DIMENSI KUALITAS JASA PUBLIC TRANSPORTATION

The service company faces problem more complexity than manufacture because customer is involved in the process. As a result, study about service quality is an interesting area. The purpose of this research is to design the dimension of service quality in public transportation. Collecting data used questionnaire designed through FGD, in-depth interview, and panelist team. After the draft of questionnaire is reviewed by face validity, it was distributed to 400 participants who have took the campus bus. There were 243 data that were further analyzed after screening process be completed. Exploratory factor analysis (EFA), convergent validity, discriminant validity, and SEM Lisrel were applied to examine the dimension of service quality. The results showed that there is four dimension of service quality, namely: reliability; crew’s attitude; onboard amenity; and operational performance. The score’s AVE of each dimension is 0.686; 0.654; 0.508; and 0.618 respectively. Furthermore, the score of RMSEA is 0.060; SRMR is 0.052; and GFI is 0.91, it means the dimension’s construction is fit. Key Words: Service Quality, Public Transportatio