Penelitian ini bermaksud menjawab tiga pertanyaan terkait tingkat kepuasan penumpang terhadap kualitas pelayanan transportasi bus damri trayek Tanjung Selor – Malinau. Pertama, bagaimana kesesuaian dan keinginan kinerja Perum DAMRI trayek Kabupaten Bulungan (Tanjung Selor) – Kabupaten Malinau kepada konsumen?. Kedua, bagaimana tingkat kepuasan konsumen terhadap jasa transportasi Bus DAMRI trayek Kabupaten Bulungan (Tanjung Selor) – Kabupaten Malinau?. Skripsi ini mengambil lokasi penelitian berada di Pasar Induk Tanjung Selor, kecamatan Tanjung Selor, Kabupaten Bulungan, Kalimantan Utara. Jenis penelitian yang digunakan penulis adalah penelitian deskriptif kuantitatif dengan menggunakan metode survey. Teknik pengumpulan data adalah dengan metode observasi yaitu pengumpulan data primer dan data sekunder, pengumpulan sampel, dan kuesioner. Dalam pengumpulan data ini menggunakan skala likert. Hasil dari penelitian ini, penulis menyimpulkan bahwa : Pertama, kesesuaian dan keinginan kinerja Perum DAMRI trayek Kabupaten Bulungan (Tanjung Selor) – Kabupaten Malinau kepada konsumen yaitu kuadran 1 terdapat 9 atribut yang menunjukkan bahwa atribut tersebut menjadi prioritas utama dan harus dilaksanakan sesuai dengan harapan penumpang; kuadran 2 terdapat 6 atribut yang menunjukkan bahwa indikator pada kuadran ini penting dan kualitas yang ada didalam kuadran ini sudah memberikan kepuasan pada penumpang; kuadran 3 terdapat 12 atribut yang menunjukkan bahwa indikator yang termasuk pada kuadran ini dinilai kurang penting sehingga indikator kualitas pelayanannya kurang memuaskan; dan kuadran 4 terdapat 6 atribut yang menunjukkan bahwa indikator yang termasuk pada kuadran ini dikatakan kurang penting, akan tetapi pelaksanaannya oleh pengelola bus Damri Trayek Tanjung Selor – Malinau dilakukan secara berlebihan. Kedua, tingkat kepuasan konsumen terhadap jasa transportasi Bus DAMRI trayek Kabupaten Bulungan (Tanjung Selor) – Kabupaten Malinau diperoleh indeks kepuasan penumpang yaitu 79,3373 yang menunjukkan bahwa kinerja pelayanan yang dirasakan masuk dalam kategori “Puas”.


Kata Kunci : Tingkat Kepuasan, Penumpang, Kualitas Pelayanan.

The focus of this study was to answer two questions on the degree of passenger satisfaction with the quality of DAMRI bus transportation services on the Tanjung Selor - Malinau route. First, what was the suitability and desirability of the performance of Perum DAMRI on the Bulungan Regency (Tanjung Selor) Malinau Regency route to consumers? Second, what was the level of consumer satisfaction with DAMRI Bus transportation services for the Bulungan Regency (Tanjung Selor) - Malinau Regency route? This study was conducted at Tanjung Selor Main Market, Tanjung Selor Sub-district, Bulungan Regency, North Kalimantan. The researcher employed survey methodologies to conduct quantitative descriptive study. The observation approach, which included gathering primary and secondary data as well as samples and questionnaires, was the data collection technique. A Likert scale was employed in the data collection process. The study's findings lead the researcher to the following conclusions: First, for consumers, the appropriateness and intended performance of Perum DAMRI on the Bulungan Regency (Tanjung Selor) - Malinau Regency route, namely quadrant 1, comprised nine attributes that showed which were the most important and needed to be implemented in a way that met passenger expectations. There were six attributes in quadrant 2 that indicated the indicators were significant and the quality in this quadrant had satisfied passengers; twelve attributes in quadrant 3 that indicated the indicators included in this quadrant were deemed less significant, resulting in subpar service quality indicators; and six attributes in quadrant 4 that indicated the indicators included in this quadrant were deemed less significant but were implemented excessively by the DAMRI Route Tanjung Selor - Malinau bus management. Second, a passenger satisfaction index of 79.3373 was obtained for the Bulungan Regency (Tanjung Selor) - Malinau Regency route, indicating a degree of customer satisfaction with DAMRI Bus transportation services that fell into the "Satisfied" category. Keywords: Satisfaction Level, Passengers, Service Quality