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 3550

Escalation of Transportation Service Quality at the

Angkoetan Motor Repoeblik Indonesia (Damri) Surabaya

Irawan

, Pudji Astuti

, Eka Setyowati

Sekolah Tinggi Ilmu Sosial Dan Ilmu Politik Waskita Dharma, Indonesia

Email:

[email protected]

, [email protected]

[email protected]

*Correspondence

ABSTRACT

Keywords: escalation,

quality of service,

transportation.

The development of the times encourages the community to

focus on the advancement of science and technology, to

create optimal public services. Transportation is one of the

sectors that is greatly affected by technological advances.

The escalation of people's mobility demands has led to an

increase in very significant means of transportation that are

not proportional to the number of existing vehicles, resulting

in congestion on the streets. Given the importance of the role

of transportation, the government needs to provide mass

transportation services that are by the needs of services that

are regular, safe, comfortable, fast, precise, and affordable.

This study uses a qualitative descriptive approach through

observation, direct interviews, and documentation to collect

data. The goal is to collect detailed information on

improving the quality of DAMRI transportation services and

analyze the factors that support and hinder these services.

The results of the study show that the escalation of DAMRI

service quality focuses on the Minimum Service Standards

for Road-Based Mass Transportation, namely security,

safety, comfort, affordability, equality, and order.

Introduction

Public service escalation is a step or form of action set by the government to provide

goods or services designed to meet the needs of the community and implement laws and

regulations according to service principles (Framudia, 2019). Most government services

are in the form of intangible goods and services, such as transportation. In the current

context, transportation is a very important basic need for the life of the community and

the country (Arwini & Juniastra, 2023). Transportation can be an effective solution to

reduce urban and pedestrian traffic congestion and reduce air pollution. The form of

escalation of people's mobility demands has caused a surge in demand for transportation

facilities, resulting in worsening road congestion due to an incomparable number of

vehicles. Given the importance of the role of transportation, the government needs to

provide mass transportation services that are to the needs of the community, namely

Escalation of Transportation Service Quality at the Angkoetan Motor Repoeblik Indonesia

(Damri) Surabaya

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3551

orderly, safe, comfortable, fast, precise, orderly, and affordable (Wulansari & Widowati,

2022).

The DAMRI Public Company (Perum), which is one of the public companies

established by the state, is in charge of providing public transportation services for both

passengers and goods. (Al Rasyid, 2015). The Damri Bus Company (PO) is the only mode

of transportation from the type of bus that provides Pioneer Transportation, Intercity

Transportation, Tourist Transportation, Intra-City Transportation as well as Special

Transportation, National Tourism Strategic Area Transportation. However, the problem

that occurs in the field is that at this time payments for passengers only apply to non-cash

payments and departure and arrival schedules (timetables). So some passengers find it

difficult to follow the change in regulations. (Ramly et al., 2023).

Service quality refers to a company's efforts to align customer expectations with its

needs and desires encompassing all the company's steps in providing the best service to

consumers, in the hope of meeting their expectations, which in turn will result in loyalty

and trust from consumers. In addition, it can be a barometer of consumer satisfaction.

(Riyadin, 2019). Therefore, customers prioritize the service factor in choosing a good or

service. According to (Putri & Utomo, 2017) A product can be assessed and measured

from the quality of service, the product is considered successful if it has a function and

function that is right on target. Service quality escalation can also be referred to as a

reference point when evaluating the quality of a product or service. (Akhyar, 2023).

Service quality escalation refers to how well an organization or entity provides services

to customers or consumers. It involves various aspects of the interaction between the

service provider and the customer, including responsiveness to needs, staff level of

expertise and professionalism, ease of transaction processing, and the organization's

ability to meet or exceed customer expectations.

Method

This research applies a qualitative method. The purpose of this study is to present a

detailed and thorough description of describing and wanting to know in depth about the

Escalation of Service Quality of the Djawatan Angkoetan Motor Repoeblik Indonesia

(Damri) Surabaya. This research mainly focuses on the Regulation of the Minister of

Transportation of the Republic of Indonesia Number 10 of 2012 concerning Minimum

Service Standards for Road-Based Mass Transportation. Minimum Service Standards as

referred to include: Security; Salvation; Comfort; Affordability; Equality; and Regularity.

Furthermore, it was developed concerning Zeithaml. (Hardiyansyah, 2018), namely:

Tangible; Reliable; Responsive; Competent; Courteous; Credible; Security;

communication; and Understanding of the customer. Purposive sampling is used to

identify key informants for this study and are selected because they are considered to be

relevant to the topic at hand, as well as because they have and are willing to share

information that is highly relevant to the research problem. The research targets consist

of DAMRI Surabaya Business Manager, Supervision Coordinator, Driver, and Passenger.

