SERVICE QUALITY EVALUATION OF TRANS JATIM BUS STOPS ON CORRIDOR I

The Trans East Java Bus is a Bus Rapid Transit (BRT)-based mass transportation service developed to improve the quality of public transportation services in the Gerbangkertosusila area. One of the key elements that plays a role in shaping public satisfaction and interest in using public transportation is the quality of bus stops as the main supporting facilities. This study aims to assess the existing condition and service quality of the Trans Jatim Bus Corridor I (Porong-Surabaya-Gresik) bus stop based on user perception, as well as to assess the level of conformity with the Regulation of the Minister of Transportation Number 27 of 2015 concerning Minimum Service Standards for Road-Based Mass Transportation. The method used in this study is mixed methods with sequential explanatory design. Data collection was carried out through the distribution of questionnaires to Trans East Java Bus users and field observations using the checklist of bus stop facilities. Data analysis was carried out by applying the Kano Model and Importance–Satisfaction Analysis to identify the characteristics of service attributes and determine improvement priorities. The analysis of the evaluation results indicates that comprehensively, the condition of the Trans Jatim Corridor I bus stop has not reached the set safety and comfort feasibility parameters. In the safety dimension, the level of compliance was identified as low; Only two bus stops (6.06%) fully met all the standard criteria, while a significant percentage, 75.75% of stops, showed achievement below the 50% mark. Furthermore, the presence of security personnel was only detected at three bus stops (9.09%). On the other hand, the lighting aspect showed a relatively more satisfactory situation, with availability at 31 stops (87.87%), although data on safety incidents could only be accessed at two stops (6.06%). Continuing on the dimension of comfort, the biggest deficiency lies in temperature regulation, where 27 bus stops (81.81%) failed to meet applicable standards, and only two bus stops (6.06%) were equipped with related facilities. In contrast, the level of cleanliness showed good performance, with 31 stops (93.93%) meeting the standard. The floor size is considered adequate in the proportion of around 87.88% of stops, but there is a crucial issue where 100% of the stops have not optimized the design to facilitate the ease of passenger movement when boarding and disembarking. Satisfaction assessments indicate that service suitability is in the average range of 70–80%, which implies a performance deficit, especially related to convenience, dissemination of service information, and ease of access. Through the application of the Kano Model analysis, improvement efforts are classified into three main levels of superiority. Thus, Priority I pays attention to fundamental attributes related to security and information delivery; Priority II focuses on increasing the waiting area and the substance of service information; while Priority III includes additional features such as wireless connectivity and charging facilities. In the context of strategic design, interventions are primarily directed at Priorities I and II, considering that these two categories play a role as the most vital determinants that directly affect the aspects of security, accessibility, and the foundation of user satisfaction