Kehidupan manusia pada zaman ini sering tergantung kepada teknologi dan transportasi, apalagi masyarakat yang ada di Kota yang sedang berkembang seperti Bandung, kebutuhan transportasi sangatlah tinggi. Oleh karena melihat kebutuhan masyarakat akan transportasi maka itu Damri menyelenggarakan pelayanan dibidang jasa angkutan umum berupa Bus Damri di Kota Bandung. Akan tetapi pelaksanaan pelayanan masih mengalami beberapa kendala seperti kurangnya transaparansi pelayanan, bus rusak yang tetap beroperasi. Teori yang digunakan dalam penelitian ini adalah teori mengenai kualitas pelayanan yang dikemukakan oleh Sinambela dalam buku reformasi pelayanan publik (2006:6). Sinambela mengemukakan bahwa kualitas pelayanan ditinjau dari transparansi, akuntabilitas, kondisional, partisipatif, kesamaan hak, dan keseimbangan hak serta kewajiban. Metode yang digunakan dalam penelitian ini yakni metode deskriptif dengan pendekatan kualitatif, untukmemperoleh data-data yang diperlukan, peneliti menggunakan teknik wawancara, observasi, studi kepustakaan dan dokumentasi. Teknik penentuan informan yang digunakan oleh peneliti yakni teknik penentuan informan secara purposive sampling yang ditujukan kepada aparatur, dan accidental sampling yang digunakan kepada masyarakat pengguna Bus Damri. Hasil dari penelitian ini menunjukan bahwa kualitas pelayanan mengenai transparansi mengenai perbedaan tariftiap jurusan dan jumlah kendaraan. Tingkat akuntabiltas yang kurang baik dilihat pertanggung jawaban peraturan, biaya, dan prosesnya, produk pelayanan masih belum seutuhnya berkualitas. Kondisional bus yang kurang efektif namun efisie, kurangnya tingkat partisipati masyarakat dalam pelayanan. Kesamaan hak yang adil bagi pelanggan serta keseimbangan hak dan kewajiban yang seimbang yang dimiliki oleh Perum Damri dan masyarakat.

Human life at this age often depends on the technology and transportation, especially in communities such as Bandung Metropolitan City, is very high transportation needs. Therefore see the transportation needs of the community that Public Company (Perum) DAMRI held services in the field of public transport services in the form of Bus DAMRI in Bandung. However, implementation of the service is still having some problems such as the lack of Transparency service, damaged bus that remain in operation, and different tariff setting in each department. The theory used in this research is the theory of the service quality in the book Sinambela public service reform (2006: 6) which suggests that service quality can be measured through transparency, accountability, conditional, participatory, equal rights, and the balance of rights and obligations. The research method used in this study researchers the descriptive research method with qualitative approach, to obtain the necessary data, researchers use interviewing techniques, observation, literature study and documentation. While the determination of the techniques used by researchers informant the informant determination technique purposive sampling addressed to the apparatus, and accidental sampling are used to people who do Damri bus service. The results of this research service quality was measured through 6 things Damri Corporation services such as the level of transparency regarding the differences in rates of each department and the number of vehicles, the level of accountability which is pretty good views of performance and cost, but the product is still not fully qualified services, conditional bus less effective yet efficient, the lack of participatory community level in service, the same equal rights among customers, as well as the balance of rights and obligations that do not provide fairness in rates across the lane Bandung, although it can be covered with honesty apparatus in performing the service.

https://elib.unikom.ac.id/gdl.php?mod=browse&op=read&id=jbptunikompp-gdl-mahendraye-34079