Irawan, Pudji Astuti, Eka Setyowati

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3552

The selected indicators are informants based on relevance, then with research

problems and willingness to provide appropriate information, stories, and data. The data

analysis in this study will follow the steps set by (Engle, 2015), including several stages

such as Data Collection, Data Conditioning, Data Presentation, and

Conclusion/Verification. To test the validity of the data, four criteria are needed to obtain

the validity of the data, namely the credibility test, transferability, dependability, and

Confirmability. (Sugiyono, 2019).

Results and Discussion

Escalation of transportation service quality is an effort to meet the needs and desires

of consumers, both in the form of goods and services, which are expected to provide

opportunities and satisfaction to consumers. Based on the theory developed by Zeithaml

the quality of service is determined by several indicators.

Tangible is various facilities such as equipment provided, personal attitude, and

employee communication. Damri has tried to improve the best service, starting with a

new fleet and an online system that creates customer satisfaction. This is achieved through

the availability of complete facilities and infrastructure that support operations. Tangible

evidence that shows this includes various indicators such as adequate physical facilities,

use of appropriate assistive devices, ease of service, comfort of service providers, and the

appearance of Damri bus drivers who are by standards. This affirmation is supported by

the existence of Standard Operating Procedures (SOP) which refers to the Minimum

Service Standards stipulated in the Regulation of the Minister of Transportation of the

Republic of Indonesia Number 10 of 2012 concerning Minimum Service Standards for

Road-Based Mass Transportation. This shows Damri's commitment to comply with and

maintain service standards set by government regulations to improve the quality and

reliability of its transportation services.

Reliability involves the ability of a service to assign a properly enabled service.

Damri has tried to maximize in providing excellent service actions to customers. There

are several segments, especially in the KSPN (National Tourism Strategic Area) that have

proven to be consistent without any problems with delays in arrival and departure

schedules. Tangible evidence of this is the discrepancy in schedules monitored in the

Damri Apps. Thus, DAMRI has shown dedication to ensuring service reliability on the

one hand but still needs to increase fleet capacity or schedule setting to overcome the

problem of delays in each segment. This reflects DAMRI's commitment to continuously

improve its services to meet customer expectations in their journey. (Trifira et al., 2022).

Responsiveness is the responsibility of consumers for the quality offered at the time

of service and response to customers. The quality of service provided by the counter staff

in handling passenger complaints has shown empathy, apologies, and expressions of

gratitude for complaints from customers. The good responsiveness of counter officers in

the quality of public transportation services is very important because of the importance

Escalation of Transportation Service Quality at the Angkoetan Motor Repoeblik Indonesia

(Damri) Surabaya

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3553

of responsive and empathetic service in improving the quality and effectiveness of public

transportation services as a whole.

Competence is the quality of service that is competent has good insight into existing

facilities and is skilled in serving consumers. Damri's competence is measured based on

the skills and knowledge possessed by each individual, especially the driver, to provide

adequate service to customers and is maximum. The annual training program given to

drivers is a strategy to improve their insight and service quality. Customers noticed that

drivers who took part in this training were able to improve their experience and

knowledge. This has a positive impact on driver performance and directly improves the

quality of service provided to Damri customers. Thus, investments in the training and

development of employees, such as drivers, not only improve individual competencies

but also contribute to increased customer satisfaction and loyalty to the public

transportation services provided by companies like Damri.

Courtesy is to behave responsively, be friendly to meet the wishes of consumers

and have a high spirit in strengthening personal relationships. Generally, consumers will

be satisfied with the services provided by Damri. Damri officers are considered friendly

and helpful, especially in providing information related to routes or travel schedules. A

memorable experience when a customer loses a wallet shows that the staff at the terminal

takes a patient attitude and provides active assistance. This response not only helps

customers find solutions to the problems they face but also increases the feeling of being

supported and directed by the staff. Damri has the potential to increase customer loyalty

by maintaining and maintaining good service standards, especially in demanding

situations such as the loss of valuables. Responsiveness and empathy from officers also

play a crucial role in establishing a positive relationship between the company and

consumers.

