Title:
The Influence of Facilities and Services of the Department of Transportation on Customer Satisfaction of Bus Rapid Transit (BRT) in the City of Banjarmasin

Authors:
Anthonius J. Karsudjono, Apippudin Adnan, Fitriana Andriasih, Abdul Kadir, Indonesia

Abstract:

The purpose of this research aims to analyze and test the Transportation Department's facilities and services on Bus Rapid Transit (BRT) customer satisfaction in Banjarmasin City simultaneously, partially and dominantly. This research design is quantitative using a research instrument, namely a questionnaire distributed to 98 respondents. Data analysis techniques use classical assumption tests including normality tests, multicollinearity tests and heteroscedasticity tests as well as multiple regression analysis. This analysis uses a statistical program, namely SPSS version 25. The results of this research found a relationship between facilities, service and customer satisfaction of 94.3%. The research results also show that simultaneously facilities and services have a significant effect, while partially facilities have no effect and services have an effect on BRT customer satisfaction. Service has a dominant influence on BRT customer satisfaction in Banjarmasin City.

DOI: https://doi.org/10.51505/IJEBMR.2024.8303