ANALISIS KUALITAS PELAYANAN TRANSPORTASI UMUM DAMRI MEDAN
Abstract
Public transportation plays an important role in supporting urban community mobility. DAMRI, as one of the public transportation service providers in Medan City, is required to deliver high-quality services in order to meet the needs and expectations of its users. This study aims to analyze the service quality of DAMRI public transportation in Medan and to determine the level of passenger satisfaction with the services provided. The research method used is a descriptive quantitative approach, with data collected through questionnaires distributed to DAMRI Medan service users. Service quality analysis is conducted using five service quality dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The results indicate that overall, the service quality of DAMRI Medan is in the good category; however, several aspects still need improvement, particularly punctuality and facility comfort. This study is expected to provide DAMRI Medan with evaluative input to improve service quality and enhance public transportation user satisfaction.
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