p–ISSN: 2723 - 6609 e-ISSN: 2745-5254

Vol. 5, No. 9 September 2024 http://jist.publikasiindonesia.id/

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3275

The Effect of Service Quality on Passenger Satisfaction at PT

Titisan Sang Pangeran (Tispa)

Yessie Aryanty

, Aslamia Rosa

*, Zakaria Wahab

, Marlina Widiyanti

Universitas Sriwijaya, Indonesia

Email:

*Correspondence

ABSTRACT

Keywords: quality of

service; passenger

satisfaction; transportation

services.

This study aims to analyze the influence of service quality

on passenger satisfaction at PT Titisan Sang Pangeran

(Tispa). The research method used is a quantitative method

with the distribution of questionnaires to 300 Tispa

passengers during 2023. The results showed that service

quality had a positive and significant influence on passenger

satisfaction with a correlation coefficient of 0.734 and an R

Square of 0.588. This means that 58.8% of the variation in

passenger satisfaction can be explained by the quality of

service provided. The most influential factors in service

quality are vehicle facilities, service responsiveness, and

employee friendliness. In conclusion, improving the quality

of service can increase passenger satisfaction at PT Titisan

Sang Pangeran.

Introduction

Along with the times, in the current era, transportation is a necessity that cannot be

separated from people's lives in carrying out daily activities. When carrying out their

activities, the community urgently needs a mode of transportation that is efficient in time

and cost. This is to the demands of today's life which emphasizes people to be disciplined

in terms of using time as best as possible, thus creating a mindset that time is one of the

reasons for society to ensure the mode of transportation that will be used to carry out

mobility. (Ishaya et al., 2020).

PT Titisan Sang Pangeran better known as Tispa is a company engaged in land

transportation services. Tispa serves the people of South Oku Regency who want to travel

to various destinations outside the region. Tispa counters are located in Muara Dua,

Palembang, and Greater Jakarta. This vehicle has a characteristic orange color. The usual

destinations for this vehicle are from Muara Dua to Lampung and Greater Jakarta. In

addition, Tispa also serves the destination of Muara dua to Palembang. This vehicle is

classified as luxurious and modern in this day and age. In addition to complete facilities

such as reclining seats, air conditioning, toilets, music, karaoke, and supporting facilities

such as pillows and blankets, the driver and conductor are also friendly. Tispa provides

Yessie Aryanty, Aslamia Rosa, Zakaria Wahab, Marlina Widiyanti

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3276

large buses, medium buses, and Hiace, L300, and Elf vehicles (https://putra-muaradua

.blogspot. com /2018/ 03/tispa-titisan-sang-pangeran.html, 2023).

Good service quality is an effort that can be used by companies in facing

competition in the field of services that are closely related to customer satisfaction.

Service quality is a customer assessment of the excellence or privilege of a product or

service as a whole. (Sardi et al., 2022). The quality of service expected by consumers is

adequate facilities, good service, comfort, security, tranquility, and satisfactory results so

the management must think about how the quality of good service at this time can

continue to develop for the sake of smoothness in the future. (Setyawan & Prayudista,

2023). Efforts to improve service quality will be very effective if improving service

quality is a daily goal, starting from top leaders or directors to service implementers or

employees. (Nonthapot & Nasoontorn, 2020). The quality of service available at PT

Titisan Sang Pangeran (Tispa) includes the following:

Table 1

Indicators Regarding the Quality of Service Provided by PT Titisan Sang Pangeran

(Tispa)

Quality of

Service

Services Rendered

Passenger

Comfort

Clean vehicle with comfortable reclining seat

facilities, air conditioning, toilet, Wi-fi, music,

karaoke, pillows and blankets.

Schedule

Compliance

Tispa's services include regularity and

precision

Time in carrying out the departure and arrival

schedule

Driver Quality

Friendly, experienced, clean appearance, neat

in uniform, and compliant with regulations

traffic

Passenger

Counters and

Lounges

Safe, comfortable, and clean equipped with TV,

air conditioning, enough seats, prayer rooms,

and toilet facilities

good

Reservations and

Ticket Purchase

In addition to being able to buy and order

directly at the counter and travel agents or

partners who collaborate with Tispa, it is also

easy for customers to

Reservations and online ticket purchases

through Traveloka.

