Pengaruh Kualitas Pelayanan, Fasilitas dan Ketepatan Waktu Terhadap Kepuasan Pelanggan pada Transportasi Trans Jogja (Studi Kasus pada Pelanggan di Kota Yogyakarta)

Trans Jogja has a responsibility to ensure passenger comfort so that it remains the primary choice for the community. The existence of Trans Jogja is to reduce the use of private vehicles, provide facilities and satisfaction for public transportation customers. This study aims to determine the effect of service quality, facilities, and punctuality on customer satisfaction with Trans Jogja transportation in the city of Yogyakarta. This study employs a quantitative method with a sample size of 100 respondents, selected using non-probability sampling, specifically Purposive Sampling based on the Lemeshow formula. Data collection was conducted through questionnaires. Data analysis involved instrument testing, classical assumption testing, regression analysis models, and hypothesis testing. The results of this study indicate that the variables of service quality, facilities, and punctuality simultaneously have a positive and significant effect on customer satisfaction with Trans Jogja, with the calculated F value > table F value (34.060 > 2.70) and a significant value of 0.000 < 0.05. The service quality variable has a positive but insignificant effect on Trans Jogja customer satisfaction, with a t-calculated value > t-table (1.831 > 1.660) and a significance level of 0.070 > 0.05. The facilities variable has a partial effect on Trans Jogja customer satisfaction, with a t-calculated value > ttable (6.325 > 1.660) and a significant value of 0.000 < 0.05. The timeliness variable partially influences customer satisfaction with Trans Jogja, with the result that the t-value is greater than ttable (3.334 > 1.660) and a significant value of 0.001 < 0.05, therefore H0 is rejected and Ha is accepted. With an Adjusted R Square value in the coefficient of determination (R2) of 0.508 (50.8%)