PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN JASA TRANSPORTASI TRANS JOGJA
DOI:
https://doi.org/10.30738/ed_en.v8i2.4582Keywords:
Tangiable, Reability, Responsiveness, Assurance, Emphaty, dan Kepuasan KonsumenAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh lima dimensi kualitas pelayanan menurut model SERVQUAL tangible, reliability, responsiveness, assurance, dan empathy terhadap kepuasan konsumen pengguna layanan Trans Jogja. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui kuesioner yang disebarkan secara offline kepada 100 responden yang dipilih melalui teknik accidental sampling. Data dianalisis menggunakan bantuan aplikasi SPSS melalui uji validitas, reliabilitas, asumsi klasik, dan regresi linier berganda. Hasil pengujian menunjukkan bahwa empat dari lima dimensi tangible, responsiveness, assurance, dan empathy berpengaruh signifikan terhadap kepuasan konsumen. Dimensi assurance menjadi faktor paling dominan dalam memengaruhi kepuasan, sementara reliability tidak menunjukkan pengaruh signifikan. Temuan ini menegaskan pentingnya aspek kepercayaan, responsivitas, perhatian personal, dan bukti fisik dalam menciptakan kepuasan pelanggan. Penelitian ini juga menggarisbawahi pentingnya peningkatan kualitas sumber daya manusia dalam pelayanan publik, khususnya dalam aspek-aspek yang bersifat emosional dan relasional. Keterbatasan penelitian terletak pada lingkup objek yang sempit dan pendekatan kuantitatif semata, sehingga disarankan adanya pengembangan penelitian lanjutan dengan pendekatan mixed methods dan perluasan konteks studi.
Downloads
Download data is not yet available.
References
Agustina, A. (2017). Analisis Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa
Transportasi Bus Trans Jogja. 11(1), 92–105.
Ardane, W. D., Bagus, I., Udayana, N., & Diansepti Maharani, B. (2021). The Effect of
Utilitarian Value and Hedonic Value on Loyalty Through Satisfaction in Shopee’S ECommerce (Case Study on Students of the Faculty of Economics, University of
Sarjanawiyata Tamansiswa). Business and Accounting Research (IJEBAR) Peer
Reviewed-International Journal, 5(2), 541–549. https://jurnal.stieaas.ac.id/index.php/IJEBAR
Berry, L. L., & Parasuraman, A. (1990). Delivering quality service: balancing customer
perceptions and expectations. New York: Free Press; London: Collier Macmillan.
Cahya, A. D., Putri, P. N., Pangesti, R. D., & Wahyuningsih, S. (2021). Effect Of Financial
Performance, Business Risk, And Sales Growth On Capital Structure. Jurnal Riset Bisnis
Dan Manajemen, 14(2), 92–100.
Cahyani, P. D., Susanto, & Nurullaila. (2021). The Effect of Brand Image, Product Quality and
Consumer Satisfaction on Consumer Loyalty (Case Study of Bu Widodo’S Gudeg
Restaurant in Wijilan). International Journal of Economics, Bussiness and Accounting
Research (IJEBAR), 5(3), 1889–1900. https://jurnal.stie-aas.ac.id/index.php/IJEBAR%0A
Candra Krisna, A., & Widyastuti, H. (2020). Analisis Kinerja Operasional Bus Rapid Transit.Jurnal Ekobis Dewantara Vol. 8 No. 2 Mei 2025
1197
Teknik ITS, 9(2), 278–283.
Chandra, F. Y. T., Udayana, I. B. N., & Dwicahyani, P. (2021). The Effect Of Service Quality,
Disconfirmation, Customer Satisfaction On Customer Loyalty On Naavagreen Beauty
Clinicservices In Yogyakarta. Business and Accounting Research (IJEBAR) Peer
Reviewed-International Journal, 5(4), 696–710. https://jurnal.stieaas.ac.id/index.php/IJEBAR
Dwijayanti, R. M. P. (2010). Pengaruh Merek dan Kualitas Produk Terhadap Kepuasan,
Kepercayaan, dan Loyalitas Konsumen Studi Kasus Pada Mahasiswa Universitas Sanata
Dharma Yogyakarta. Skripsi Pada Program Studi Manajemen Fakultas Ekonomi
Universitas Sanata Dharma Yogyakarta.
