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The Influence of Security, Facilities, and Service Quality on Passengers’ Decision to Reuse AKDP Bus Services on The Solo–Purwodadi Route (A Survey on PO RELA Users)

Year: 2025
Type: conference-paper
Abstract: Land transportation plays a vital role in connecting regions in Indonesia. As public mobility increases in the era of globalization, the demand for safe, comfortable, and high-quality transportation also rises. The intercity bus (AKDP) is a common travel option due to its affordability and accessibility. On the Solo–Purwodadi route, PO Rejeki Lancar (RELA) is the sole bus operator, making it the only available choice for passengers. Despite this monopoly, preliminary observations revealed issues such as inadequate safety standards, aging bus conditions, uncomfortable seating, poor service from crew members, and inconsistent departure schedules. These concerns may affect passengers' willingness to reuse the service. This study aims to examine the influence of safety, facilities, and service quality on passengers’ decisions to reuse PO RELA's AKDP services. A quantitative approach was used, collecting data through questionnaires distributed to 105 respondents who had used the service. The data were analyzed using validity and reliability tests, multiple linear regression analysis, t-tests, and F-tests. The results indicate that safety, facilities, and service quality all have significant effects, both partially and simultaneously, on reuse decisions. Among the three factors, service quality has the most dominant influence. These findings suggest that improving service quality, supported by reliable safety standards and adequate facilities, is essential to enhance passenger satisfaction and encourage repeat usage.
DOI: 10.36728/iceete.v3i1.276
Authors: Evita Ayu Agustina, Sri Wijiastuti, Kurniawati Darmaningrum
Language: English
Subfield: Transportation
Open Access status: hybrid
OpenAlex ID: W7083689215
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