Strategi penetapan harga dan kualitas pelayanan pada buas trans palu
Hajar,Niluh Putu Sindi Sri Depi,Nurul Magfirah,Beatris Sudamara,Sri Wanti

S1 Management Faculty of Economics and Business Tadulako University

Abstract

A good public transport system for passenger transportation has proven to be a catalyst in transforming cities into more livable and sustainable ones. Designing a customer oriented public transport system according to customer demand requires knowledge of customer needs and what the public transport service provider provides. In this case the Trans Palu Bus is an integrated highway bus-based public transport service launched by the Palu City Government. The service is procured in partnership with a private business entity under a Buy The Service scheme. The purpose of this program is to improve the accessibility and convenience of public transportation in Palu City, as well as to integrate with inter-city transportation nodes. The purpose of this research is to explore the dimensions that influence the measurement of service quality improvement from the user^s perspective by using the literature search method from the internet, books, journal articles and related standards to identify service quality.The analysis was carried out descriptively. The results of the literature search show that many researchers in the world have developed service quality measurements based on the SERVQUAL theory of customer perception, namely (1) reliability, (2) responsiveness, (3) assurance, (4) direct evidence, and (5) empathy. This dimension is used as an independent variable in terms of user perceptions that will build a measure of the performance offered by the service provider in this case the Palu city government.

Keywords: Service quality,Transportation

Topic: Operation Management