Study on the factors affecting the quality of public bus transportation service in Bali Province using factor analysis

The volume of mobility flows are increasing every day and the condition of the number of people using private transport modes contribute to traffic congestion. With the limited capacity of the road, then one alternative solution to reduce congestion is to optimize the use of public transport. The purpose of this study was to determine the factors that influence user’s satisfaction on the quality of public bus transportation service and determine variables that became identifier on the dominant factor affecting user’s satisfaction on the public bus transportation service. The study was conducted for the public bus transportation between districts in the province of Bali, which is among the eight regencies and one municipality, using a questionnaire as a data collection instrument. Service variables determinant of user’s satisfaction in this study, described in item 25 questions, which were analyzed using factor analysis. The results showed there were six factors that explain the satisfaction of users of public transport in Bali, with a total diversity of data that can be parsed by 61.436%. These factors are: Safety and security; Responsiveness; Capacity; Tangible; Safety; Reliability. The dominant factor affecting public transport user satisfaction is the safety and comfort, with the most influential variable is feeling concerned about the personal safety of users when on the bus.