Modeling for Services Evaluation of Trans Bus at Surabaya Based on User's Perspective

Transportation is one of the problems faced by many countries with a high population with limited urban areas and road capacity. Another problem with the transportation system is the poor quality of services. Surabaya is one of several most populated cities in Indonesia. According to data from the Central Statistics Agency in 2018, the population in Surabaya reached 2.89 million with a population density of 8,844 people per KM2. The Government already took action about this issue. They would like to build an urban transportation system which is the trans bus, namely Suroboyo Bus. This is a pilot project from the Government to reduce congestion in Surabaya by using plastic waste as innovation payment. To build a good urban transportation system, good services of quality is a must to be implemented. Therefore, it is necessary to evaluate service quality in a measured, structured, and comprehensive way. SEM (Structural Equation Modeling) will be suited to this problem because it can accommodate the complexity of evaluation models with many constructs and indicators. Besides, SEM can provide results to the core of the research, so that researchers can determine the weight of each indicator. In the end, the researcher can provide accurate recommendations for improving the quality of services. There will be 350 respondents which are then processed through AMOS. A model is built using 28 indicators with 8 independent variables and 1 dependent variable (user satisfaction). Based on the calculation results, it shows that the model has met the assumptions and fit after the first modification was made. The output obtained is that 3 independent variables already had a positive influence on user satisfaction. Meanwhile, 5 other independent variables become input and suggestions for improvement to service providers. The five variables are connectivity, information, time, friendliness, and security.