Fang, Y. H., Chiu, C. M., & Wang, E. T. G. (2011). Understanding customers’ satisfaction and
repurchase intentions: An integration of IS success model, trust, and justice. Internet
Research, 21(4), 479–503. https://doi.org/10.1108/10662241111158335
Hermuningsih, S., Kari, F., Rahmawati, A. D., & Prajnanta, F. (2024). the Role of Profitability
As a Channel on Influencing the Effect of Macroeconomics on Stock Returns in the
Indonesian Stock Exchange During the Covid-19 Pandemic. International Journal of
Business and Society, 25(1), 242–259. https://doi.org/10.33736/ijbs.6909.2024
Hermuningsih, S., Sari, P. P., & Rahmawati, A. D. (2022). Has there been a Change in the Need
for Additional Funds due to Covid 19? Influencing Factors. Jurnal Analisis Bisnis
Ekonomi, 20(1), 65–74.
Hermuningsih, S., Sari, P. P., & Rahmawati, A. D. (2023). The Influence Of Foreign And
Domestic Investors On The Price And Volume Of Stocks The Indonesian Stock Exchange:
Testing January Effect. International Journal of Accounting, Management, Economics
and Social Sciences (IJAMESC), 1(6), 755–777.
Jasmine, P. D. (2024). Pengaruh Tangible dan Empathy Terhadap Kepuasan Konsumen pada
PT . Trans Armada Indonesia , Jakarta Utara. Jurnal Publikasi Ilmu Manajemen, 3(3), 1–
12.
Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson Education.
Kusumawardhani, R., Rinofah, R., & Rukmana, D. (2021). Google trend and stock market:
Does it matter? Journal of Innovation in Business and Economics, 5(02), 85–92.
Lovelock, C. H., & Wirtz, J. (2004). Services marketing: People, technology, strategy.
Mardikawati, W., & Farida, N. (2013). Pengaruh Nilai Pelanggan Dan Kualitas Layanan
Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus
Efisiensi (Studi Po Efisiensi Jurusan Yogyakarta-Cilacap). Jurnal Administrasi Bisnis,
2(1), 64–75.
Mira, M., Djunaedi, D., & Lestari, R. (2020). Analisis pengaruh kualitas pelayanan (pada
dimensi reliability, responsiveness, assurance, empathy dan tangible) terhadap loyalitas
konsumen dengan kepuasan konsumen sebagai variabel intervening. RISK: Jurnal Riset
Bisnis Dan Ekonomi, 1(2), 100–116.
Parasuraman, A., Details, P. author, & ; Zeithaml, Valarie A; Berry, L. L. (1988). Servqual: A
Multiple-Item Scale For Measuring Consumer Perc - ProQuest. Springer International
Publishing, 9(10), 1–13.
https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837
PT. Jogja Tugu Trans. (2021). BTS Trans Jogja.
Sugiarto, A., Susilawati, S., & Hidayat, R. (2021). Sistem Informasi Pendaftaran Pendampingan
Legalisasi Produk Umkm Provinsi Banten Berbasis Web Menggunakan Metode Sdlc Pada
Pkph Unma Banten. International Journal Mathla’ul Anwar of Halal Issues, 1(2), 64–70.
https://doi.org/10.30653/ijma.202112.27
Sutari, I., & Herlina, S. (2020). Analisis Pengaruh Kualitas Layanan terhadap Kepuasan
Pelanggan Menggunakan Jasa Transportasi Trans Jogja di Kota Yogyakarta.
Journal.Ukrim.Ac.Id, 2(1), 1–9. http://www.ejsitjournal.com/index.php/ejsit/article/view/94/81%0Ahttp://www.divaportal.org/smash/get/diva2:232162/fulltext01.pdf%0Ahttp://ejournals1.undip.ac.id/index.php/jme
Thio, S. (2001). Membangun Service Quality Untuk Mencapai Kepuasan Konsumen Di
Industri Hospitality. Jurnal Manajemen Dan Kewirausahaan, 3(1), 61–71.
Tjiptono, F. (2017). Service Quality and Satisfaction (Edisi Kedu).
