PERAN DINAS PERHUBUNGAN PROVINSI JAWA TIMUR DALAM PENINGKATAN KUALITAS PELAYANAN ANGKUTAN UMUM TRANSPORTASI BUS ANTAR KOTA DALAM PROVINSI (AKDP)

THE ROLE OF THE EAST JAVA PROVINCIAL TRANSPORTATION AGENCY IN IMPROVING THE SERVICE QUALITY OF INTER-CITY IN PROVINCE (AKDP) BUS TRANSPORTATION

Penelitian ini bertujuan untuk menganalisis peran Perhubungan Provinsi Jawa Timur dalam peningkatan kualitas pelayanan angkutan umum transportasi Bus Antar Kota Dalam Provinsi (AKDP) berdasarkan teori peran Soekanto (dalam Solahudin et al, 2022) yang ditinjau menggunakan tiga indikator, peran pengaturan, peran pelayanan, dan peran pengawasan. Penelitian menggunakan metode penelitian kualitatif dengan teknik wawancara, observasi, dan dokumentasi terhadap pihak Dishub, Organda, pemilik PO, sopir dan kernet, serta penumpang di Terminal Bungurasih. Hasil penelitian menunjukkan bahwa pada aspek pengaturan, Dishub telah menetapkan kebijakan tarif dan Standar Pelayanan Minimal (SPM), namun belum berfungsi optimal sebagai pedoman operasional, tercermin dari rendahnya transparansi informasi tarif dan bervariasinya kualitas armada. Pada aspek pelayanan, meskipun tersedia prosedur pemeriksaan keselamatan dan fasilitas layanan, kualitas keselamatan, kenyamanan, fasilitas terminal, serta akses informasi dan mekanisme pengaduan belum dirasakan konsisten oleh pengguna. Pada aspek pengawasan, pengendalian kepatuhan tarif dan penerapan SPM masih lemah dan cenderung toleran terhadap penyimpangan. Temuan utama menunjukkan adanya kesenjangan serius antara standar normatif dan praktik lapangan sehingga standar kehilangan daya paksa sebagai penjamin mutu. Oleh karena itu, penelitian ini merekomendasikan penguatan penegakan standar secara tegas dan konsisten, peningkatan transparansi informasi layanan dan tarif, serta pengawasan yang berorientasi pada hasil nyata bagi masyarakat.

Kata kunci: peran Dinas Perhubungan, kualitas pelayanan publik, Bus AKDP, Standar Pelayanan Minimal, pengawasan kebijakan.  

This study aims to analyse the role of the East Java Provincial Transportation Agency in improving the quality of inter-city bus transportation services within the province (AKDP) based on Soekanto's role theory (in Solahudin et al, 2022), which is reviewed using three indicators: regulatory role, service role, and supervisory role. The research employed a qualitative research method with techniques of interviews, observation, and documentation of the Transportation Agency, Organda, PO owners, drivers and conductors, as well as passengers at Bungurasih Terminal. The results of the study show that in terms of regulation, the Transportation Agency has established tariff policies and Minimum Service Standards (SPM), but these have not functioned optimally as operational guidelines, as reflected in the low transparency of tariff information and the varying quality of the fleet. In terms of service, although safety inspection procedures and service facilities are available, the quality of safety, comfort, terminal facilities, as well as access to information and complaint mechanisms have not been consistently felt by users. In terms of supervision, tariff compliance control and SPM implementation remain weak and tend to be tolerant of irregularities. The main findings indicate a serious gap between normative standards and field practices, resulting in standards losing their coercive power as quality guarantors. Therefore, this study recommends strengthening the enforcement of standards in a firm and consistent manner, increasing the transparency of service and tariff information, and conducting supervision that is oriented towards tangible results for the community.

Keywords: role of the Transportation Agency, quality of public services, AKDP buses, Minimum Service Standards, policy supervision.