Kinerja Layanan Dan Kepuasan Penumpang Bus Trans Jatim Koridor 4 Menggunakan

Assessing the condition of road pavement is essential for establishing maintenance priorities, ensuring that the road’s level of service is upheld. Surface damage that is not identified and addressed early on can worsen, compromising ride comfort and increasing safety risks for road users. Consequently, a systematic assessment of each sample unit is necessary to obtain a measurable understanding of the road section's condition and to determine the appropriate interventions based on the severity of the damage. This study evaluates passenger satisfaction, service performance in relation to operational standards, and safety priorities for the Trans Jatim Bus Corridor 4 (Bunder Terminal–Paciran Terminal route). Employing a descriptive quantitative approach, the study integrates facility observations, document review, and Importance-Performance Analysis (IPA). Data were collected via questionnaires between August 3 and October 22, 2026, involving 121 passengers and covering 41 indicators across five service dimensions (four indicators received only 66 responses). All research instruments met the established criteria for validity and reliability. The average performance score was 4.198, while the average expectation score was 4.252, resulting in a gap of −0.054 and a conformity level of 98.73%. Twenty-eight indicators showed a negative gap. The "reliability" dimension recorded the lowest conformity (97.94%), while "empathy" recorded the highest (99.69%). The IPA identified nine indicators as top priorities. Satisfaction regarding safety ranged from 77.7% to 84.3%, with the highest level of dissatisfaction (22.3%) concerning safety at bus stops. While documentation confirms the presence of various facilities, it does not fully verify comprehensive operational compliance. Future improvements should prioritize safety along the corridor and at bus stops, staff preparedness, accessibility to bus stops, and schedule reliability.