Udayana, I. B. N., & Farida, N. (2020). the Role of Customer Networking Capability
Effectiveness in Enhancing the Salespeople’S Performance in Small and Medium
Enterprises. ASEAN Marketing Journal, 12(1), 30–40.
https://doi.org/10.21002/amj.v12i1.12889
Widyatami, L. E., Wardani, D. K., & Wiguna, A. A. (2021). Competitive and comparative
advantages analysis of organic rice farming in Sumberjambe sub-district Jember regency.
IOP Conference Series: Earth and Environmental Science, 672(1).
https://doi.org/10.1088/1755-1315/672/1/012029
Wuryano, G., Ruspitasari, W., & Handoko, Y. (2024). Pengaruh Tangible, Emphaty,
Reliability, Responsiveness Dan Assurance Terhadap Kepuasan Konsumen Di Swalayan
Luwes Pati. Jurnal Ilmiah Riset Aplikasi Manajemen, 2(1), 613–618.
https://doi.org/10.32815/jiram.v2i1.47
Transportasi Bus Trans Jogja. 11(1), 92–105.
Ardane, W. D., Bagus, I., Udayana, N., & Diansepti Maharani, B. (2021). The Effect of
Utilitarian Value and Hedonic Value on Loyalty Through Satisfaction in Shopee’S ECommerce (Case Study on Students of the Faculty of Economics, University of
Sarjanawiyata Tamansiswa). Business and Accounting Research (IJEBAR) Peer
Reviewed-International Journal, 5(2), 541–549. https://jurnal.stieaas.ac.id/index.php/IJEBAR
Berry, L. L., & Parasuraman, A. (1990). Delivering quality service: balancing customer
perceptions and expectations. New York: Free Press; London: Collier Macmillan.
Cahya, A. D., Putri, P. N., Pangesti, R. D., & Wahyuningsih, S. (2021). Effect Of Financial
Performance, Business Risk, And Sales Growth On Capital Structure. Jurnal Riset Bisnis
Dan Manajemen, 14(2), 92–100.
Cahyani, P. D., Susanto, & Nurullaila. (2021). The Effect of Brand Image, Product Quality and
Consumer Satisfaction on Consumer Loyalty (Case Study of Bu Widodo’S Gudeg
Restaurant in Wijilan). International Journal of Economics, Bussiness and Accounting
Research (IJEBAR), 5(3), 1889–1900. https://jurnal.stie-aas.ac.id/index.php/IJEBAR%0A
Candra Krisna, A., & Widyastuti, H. (2020). Analisis Kinerja Operasional Bus Rapid Transit.Jurnal Ekobis Dewantara Vol. 8 No. 2 Mei 2025
1197
Teknik ITS, 9(2), 278–283.
Chandra, F. Y. T., Udayana, I. B. N., & Dwicahyani, P. (2021). The Effect Of Service Quality,
Disconfirmation, Customer Satisfaction On Customer Loyalty On Naavagreen Beauty
Clinicservices In Yogyakarta. Business and Accounting Research (IJEBAR) Peer
Reviewed-International Journal, 5(4), 696–710. https://jurnal.stieaas.ac.id/index.php/IJEBAR
Dwijayanti, R. M. P. (2010). Pengaruh Merek dan Kualitas Produk Terhadap Kepuasan,
Kepercayaan, dan Loyalitas Konsumen Studi Kasus Pada Mahasiswa Universitas Sanata
Dharma Yogyakarta. Skripsi Pada Program Studi Manajemen Fakultas Ekonomi
Universitas Sanata Dharma Yogyakarta.
Fang, Y. H., Chiu, C. M., & Wang, E. T. G. (2011). Understanding customers’ satisfaction and
repurchase intentions: An integration of IS success model, trust, and justice. Internet
Research, 21(4), 479–503. https://doi.org/10.1108/10662241111158335
Hermuningsih, S., Kari, F., Rahmawati, A. D., & Prajnanta, F. (2024). the Role of Profitability
As a Channel on Influencing the Effect of Macroeconomics on Stock Returns in the
Indonesian Stock Exchange During the Covid-19 Pandemic. International Journal of
Business and Society, 25(1), 242–259. https://doi.org/10.33736/ijbs.6909.2024
Hermuningsih, S., Sari, P. P., & Rahmawati, A. D. (2022). Has there been a Change in the Need
for Additional Funds due to Covid 19? Influencing Factors. Jurnal Analisis Bisnis
Ekonomi, 20(1), 65–74.
