The Effect Of Service Quality Towards Customer Satisfaction In Jakarta (Case Study: Minimum Service Standards)

Ade Choirul Zulham, T R Fathullah, A A Suryobuwono, H Sampurna

Abstract


Minimum service standards (SPM) are government regulations regarding safety and the feasibility of vehicles operated must be fulfilled. if not, the vehicle may not be operated, while other minimum requirements that must be in the vehicle include the exit, entrance, tire or curtain rail, handrails, driver's entrance, safety belt, and electrical or audio facilities. The purpose of this study research was to determine the effect of minimum service standards on the customer's satisfaction in public transportation. The research method used is quantitative and the method of collecting data used a field survey by questionnaire. the analysis method is gap analysis. research results: (1) the application of minimum service standards on angkot; (2) customer satisfaction with minimum service standards; (3) the effect of minimum service standards on customer satisfaction.


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References


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DOI: https://doi.org/10.25292/atlr.v2i0.227

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Advances in Transportation and Logistics Research

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Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

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