Attracting New Bus Public Transport Users with the “Bandar Lampung Transqual” Service Quality Model in Indonesia

Abstract This research focuses on investigating the quality of Trans Bandar Lampung bus public transport services. The research objective is to find the dominant factors of Trans BL bus service quality in order to attract people to use public transport by adding 3 new criteria to the Bandar Lampung Transqual (BL Transqual) model. The research methodology used quantitative and qualitative approaches. Data was collected through a survey method with a five-point scale electronic questionnaire. Respondents who participated amounted to 526 people. Nonprobability sampling technique with purposive sampling was used to capture respondents with the criteria of men and women who use vehicles or public transport with productive age 15-59 years. The analysis method uses Second Order Confirmatory Factor Analysis from SEM – AMOS. The findings are a model of land public transport service quality with 3 dominant factors: tangible, comfort, security and safety. Practical implications - Public transport managers and stakeholders can use the results of this study in building new urban transportation projects. The BL Transqual service quality model can be used as a reference by other researchers in creating future bus services. The originality of this research is to create a new public transport service quality model, especially buses in Indonesia.