Evaluation of the Quality of Transportation Services in Trans Semanggi Suroboyo with the Support of the Gobis Application System

Rahny Clarissa Pudja Irvania ; Sri Kamariyah ; Zaenal Fatah
International Journal of Humanities and Social Sci... 📅 2026 Vol 3, No 1 🔗 DOI: 10.62951/ijhs.v3i1.582
Abstract
This study aims to evaluate the quality of Trans Semanggi Suroboyo public transportation services with the support of the GoBis application system as a form of digital-based public service innovation in the city of Surabaya. The research method used is qualitative descriptive with the SERVQUAL (tangible, reliability, responsiveness, assurance, empathy) theoretical approach. The data used includes secondary data from the Surabaya Transportation Office, with the number of GoBis users reaching 327,018 people, GoBis balance users 42,833 people, and saving ticket users 2,095 people. The results of the study show that the tangible and reliability dimensions are relatively good, shown through modern fleet conditions and fairly consistent departure schedules. However, in the dimensions of responsiveness, assurance, and empathy, there are still obstacles related to the speed of response of digital systems, transaction security, and limitations of users' digital literacy. The utilization of GoBis' digital transaction feature is still low compared to the total number of application users. This study concludes that the success of Trans Semanggi Suroboyo is highly dependent on the integration between the quality of physical services and the effectiveness of the digital system. It is necessary to strengthen technological infrastructure, improve data security, and digital education for the public so that the quality of smart transportation in the city of Surabaya can run optimally and sustainably according to the principles of smart mobility.
Keywords
Digital Innovation; GoBis Application; Public Transportation; Service Quality; Smart Mobility
How to Cite

Rahny Clarissa Pudja Irvania, et al. (2026). Evaluation of the Quality of Transportation Services in Trans Semanggi Suroboyo with the Support of the Gobis Application System. International Journal of Humanities and Social Sciences Reviews, 3(1). https://doi.org/10.62951/ijhs.v3i1.582

Rahny Clarissa Pudja Irvania; Sri Kamariyah; Zaenal Fatah, "Evaluation of the Quality of Transportation Services in Trans Semanggi Suroboyo with the Support of the Gobis Application System," International Journal of Humanities and Social Sciences Reviews, vol. 3, no. 1, 2026.

Rahny Clarissa Pudja Irvania; Sri Kamariyah; Zaenal Fatah. "Evaluation of the Quality of Transportation Services in Trans Semanggi Suroboyo with the Support of the Gobis Application System." International Journal of Humanities and Social Sciences Reviews, vol. 3, no. 1, 2026.

Rahny Clarissa Pudja Irvania; Sri Kamariyah; Zaenal Fatah. "Evaluation of the Quality of Transportation Services in Trans Semanggi Suroboyo with the Support of the Gobis Application System." International Journal of Humanities and Social Sciences Reviews 3, no. 1 (2026).

Rahny Clarissa Pudja Irvania, et al. (2026) 'Evaluation of the Quality of Transportation Services in Trans Semanggi Suroboyo with the Support of the Gobis Application System', International Journal of Humanities and Social Sciences Reviews, 3(1). doi: 10.62951/ijhs.v3i1.582.

Rahny Clarissa Pudja Irvania; Sri Kamariyah; Zaenal Fatah. Evaluation of the Quality of Transportation Services in Trans Semanggi Suroboyo with the Support of the Gobis Application System. International Journal of Humanities and Social Sciences Reviews. 2026;3(1).

Artikel Terkait

Community Empowerment through the Batik Industry: The Facilitative Role of the Urban Village Administration in Strengthening the Creative Economic Capacity of Residents in Kampung Batik Okra Surabaya

Rasidi Rasidi; Dandy Wirawan; Zainal Fatah

Innovation in Administrative Services Through Sipersateng at the Regional Secretariat of Central Papua Province

Ellen Elsye; Amirul Mustofah; Aris Sunarya

Evaluating Package C Equivalency Education Policy in a Non-Formal Education Unit: A CIPP-Based Case Study from Batudaa, Gorontalo, Indonesia

Siti Ramawati Abas; Sukarman Kamuli; Sri Yulianty Mozin

Strengthening Financial Accountability through Human Resource Competence: Evidence from an Indonesian Public Service Agency University

Icon Latif; Udin Hamim; Muchtar Ahmad

The Performance of Student Administrative Services in the Society 5.0 Era: Evidence from Gorontalo State University

Yulianti Taib; Asna Aneta; Sri Yulianty Mozin

Innovation in Official Travel Administration Based on Information Technology to Support Local Government Budget Efficiency

Nur Mala Sari; Ulul Albab; Sapto Pramono; Dian Ferriswara
Tren Sitasi Jurnal