Proceedings of the 2nd International Conference of Business, Accounting and Economics, ICBAE 2020, 5 - 6 August 2020, Purwokerto, Indonesia

Research Article

Does Standardized Service Quality Matter for Bus Terminal?

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  • @INPROCEEDINGS{10.4108/eai.5-8-2020.2301145,
        author={Agung  Riyardi and Kusdiyanto  Kusdiyanto and Triyono  Triyono and Sujadi  Sujadi},
        title={Does Standardized Service Quality Matter for Bus Terminal?},
        proceedings={Proceedings of the 2nd International Conference of Business, Accounting and Economics, ICBAE 2020,  5 - 6 August 2020, Purwokerto, Indonesia},
        publisher={EAI},
        proceedings_a={ICBAE},
        year={2020},
        month={10},
        keywords={service standards service quality important-performance analysis willingness to pay demand bus terminal},
        doi={10.4108/eai.5-8-2020.2301145}
    }
    
  • Agung Riyardi
    Kusdiyanto Kusdiyanto
    Triyono Triyono
    Sujadi Sujadi
    Year: 2020
    Does Standardized Service Quality Matter for Bus Terminal?
    ICBAE
    EAI
    DOI: 10.4108/eai.5-8-2020.2301145
Agung Riyardi1,*, Kusdiyanto Kusdiyanto2, Triyono Triyono1, Sujadi Sujadi2
  • 1: Economics Department, Universitas Muhammadiyah Surakarta Jl. A. Yani, Mendungan, Pabelan, Kec. Kartasura, Kabupaten Sukoharjo, Jawa Tengah 57162
  • 2: Management Department, Universitas Muhammadiyah Surakarta Jl. A. Yani, Mendungan, Pabelan, Kec. Kartasura, Kabupaten Sukoharjo, Jawa Tengah 57162
*Contact email: Agung.Riyardi@ums.ac.id

Abstract

Assuming the importance of road transport system to strengthen economy, the purpose of this study is developing the concept of Standardized Service Quality, measuring bus terminal performance and measuring the bus terminal willingness to pay and demand. The research methods are conversion from Service Standard to Service Quality, measuring bus terminal performance from the importance and satisfaction perceptions and measuring willingness to pay and demand of 300 Tirtonadi bus terminal users. The results show that the concept of Standardized Service Quality exists. User appreciate positively all of terminal attributes but need improvement of some of them. Another result is terminal user willingness to pay is dominated by low willingness to pay group and terminal user demand is dominated by the infrequent group. All of the results show that Standardized Service Quality for bus terminal matters but its improvement is needed so that terminal can attract higher level of users.