Service Quality of Feeder Wira Wiri as Public Transportation in The Surabaya City Department of Transportation

Salah satu jenis pelayanan yang dibutuhkan masyarakat adalah layanan transportasi publik. Dinas Perhubungan Kota Surabaya meluncurkan Feeder Wira Wiri yang dikelola oleh Pemerintah Kota Surabaya melalui satuan UPTD Pengelolaan Transportasi Umum Kota Surabaya. Dimensi angkutan ini lebih kecil dari Suroboyo Bus dan Bus Trans Semanggi. Akan tetapi dalam pelaksanaannya terdapat beberapa masalah yang dialami oleh penumpang seperti waktu tunggu kedatangan angkutan di halte atau bus stop yang cukup lama dan petunjuk pada angkutan yang kurang jelas. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan Feeder Wira Wiri oleh Dinas Perhubungan Kota Surabaya. Fokus penelitian menggunkan teori kualitas pelayanan menurut Vincent Gaspersz. Jenis penelitian ini adalah penelitian deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data menggunakan wawancara, observasi, dan dokumentasi. Analisis data dilakukan dengan tahapan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan: (1) waktu tunggu kedatangan angkutan tidak pasti; (2) layanan Feeder Wira Wiri cukup efektif dan efisien; (3) crew yang sopan, ramah dan informatif; (4) pihak pengelola cepat tanggap dalam penanganan keluhan; (5) penggunaan aplikasi GOBIS masih sulit untuk kalangan orang tua dan kurangnya fasilitas untuk penyandang disabilitas; (6) jarak hate yang cukup dekat serta tersedianya fasilitas seperti AC, CCTV, dan pemecah kaca; dan (7) perawatan dan kebersihan unit yang selalu dijaga. Adapun saran yang diberikan guna meningkatkan kualitas pelayanan Feeder Wira Wiri yaitu penambahan unit Feeder Wira Wiri, jarak antar angkutan dipersingkat, mengadakan pelatihan bagi crew, melakukan sosialisasi, dan penyedian fasilitas untuk penyandang disabilitas, penyediaan informasi di tiap halte dan bus stop.

Kata Kunci: Kualitas Pelayanan, Pelayanan Transportasi Publik, Feeder Wira Wiri

One type of service needed by the community is public transportation services. The Surabaya City Department of Transportation launched the Feeder Wira Wiri which is managed by the Surabaya City Government through the Public Transportation Management Unit of Surabaya. The dimensions of this transportation are smaller than Suroboyo Bus and Trans Semanggi Bus. However, in its implementation there are several problems experienced by passengers such as the waiting time for the arrival of transportation at the bus stop or bus stop which is quite long and the instructions on the transportation are not clear. This study aims to analyze the quality of Feeder Wira Wiri services by the Surabaya City Department of Transportation . The focus of the research uses the theory of service quality according to Vincent Gaspersz. This type of research is descriptive research with a qualitative approach. Data collection techniques using interviews, observation, and documentation. Data analysis was carried out with the stages of data collection, data reduction, data presentation, and conclusion drawing. The results showed: (1) waiting time for the arrival of transportation is uncertain; (2) Feeder Wira Wiri service is quite effective and efficient; (3) the crew is polite, friendly and informative; (4) the manager is quick to respond in handling complaints; (5) the use of the GOBIS application is still difficult for the elderly and the lack of facilities for people with disabilities; (6) the hate distance is quite close and the availability of facilities such as air conditioning, CCTV, and glass breakers; and (7) maintenance and cleanliness of units that are always maintained. The suggestions given to improve the quality of Feeder Wira Wiri services are the addition of Feeder Wira Wiri units, shortening the distance between transportation, conducting training for crews, conducting socialization, and providing facilities for people with disabilities, providing information at each stop and bus stop.

Keywords: Service Quality, Public Transportation Services, Feeder Wira Wiri