USER SATISFACTION ANALYSIS OF TRANS JATIM CORRIDOR I PUBLIC TRANSPORTATION ON THE SIDOARJO–SURABAYA–GRESIK ROUTE

Abstract

Trans Jatim Corridor 1, serving the Sidoarjo–Surabaya–Gresik route, is a public transportation mode connecting sub-urban regions with Surabaya's economic center, and represents the longest corridor among Trans Jatim's routes at 72 kilometers. This study aims to analyze the spatial characteristics of users and their satisfaction levels regarding the Trans Jatim Corridor 1 bus service. A quantitative descriptive method was employed, involving 100 respondents obtained through observation and questionnaires conducted on June 29–30, 2026 at Porong and Bunder Terminals. User satisfaction was analyzed using five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) through Gap Analysis, comparing perceived performance and expectation values. The results show that users are dominated by residents of Sidoarjo Regency, Surabaya City, and Gresik Regency, with 68% of trips being routine for school/college and work/business purposes. The SERVQUAL Gap analysis revealed that the Reliability dimension had the largest negative gap (-0.41), particularly in departure/arrival punctuality and schedule consistency indicators, while Tangibles and Responsiveness showed slight negative gaps (-0.02). Conversely, the Assurance (+0.11) and Empathy (+0.06) dimensions showed positive gaps, representing the service's main strengths. This study recommends improving operational punctuality and bus stop facility conditions as priorities for service enhancement.

Keywords: Trans Jatim, user satisfaction, SERVQUAL, Gap Analysis, public transportation