Vol. 5 No. 2 (2026): January
Articles
Improving Community Satisfaction in Sidoarjo's Seasonal Free Homecoming Transportation Program: A Policy Perspective
Abstract
Purpose: This study evaluates the effects of Service Quality, Officer Competence, Facilities and Infrastructure, and Service Digitalization on Community Satisfaction and Community Loyalty in the Sidoarjo Regency Free Homecoming Program, while examining the mediating role of Community Loyalty.
Research Methodology: A quantitative causal and policy-evaluation approach was applied to 78 participants selected through purposive sampling from 350 registered participants. Data were collected using a five-point Likert-scale questionnaire and analyzed through validity and reliability tests, classical assumption tests, multiple linear regression, t-tests, F-tests, and the Sobel test.
Results: Service Quality and Facilities and Infrastructure significantly influence Community Loyalty, while Officer Competence and Service Digitalization do not. Service Digitalization is the strongest predictor of Community Satisfaction, and Community Loyalty also has a significant positive effect. The models explain 24.6% of Loyalty variance and 41.3% of Satisfaction variance. No indirect effect through Community Loyalty is statistically significant.
Conclusions: Loyalty and satisfaction require different but complementary strategies. Service Quality and Facilities should support long-term loyalty, while Service Digitalization should improve immediate satisfaction.
Limitations: The study is limited by its cross-sectional design, small sample, single-program context, and reliance on self-reported data.
Contributions: The study provides practical evidence for prioritizing investments in service reliability, facilities, digital services, and standardized officer performance in seasonal public transportation.
Community Loyalty
Community Satisfaction
Public Service Policy
Service Digitalization
Service Quality
How to Cite
Sutarni, S., Sukesi, S., & Iristian, J. (2026). Improving Community Satisfaction in Sidoarjo’s Seasonal Free Homecoming Transportation Program: A Policy Perspective. Jurnal Transportasi, Logistik, Dan Aviasi, 5(2), 97-108. https://doi.org/10.52909/jtla.v5i2.445
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