Consumer’s Perceptions of Service Quality in Surakarta’s Bus Terminal during New Normal Era

Abstract

The bus terminal plays an important role in community activities and is a node of the transportation network. In the new normal era, people really need public transportation with good service quality and safe from being exposed to Covid-19. The quality of service can be seen from the consumer's perception of the service. This study evaluates the effect of tangible, reliability, responsiveness, assurance, and empathy dimensions on consumer perceptions of the new normal era at the bus station in Surakarta (Central Java, Indonesia) using a google form questionnaire. The questionnaire contains 20 questions. All indicators, including tangible constructs, reliability, responsiveness, assurance, and empathy, have a positive effect on consumer perceptions. In addition, both empathy and assurance have a higher effect than others.