Loyalty and

Discount

Programs

Free 1 ticket for the purchase of 10 tickets valid

for 3 months.

Safety

Paying great attention to passenger safety by

ensuring that the fleet is in good condition and

complying with the safety standard regulations

set by conducting a checklist of fleet conditions

1 hour before departure.

In addition, it performs maintenance.

Customer Service

Provide responsive and round-the-clock

The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran (Tispa)

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3277

customer service to assist passengers

with questions, schedule changes, or other

issues

Availability of

Charter Services

Provide charter services for personal or group

purposes such as tours, trips

business, or special events.

Handling

Complaints and

Feedback

Conduct daily questionnaires to handle

complaints, inputs, or suggestions from

passengers and make efforts to

improve the quality of service based on

feedback.

Employee

Training

Ensure employees including drivers and

ticketing officers receive adequate training in

terms of safety, friendliness, and

communication skills

to improve the quality of service

The increasing growth of land transportation has caused more and more new

entrepreneurs to look at business opportunities in the field of land transportation services.

(Pradnyana, 2022). This is evidenced by the increasing number of new land transportation

companies that have emerged, causing competition between land transportation

companies in Muara dua (South OKU) which is increasingly tight in serving inter-city

intra-provincial (AKDP) and inter-city inter-provincial (AKAP) passenger transportation.

In addition, for the Muaradua – Palembang route, in addition to competition between

transportation companies, there is also illegal travel that does not have routes offering

cheaper prices. This makes PT Titisan Sang Pangeran (TISPA) need to determine the

right company strategy to compete with existing and emerging competitors. The

competition requires PT Titisan Sang Pangeran to consider the quality of service provided

to passengers so that passengers feel satisfied.

Passenger or customer satisfaction has been considered a key business objective. In

the marketing literature satisfaction has been established as a key antecedent of customer

retention. (Walia et al., 2021). In the context of marketing, the satisfaction relationship is

conceptualized as an element of the concept of relationship quality, based on the data of

the daily questionnaire via telephone conducted by PT Titisan Sang Pangeran (Tispa),

there are still passengers who express dissatisfaction with the quality of service provided

by PT Titisan Sang Pangeran (Tispa) related to the quality of driver and vehicle service

during the trip.

Method

In this study, the author uses qualitative data in the form of quantitative

questionnaire statements with the use of a Likert scale to measure attitudes, opinions, and

perceptions of a person or a group of people about social phenomena (Sugiyono, 2019).

The primary data source of this research is distributing questionnaires to passengers at PT

Titisan Sang Pangeran (TISPA) in 2022-2023 and the secondary data of this research is

data from internal PT Titisan Sang Pangeran (Tispa), books and journals. The population

Yessie Aryanty, Aslamia Rosa, Zakaria Wahab, Marlina Widiyanti

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3278

in this study is passengers at PT Titisan Sang Pangeran who used services during the 2023

period. The dynamic population (changing numbers) results in several populations that

cannot be known for certain. The indicators in this study consist of 3 independent

variables and 1 bound variable, so the total questions in this study are 60 questions, thus

the minimum sample size of this study is 60 x 5 = 300. Therefore, the number of samples

taken in this study is 300 passengers at PT Titisan Sang Pangeran who used the service

during the 2023 period. The sampling technique used in this study is a purposive sampling

technique and criteria in selecting samples, namely passengers at PT Titisan Sang

Pangeran who use services during the 2023 period.

Results and Discussion

Table 2

Correlation Coefficient (r) and Determination Coefficient (R2) Test Results

Model

R Square

Adjusted R

Square

Std. Error of the

Estimate

.734

.588

.580

.884817

Based on the output of the summary model in Table 4.10, the results of the

correlation coefficient (r) test show that the magnitude of the influence of service quality

on passenger satisfaction is 0.734 or 73.4%. The magnitude of the R square (R2) number

is 0.588 or 58.8%, this number is used to see how the quality of service affects passenger

satisfaction at PT Titisan Sang Pangeran (Tispa). This figure is intended to show the

magnitude of the influence of service quality on passenger satisfaction and together is

58.8% while the remaining 41.2% is influenced by other factors.

Table. 3 Results of the Correlation Coefficient (R) and Determination Coefficient (R2)

Test

Coefficients

Model

Unstandardized

Coefficients

Standardized

Coefficients

Mr.

