THE EFFECT OF SERVICE QUALITY AND FACILITIES ON CUSTOMER SATISFACTION OF TRANS JATIM PUBLIC TRANSPORTATION CORRIDOR 3 MOJOKERTO – GRESIK

Gerdananda Edo Zakaria¹, Sandra Oktaviana Pinaraswati²

Abstract

This research aims to examine the influence of service quality and facilities on consumer satisfaction in the context of public transportation, specifically the Trans Jatim Bus Corridor 3 route (Mojokerto–Gresik). As public transportation continues to play a critical role in reducing congestion and supporting sustainable urban mobility, the effectiveness of service delivery and infrastructure becomes essential to customer retention. A quantitative method was employed, involving 95 respondents who were users of the Trans Jatim service. Data were collected through questionnaires, observations, and documentation, and analyzed using multiple linear regression. The results indicate that both service quality and facilities significantly influence consumer satisfaction—either partially or simultaneously. These findings suggest that continuous improvements in punctuality, comfort, and physical infrastructure are crucial for enhancing public perception and trust in mass transportation services. The study offers theoretical contributions to the field of service management and practical insights for government and transport operators to enhance their service strategies