Credibility is an honest attitude in various situations and conditions so that the

public places high trust in the company. Good service quality, especially related to the

honesty of service providers like Damri, can significantly increase customer trust. The

credibility of a company not only includes the aspects of name and reputation, but also

the personal characteristics of the officers, the quality of interaction with customers, and

the ease of communication and transactions. The results of the field findings show that

Damri officers can communicate well and be friendly to customers, which is an important

factor in building positive relationships. In addition, customers observed that there was

no violation of honesty while using Damri's transportation services. The adoption of

cashless transactions also reflects the company's efforts to increase transparency and

convenience for customers in transactions. As such, Damri has managed to build a strong

foundation in terms of credibility and honesty, which has a positive impact on the

company's image and the level of trust that customers place in the services they provide.

Security is a service that is provided free from various risks and threats. Damri has

taken maximum steps to ensure the safety of passengers and their luggage. There are

security officers who check passengers and their luggage before boarding the Damri bus,

including checking bags and personal belongings to ensure there are no dangerous or

Irawan, Pudji Astuti, Eka Setyowati

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3554

prohibited objects. In addition, there is active monitoring of the situation in the lounge to

detect potential threats or suspicious behavior before passengers board the bus. By taking

these steps, Damri demonstrates their commitment to maintaining the safety and comfort

of passengers during the trip. This is important to build customer trust and ensure that the

public transportation services provided are safe and reliable for the general public.

Access is the ability to contact and connect. Access or ease of access to services or

applications is still not optimal, especially for the elderly who experience problems.

Damri needs to provide additional technical assistance or special support for the elderly

to help them overcome technical obstacles in using the application or service. In addition,

it is necessary to hold special training sessions or provide more understandable and in-

depth guidance for the elderly so that they can use the application or service more

smoothly and efficiently. Companies need to take concrete steps to improve the

accessibility of their services, especially for vulnerable groups such as the elderly, to

improve customer satisfaction and wider use of the app.

Communication is the ability of service companies to hear and understand the

wishes and needs of customers so that they can channel the latest information to the

public. The company (Damri) has been active in improving its services by providing a

means to receive criticism and suggestions from customers. Input from customers is used

effectively to make improvements and increase overall customer satisfaction levels. The

explanation also shows that the company responded quickly to complaints submitted

through Instagram by admins, showing that Damri is serious about handling feedback

from customers and responding to it responsively. This is an indication that the company

is committed to improving the quality of service and improving the customer experience

effectively and proactively.

Understanding the customer is about improving and updating knowledge about new

customer needs. That Damri, despite making various efforts, still has several obstacles

that hinder services from reaching the maximum level. Understanding customers well is

the main key to providing good quality service. This includes the ability to truly

understand and feel the customer's situation and needs. By understanding this deeply,

companies can provide timely and tailored responses to customer needs, thereby building

better relationships and improving overall customer satisfaction. In addition, it is also

important to regularly evaluate customer satisfaction with the services provided. This

allows companies to identify areas that need improvement as well as fix any issues that

may arise, thereby improving the overall customer experience.

From the overall results of the research with several indicators of the form of service

quality escalation, it shows good things and customers also feel the impact of service

changes in the Digital Era. Where almost all of these indicators are carried out

professionally and competently by the Perum Damri Surabaya Branch. If you look more

deeply at the Perum Damri Office and Public Administration Sciences, Perum Damri is a

State-Owned Enterprise that until now is fully owned by the government. Based on Law

of the Republic of Indonesia Number 19 of 2003 concerning SOEs, Article 66 Paragraph

1, the government is authorized to assign special tasks to SOEs to carry out their general

Escalation of Transportation Service Quality at the Angkoetan Motor Repoeblik Indonesia

(Damri) Surabaya

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3555

functions and benefits, while still considering the goals and intentions of the SOEs'

activities. In addition, there are also several inhibiting factors, including in terms of the

system, if a problem occurs, it will result in a long queue; If there is a problem with the

vehicle, it needs time to be repaired; and some passengers complained about non-cash

payments. The supporting factors include: with the Damri Apps application, passengers

can facilitate online transactions; With the existence of the latest unit/fleet, passengers

feel relieved, safe, and comfortable; With the addition of new routes and customer

support, customer desires and expectations are met.

Conclusion

Damri in providing services to passengers greatly affects the company's image. The

theory put forward by Zeithaml states that service quality is determined by various

indicators, such as Tangibles, Reliability, Responsiveness, Competence, Courtesy,

Credibility, Security, Access, Communication, and Understanding of the Customer. From

the overall results of the study, several factors inhibit and support the realization of service

quality that need to be evaluated and reviewed. So that what customers expect is as

desired and can improve the corporate image of PERUM DAMRI Surabaya.

Irawan, Pudji Astuti, Eka Setyowati

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3556

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