Measurement modelling of the perceived service quality of intercity bus terminal

Abstract

There is a tendency on decreasing effectiveness on the use of intercity bus as result of relocation, this is indicated from passengers' reluctance for transit in the terminal. This research aims to develop monitoring and service evaluation indicators in intercity bus terminal. This research is to test quality of service factors out of 19 indicators. This research is conducted in Makassar Metro Terminal. The data is collected through survey to 350 passengers. Results of Exploratory factor analysis (EFA) classify the indicators into 5 factors, namely: Terminal Performance, Connectivity, Ease of Transfer, Operator Performance, Reliability service. Confirmatory Factor Analysis (CFA) is used to confirm the formed factors. Results of the CFA show that the Connectivity and Ease of Transfer have quite high factor loading each of which is by 0,93 and 0,9 compared to 3 other factors so that two factors are the priority in improving terminal service performance.