Std. Error

Beta

(Constant)

1.577

.260

Quality of Service

.189

.067

.193

2.802

.005

Data Source: Processed from Questionnaire, 2024

Based on the results of the analysis calculation in Table 4, the service quality

variable has a beta value of 0.189 with a significant value of 0.005, which is smaller than

0.05. This shows that the service quality variable has a positive and significant effect on

passenger satisfaction at PT Titisan Sang Pangeran (Tispa). Thus, the hypothesis that the

quality of service has a positive and significant effect can be accepted.

The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran

(Tispa)

Service quality is a dynamic state that is closely related to products, services,

human resources, as well as processes and environments that can at least meet or even

The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran (Tispa)

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3279

exceed the expected quality of service (Fitriyah Astri, 2020). According to Halpern &

Mwesiumo, (2021) It also states that service quality is a strategic system involving all

work units or organizational units from leaders to employees to meet the needs expected

by consumers. In addition, service quality is the service provided to customers by the

service standards that have been standardized as a guideline in providing services (Lin,

2022).

According to Arianto & Asmalah, (2021) States that satisfaction is the customer's

response to the evaluation of the perceived mismatch/disconfirmation between previous

expectations (or other performance norms) and the actual performance of the product

perceived after its use. Satisfaction contributes to several crucial aspects, such as creating

customer loyalty, improving the company's reputation, reducing price elasticity, reducing

future transaction costs, and increasing employee efficiency and productivity. (Dwi Ayu

Puspitasari, 2022). Therefore, companies need to consider the importance of customer

service more carefully through service quality, because customer satisfaction is now

recognized as a vital aspect to survive in business and winning the competition. (Fandy

& Chandra, 2020)

This study found that service quality has a positive and significant influence on

consumer satisfaction. This shows that service quality, measured through dimensions

such as physical evidence, empathy, reliability, responsiveness, and assurance,

contributes positively to consumer satisfaction. In the service quality variable, the

statement indicator "Fast in responding to consumers both by phone and WhatsApp"

showed the lowest value. This may be due to complaints from some consumers who feel

that the service response through WhatsApp is not fast compared to the phone. Interviews

with some respondents revealed that phone responses are faster than WhatsApp, leading

to dissatisfaction among consumers who need quick responses through WhatsApp.

On the other hand, in the service quality variable, the statement indicator "PT

Titisan Sang Pangeran (TISPA) provides service facilities by standards" shows the

highest value. This indicates that the facilities provided by PT Titisan Sang Pangeran,

including good and well-maintained vehicle quality, seat quality, air conditioning,

cleanliness, and fragrant vehicle condition, have been by the expected service standards.

PT Titisan Sang Pangeran strives to provide the best service and facilities to consumers.

Overall, the average score on the service quality variable was included in the

"Good" category, which means that respondents gave a positive assessment of the service

quality of PT Titisan Sang Pangeran (TISPA). The majority of respondents felt that the

services provided met or exceeded their expectations in terms of vehicle quality,

responsiveness, and employee friendliness. Respondents are generally satisfied with the

services they receive. This information is very important for PT Titisan Sang Pangeran to

continue to maintain existing service standards or find strategies to further improve the

quality of service. This passenger satisfaction can be a positive indicator of the service

performance and passenger satisfaction of PT Titisan Sang Pangeran.

Yessie Aryanty, Aslamia Rosa, Zakaria Wahab, Marlina Widiyanti

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3280

Conclusion

The results of this study indicate that the quality of service has a positive and

significant effect on passenger satisfaction at PT Titisan Sang Pangeran (Tispa). The

correlation coefficient of 0.734 signifies a strong relationship between the variables, with

58.8% of passenger satisfaction explained by the quality of service provided. The most

influential factors contributing to passenger satisfaction include vehicle facilities, service

responsiveness, and employee friendliness. These findings underscore the importance of

continuous improvement in service quality as a critical strategy for maintaining passenger

satisfaction. Ensuring that services meet or exceed customer expectations can lead to

higher loyalty and stronger competitive positioning for PT Titisan Sang Pangeran in the

transportation industry. Additionally, addressing areas with lower satisfaction, such as

response times for WhatsApp communication, will further enhance overall service quality

and passenger experiences.

The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran (Tispa)

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3281

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