SERVICE QUALITY EVALUATION OF TRANS JATIM BUS STOPS  ON CORRIDOR I

Hairil Fausan Lutfi Anwar; Amalia Nur Adibah; Andi Syaiful Amal; Afizah Ayob

doi:10.21009/jpensil.v15i1.62767

Authors

Hairil Fausan Lutfi Anwar Civil Engineering Program, Faculty of Engineering, University of Muhammadiyah Malang
Amalia Nur Adibah Civil Engineering Program, Faculty of Engineering, University of Muhammadiyah Malang
Andi Syaiful Amal Civil Engineering Program, Faculty of Engineering, University of Muhammadiyah Malang
Afizah Ayob Faculty of Civil Engineering Technology, University Malaysia Perli

DOI:

https://doi.org/10.21009/jpensil.v15i1.62767

Keywords:

Bus Rapid Transit, Bus Stop, Service Quality, Kano Model

Abstract

This research aims to evaluate the quality of Trans Jatim Corridor I Bus stop services from the users’ perspective and their conformity with the Regulation of the Minister of Transportation No. 27 of 2015. The study employed a mixed-methods approach with a sequential explanatory design, conducted at 33 bus stops from July to October 2025. Data was collected through questionnaires of 100 users and checklist observations, then analyzed using the Kano Model and Importance-Satisfaction Analysis. The results revealed significant gaps between existing conditions and regulatory standards, especially in the aspects of safety (36.36% compliance) and comfort facilities (65.76% compliance). Kano Model analysis identified 10 priority attributes requiring optimization, most of which were classified as must-be or one-dimensional, with the level of satisfaction in the category of surplus and excellent. Improvement priority recommendations are focused on fulfilling fundamental attributes to improve user satisfaction and overall quality of bus stop service.

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