. The result of research showed that through partnership in managing city bus, service quality of city bus public transportation had been good, because 6 attributes were in B quadrant, in which there was a high compatibility between user expectation and service performance.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Kristina Setyowati
PY  - 2016/07
DA  - 2016/07
TI  - Innovation of Service Quality in City Bus Transportation
BT  - Proceedings of the 2016 International Conference on Public Management (ICPM 2016)
PB  - Atlantis Press
SP  - 133
EP  - 135
SN  - 2352-5428
UR  - https://doi.org/10.2991/icpm-16.2016.38
DO  - 10.2991/icpm-16.2016.38
ID  - Setyowati2016/07
ER  -