Hermuningsih, S., Sari, P. P., & Rahmawati, A. D. (2023). The Influence Of Foreign And
Domestic Investors On The Price And Volume Of Stocks The Indonesian Stock Exchange:
Testing January Effect. International Journal of Accounting, Management, Economics
and Social Sciences (IJAMESC), 1(6), 755–777.
Jasmine, P. D. (2024). Pengaruh Tangible dan Empathy Terhadap Kepuasan Konsumen pada
PT . Trans Armada Indonesia , Jakarta Utara. Jurnal Publikasi Ilmu Manajemen, 3(3), 1–
12.
Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson Education.
Kusumawardhani, R., Rinofah, R., & Rukmana, D. (2021). Google trend and stock market:
Does it matter? Journal of Innovation in Business and Economics, 5(02), 85–92.
Lovelock, C. H., & Wirtz, J. (2004). Services marketing: People, technology, strategy.
Mardikawati, W., & Farida, N. (2013). Pengaruh Nilai Pelanggan Dan Kualitas Layanan
Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus
Efisiensi (Studi Po Efisiensi Jurusan Yogyakarta-Cilacap). Jurnal Administrasi Bisnis,
2(1), 64–75.
Mira, M., Djunaedi, D., & Lestari, R. (2020). Analisis pengaruh kualitas pelayanan (pada
dimensi reliability, responsiveness, assurance, empathy dan tangible) terhadap loyalitas
konsumen dengan kepuasan konsumen sebagai variabel intervening. RISK: Jurnal Riset
Bisnis Dan Ekonomi, 1(2), 100–116.
Parasuraman, A., Details, P. author, & ; Zeithaml, Valarie A; Berry, L. L. (1988). Servqual: A
Multiple-Item Scale For Measuring Consumer Perc - ProQuest. Springer International
Publishing, 9(10), 1–13.
https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837
PT. Jogja Tugu Trans. (2021). BTS Trans Jogja.
Sugiarto, A., Susilawati, S., & Hidayat, R. (2021). Sistem Informasi Pendaftaran Pendampingan
Legalisasi Produk Umkm Provinsi Banten Berbasis Web Menggunakan Metode Sdlc Pada
Pkph Unma Banten. International Journal Mathla’ul Anwar of Halal Issues, 1(2), 64–70.
https://doi.org/10.30653/ijma.202112.27
Sutari, I., & Herlina, S. (2020). Analisis Pengaruh Kualitas Layanan terhadap Kepuasan
Pelanggan Menggunakan Jasa Transportasi Trans Jogja di Kota Yogyakarta.
Journal.Ukrim.Ac.Id, 2(1), 1–9. http://www.ejsitjournal.com/index.php/ejsit/article/view/94/81%0Ahttp://www.divaportal.org/smash/get/diva2:232162/fulltext01.pdf%0Ahttp://ejournals1.undip.ac.id/index.php/jme
Thio, S. (2001). Membangun Service Quality Untuk Mencapai Kepuasan Konsumen Di
Industri Hospitality. Jurnal Manajemen Dan Kewirausahaan, 3(1), 61–71.
Tjiptono, F. (2017). Service Quality and Satisfaction (Edisi Kedu).
Udayana, I. B. N., & Farida, N. (2020). the Role of Customer Networking Capability
Effectiveness in Enhancing the Salespeople’S Performance in Small and Medium
Enterprises. ASEAN Marketing Journal, 12(1), 30–40.
https://doi.org/10.21002/amj.v12i1.12889
Widyatami, L. E., Wardani, D. K., & Wiguna, A. A. (2021). Competitive and comparative
advantages analysis of organic rice farming in Sumberjambe sub-district Jember regency.
IOP Conference Series: Earth and Environmental Science, 672(1).
https://doi.org/10.1088/1755-1315/672/1/012029
Wuryano, G., Ruspitasari, W., & Handoko, Y. (2024). Pengaruh Tangible, Emphaty,
Reliability, Responsiveness Dan Assurance Terhadap Kepuasan Konsumen Di Swalayan
Luwes Pati. Jurnal Ilmiah Riset Aplikasi Manajemen, 2(1), 613–618.
https://doi.org/10.32815/jiram.v2i1.47
Downloads
Published
2025-05-28
Issue
Section
Articles
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
