Student satisfaction with the performance of Surabaya school buses

Abstract

School transportation facilities in the city of Surabaya are increasingly being upgraded to serve the needs of education. In 2019, there have been 7 School Bus units operating in several points in South, East, North and West Surabaya. The addition of this mode is intended to fulfill and facilitate the journey of the citizens of Surabaya to school; in addition, to reduce the number of students using private vehicles to school. However, to find out the interests of school bus users, it is necessary to know the performance of school bus services and passenger satisfaction. This study aims to measure the performance and service of school buses, as well as the level of student satisfaction. Data collection in this study uses several methods, namely questionnaire survey, observations and interviews. The data were analyzed using two methods, namely descriptive analysis with standard public service calculations and the Importance Performance Analysis method. Based on the results of the analysis, the performance of the Surabaya School Bus was categorized as “Good”. At the level of satisfaction, there are 5 attributes considered important, 7 attributes have good performance, 1 attribute is not prioritized, and 3 attributes have good performance but are not considered important.