Innovation of Service Quality in City Bus Transportation
Available Online July 2016.
- https://doi.org/10.2991/icpm-16.2016.38How to use a DOI?
- Transportation; Service Quality; Partnership
- 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.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
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 - https://doi.org/10.2991/icpm-16.2016.38 ID - Setyowati2016/07 ER -