ADMINISTRATIVE EFFICIENCY ENHANCEMENT IN SERVICES OF BUS HOSTESS OF THE TRANSPORT COMPANY LIMITED

Abstract

Objectives of this study were mainly to study (1) problems of administrative efficiency in services of bus hostess of the Transport Company Limited, (2) guidelines of administrative efficiency enhancement in services of bus hostess of the Transport Company Limited administrative efficiency in services of bus hostess of the Transport Company Limited, and (3) model of guidelines of administrative efficiency enhancement in services of bus hostess of the Transport Company Limited. The Services Quality Principle of 5 aspects: Access, Communication, Competence, Courtesy, and Creditability, was applied as conceptual framework of this study.

          Methodology of this research was designed the research design as mixed methods research applying quantitative research as a principal and qualitative research as a supplementary. The quantitative research was survey research collecting large amount of field data with questionnaires. The questionnaires passed try out of validity check at level of 0.88 and reliability check at level of 0.86. Population was all 7,285,521 people using bus services of the Transport Company Limited. Total of 1,111 samples were calculated by using Taro Yamane’s formula. Field data collection was collected during June 10-30, 2017 and total 1,108 completed sets of questionnaire, equaled to 99.73% of the 1,111 total sample, were returned. Data analysis was performed in contingency table with descriptive analysis. Descriptive Statistics exercised were percentage, mean, and standard deviation. For qualitative data, in-depth interview of 9 experts, selected by the purposive sampling with face to face interview of at least 60 minutes each and structured in-depth interview form, was also applied.

          Findings of this research were (1) the major problems of administrative efficiency was some of the bus hostess’ s lacking of skill, competence, and responsibility, (2) the major guidelines of administrative efficiency enhancement were: the bus hostess should increase skill, competence, and responsibility. In addition, the Transport Company Limited should also have a model of guidelines of administrative efficiency enhancement, and (3) the Transport Company Limited should form and apply the model of guidelines of administrative efficiency enhancement in services of bus hostess according to the Services Quality Principle of 5 aspects as the Key Performance Indicators (KPIs) and practical implementation. The model should respectively as follows: Competence, Creditability, Access, Communication, and Courtesy.