Analisa Tingkat Kepuasan Penumpang Bus Trans Metro Deli terhadap Kualitas Pelayanan dengan Menggunakan Metode SEM (Structural Equation Modelling)

Abstract

The level of mobility of people living in big cities is much higher than people living in rural areas or suburbs. The city of Medan is the third largest city in Indonesia, where the level of need is getting higher, encouraging people to always be fast, so a tool is needed to move in the shortest possible time. The city of Medan needs a means of transportation that is friendly, safe, easy, and cheap to support urban progress. The Medan City Government presents Bus Rapid Transit (BRT), namely the Trans Metro Deli Bus as an answer to the complexity of congestion in the city of Medan. Because this is a new mode of transportation, in providing services for passenger satisfaction, the Trans Metro Deli Bus still needs to be addressed, for example, the bus fleet is still in the upgrading stage, the lack of bus stops or shelters, at every stop there are frequent seizures of passengers who want to get on or off. from the bus, and much more. This study is to see how service quality can support the satisfaction of Trans Metro Deli Bus passengers, and by using the SEM (Structural Equation Model) method. Researchers get different values of satisfaction from the quality of service. The more dominant variable among service quality is the affordability variable of 89.5%, and the smaller variable is the equivalence variable of 47.6%. Passengers who use buses daily are passengers aged 21-30, because on average they have been educated to reduce the use of private vehicles.