The Effect of Driver Service Quality on Passenger Satisfaction in Public Transportation

摘要

Transportation has become the main means in human life to facilitate daily activities. One of the unique land Transportation's mode is public transportation as transportation in a large area. Generally; the management of public transportation is carried out by the private sector but does not make public transportation provide better service. The complaints that often occur in this mode are the tendency that people do not obey traffic rules; passenger capacity that is not following what they should; pickpockets and others. The objective of this paper to prove the effect of driver service on the level of passenger satisfaction. This research used a quantitative method with a survey strategy. The research population is Passenger of public transportation in route Mandailing Natal to Panyabungan Selatan. The sample was selected with the Proportionate Stratified Random Sampling technique. The measurement of the sample is 295 respondents. The sample was certain with the Slovin formula in a 5% standard of error. Then; data was collected with a questionnaire instrument that has been tested for validity and reliability. Data were analyzed with regression in t-test and F test. This research was found that service quality by the driver has a direct effect on passenger satisfaction in partial and simultaneous.