Pengaruh Inovasi Organisasi (PT. Medan Bus Transport) Terhadap Kualitas Pelayanan Transportasi Publik “TEMAN” Bus Melalui Kepercayaan Publik di Kota Medan

Abstract

The Ministry of Transportation of the Republic of Indonesia presented a buy the service-based public transportation service in five major cities, namely the cities of Bandung, Bali, Makassar, Surabaya and Medan, which is known as the Economical, Easy, Reliable and Comfortable Transportation (TEMAN) Bus. TEMAN Bus is present in the city of Medan in mid-2020, whose operations are run by PT. Transport Bus Medan. This research was conducted to find out whether there is an influence of organizational innovation at PT. Medan Bus Transport on the quality of TEMAN Bus public transportation services through the trust of the people of Medan City. This research was conducted with a quantitative approach and used observation data collection techniques, questionnaire collection, and interviews. In addition to primary data collection, secondary data collection was also carried out. Primary data regarding innovation on service quality through public trust was obtained by distributing questionnaires to 131 respondents. The respondents who were interviewed came from passengers using the Trans Metro Deli Bus corridors 1-5. Secondary data includes passenger volume data obtained from PT. Medan Bus Transport and travel route maps obtained from the TEMAN Bus Application, the data obtained is then processed using the smartPLS application with the Structural Equation Modeling analysis method. Based on the analysis conducted, it is known that the effect of innovation on service quality is positive as indicated by a positive sign at the coefficient value of 0.883 and a p-value of 0.000 <0.05 which means Ha or there is an influence of innovation on the quality of public services, but innovation has no effect significant effect on public trust as evidenced by the coefficient value of 0.047 and the P-Value of 0.603. This means that based on direct interviews and distribution of questionnaires, the public did not find any service innovation on this TEMAN Bus, high traffic jams have not been resolved by this transportation, resulting in a lack of or even no public trust in TEMAN Bus public transportation in Medan City