ANALISIS KINERJA PENGEMUDI JAKLINGKO TERHADAP KUALITAS PELAYANAN TRANSPORTASI PUBLIK

This study aims to evaluate the performance of JakLingko drivers in providing public transportation services based on passenger complaints. The background of this research is driven by the large number of public complaints regarding drivers’ behavior and service quality, such as unsafe driving practices, unfriendly attitudes, and a lack of discipline in following service regulations. The research method used is a qualitative approach with literature analysis techniques and data synthesis from various sources, including academic journals, news articles, and reports related to public transportation. The results indicate that the performance of JakLingko drivers still requires significant improvement, particularly in aspects of service quality such as empathy, responsiveness, and work discipline. Factors influencing these issues include work pressure, insufficient service training, and suboptimal supervision. Therefore, improvements are needed through enhanced training programs, regular performance evaluations, and strengthened monitoring systems to improve the quality of service provided to passengers.