Pengaruh Pengawasan dan Budaya Kerja Pengemudi terhadap Kualitas Pelayanan (Studi Kasus Trans Metro Deli Medan)

Abstract

Trans Metro Deli bus as an alternative mode of land transportation that has been operating since November 2020. As a Buy The Services-BTS bus service initiated by the Ministry of Transportation through the Directorate General of Land Transportation and its operations are run by PT Medan Bus Transport. The presence of Trans Metro Deli bus transportation services is inseparable from the problems that occur on the track both from the service provider and the community as service recipients. The attitude of Trans Metro Deli drivers who drive irresponsibly is a problem that is often complained about by the public and passengers. In addition to drivers who act irresponsibly, some passengers consider drivers to be less friendly to passengers. Seeing complaints coming from the public regarding irresponsible Trans Metro Deli drivers, PT Medan Bus Transport needed to improve by providing a centralized supervision system, and needed improvements from work culture in order to improve service quality in Trans Metro Deli Medan City. The purpose of this study was to analyze and provide empirical evidence of the effect of supervision and work culture on the quality of service of the Trans MetroDeli Bus in Medan City. The research method used is quantitative research method. Research respondents totaled 112 people. Data collection techniques used primary data collection by means of questionnaire methods and secondary data collection techniques by obtaining data and documents from Trans Metro Deli Medan City and data analysis with multiple linear regression tests. The results showed that supervision and work culture together had a positive and significant effect on employee performance based on the results of the F TEST obtained a significance value of 0.00 <0.05 and the calculated F value was greater than the F table of 23.106> 3.08 which means that the variables of supervision and work culture simultaneously have an influence on service quality variables. Research recommendations, improving service quality in Trans MetroDeli Medan City must prioritize elements of good supervision and work culture so as to improve the quality of service of Trans MetroDeli Medan City.