Analisis Kualitas Pelayanan Publik Pada Sistem Angkutan Umum Massal (SAUM) Trans Metro Kota Pekanbaru

Trans Metro is one of the transportation that is supervised by the Pekanbaru City Transportation Office, namely the UPTD Urban Transport Management (Trans Metro Pekanbaru) in order to meet the needs of public transportation services in Pekanbaru City. Communities can use this transportation service to facilitate their activities in travel. However, Trans Metro Pekanbaru in providing transportation services is not in accordance with the expectations desired by the community. It can be seen from the few complaints from the public. This study aims to determine how precisely the quality of Trans Metro Pekanbaru services and to determine the factors that affect the quality of Trans Metro Pekanbaru services using five indicators namely Reliability, Responsiveness, Assurance, Physical Evidence, and Empathy. This research uses a quantitative approach and a type of descriptive study with questionnaire, interview, observation and documentation data collection techniques. The results of this study, that the Quality of Trans Metro Pekanbaru Public Services by UPTD Urban Transport (Trans Metro) has not been done well. It can be seen several factors that influence, among others, the lack of concern for stewards towards passengers, facilities and infrastructure at bus stops that are minimal and also the lack of responsiveness of complaints / criticism from the public to the Trans Metro UPTD