Quality and Safety Analysis of Integrated Bus Services and Feeder Transport in Surabaya, Indonesia

The Surabaya city government has developed public transportation through integrated bus services and feeder transport. These transportation systems include Trans Semanggi, Suroboyo Bus, and Wira Wiri Surabaya. The challenge facing these transportation programs is the low level of public participation in using public transportation. This research aims to provide a comprehensive investigation of the perceived service quality of integrated public transportation in Surabaya by combining the RESCA and SERVQUAL frameworks. The study contributes by highlighting service quality gaps across five customized dimensions and offering practical insights to improve user satisfaction and increase public transport usage. Each RESCA dimension incorporates RATER dimensions. Data collection was obtained from user evaluations of integrated bus services and feeder transportation in Surabaya through fifty-two questionnaire items. The assessment is obtained from the difference between respondent satisfaction and public transportation performance. Research findings indicate that one attribute received a neutral value, the comfort of the payment system, meaning respondents' expectations have been met. One attribute received a positive value, sufficient aisle/leg room, indicating that the aisle/leg space width exceeds respondents' expectations. Fifty attributes received negative gap values, suggest persistent disparities between respondents' expectations and satisfaction regarding integrated bus and feeder transportation services in Surabaya. The three attributes with the highest negative gap values are waiting facility (-0.37), staff response during emergency conditions (-0.3), and integration with other transportation modes (-0.25). Improvement efforts are necessary to increase public interest in using public transportation in Surabaya.