Quality of service of “Electric Suroboyo Bus” as an urban public transportation system in Surabaya

Abstract

The global environmental crisis has prompted various sectors, including the government, to support sustainability efforts. In response, the Surabaya City Government introduced the "Electric Suroboyo Bus" as an environmentally friendly and customer-oriented public transportation innovation. This initiative, managed by the Surabaya City Transportation Agency and operated by PT Yutaka, aims to provide a safe, comfortable alternative to private vehicles while promoting the shift to electric-based public transit in line with the SDGs 7 goal of pollution reduction. This study employed a qualitative descriptive approach to evaluate the service quality of the Electric Suroboyo Bus across five dimensions: responsiveness, reliability, assurance, empathy, and tangibles. Data were collected through purposive sampling involving key stakeholders, including the Transportation Agency, PT Yutaka, and Surveyor Indonesia, using interviews, observations, and documentation at relevant sites. The results indicate that the Electric Suroboyo Bus demonstrates strong service performance in responsiveness, reliability, assurance, and empathy. However, certain tangible elements, particularly infrastructure such as bus stop facilities and the use of digital applications, require further development. Enhancing collaboration among managing parties is crucial to optimize the use of digital platforms and improve overall service quality, ensuring greater public adoption and contributing more effectively to sustainable urban mobility.