Analisis persepsi wisatawan terhadap kualitas pelayanan di po 27 trans

Akmal, Muhammad Syahir (2026) Analisis persepsi wisatawan terhadap kualitas pelayanan di po 27 trans. Undergraduate thesis, Politeknik Negeri Jember.

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Abstract

Transportation is an essential component of tourism as it connects tourists with destinations while influencing travel comfort, safety, and overall travel experience. PO 27 Trans, an intercity and interprovincial bus company (AKAP), continuously strives to improve its service quality. However, several issues remain, including travel delays, vehicle disruptions, and inconsistencies in service delivery. This study aims to analyze tourists' perceptions of the service quality provided by PO 27 Trans based on the SERVQUAL approach and to identify the service quality dimensions receiving the highest and lowest evaluations. This research employed a quantitative method with a descriptive approach. The study involved 100 tourists selected through purposive sampling. Data were collected using a Likert-scale questionnaire that had met the validity and reliability requirements and were analyzed using descriptive statistics with the assistance of IBM SPSS Statistics 26. The findings indicate that tourists' overall perception of PO 27 Trans's service quality falls into the very good category. All five SERVQUAL dimensions received positive evaluations, namely tangible with a total mean score of 17.81%, reliability with a total mean score of 22.19%, responsiveness with a total mean score of 17.83%, assurance with a total mean score of 17.92%, and empathy with a total mean score of 22.35%. Among these dimensions, empathy received the highest evaluation, while tangible received the lowest evaluation, indicating the need for improvements in the company's social media, website, and the visual attractiveness of its ticket booking system. Overall, the service quality of PO 27 Trans has met tourists' expectations. Nevertheless, continuous service improvements are necessary to maintain customer satisfaction and enhance the company's competitiveness

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