Analisis Kinerja Bus Trans Jatim Koridor VI Terminal Porong Sidoarjo – Terminal Kertajaya Mojokerto Berdasarkan Persepsi Penumpang

Trans Jatim Bus Corridor VI serves the route from Porong Terminal, Sidoarjo, to Kertajaya Terminal, Mojokerto. However, observations indicate inconsistent travel times, suboptimal air conditioning, and limited bus stop facilities. This study aims to analyze passenger satisfaction, evaluate service compliance with Standard Operating Procedures (SOPs), and identify priority aspects of safety and security. A 41-item questionnaire based on the five SERVQUAL dimensions was distributed to 100 passengers, determined using Slovin's formula with a 10% margin of error and accidental sampling. The data were analyzed using validity and reliability tests, gap analysis, and Importance Performance Analysis (IPA). All questionnaire items were found to be valid and reliable. All 41 indicators showed positive gap values ranging from 0.07 to 0.77, with an average expectation score of 4.67, a performance score of 4.34, and a conformity level of 92.9%. Six attributes were identified in Quadrant I, namely disability seating, smoke-free buses, schedule punctuality, foldable disability seats, and corridor safety. The largest safety and security gaps were identified in insurance coverage (0.51) and bus stop safety (0.46). These findings indicate that although the overall service conformity level is relatively high, several aspects still require improvement. The main priorities include facilities for passengers with disabilities, travel schedule punctuality, passenger safety, and security guarantees throughout the journey. This study provides valuable insights for the management of Trans Jatim Bus Corridor VI in evaluating and improving service quality based on passengers' needs and perceptions.