The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran (Tispa)

This study aims to analyze the influence of service quality on passenger satisfaction at PT Titisan Sang Pangeran (Tispa). The research method used is a quantitative method with the distribution of questionnaires to 300 Tispa passengers during 2023. The results showed that service quality had a positive and significant influence on passenger satisfaction with a correlation coefficient of 0.734 and an R Square of 0.588. This means that 58.8% of the variation in passenger satisfaction can be explained by the quality of service provided. The most influential factors in service quality are vehicle facilities, service responsiveness, and employee friendliness. In conclusion, improving the quality of service can increase passenger satisfaction at PT Titisan Sang Pangeran.