Abstract :
The Covid-19 pandemic has had a significant impact, one of which is on the
transportation business sector. Lintas Shuttle as a business actor in the transportation
sector is trying to stay afloat, one of which is by implementing a feeder scheme. The
implementation of this feeder scheme turned out to be causing complaints from
passengers, especially upon arrival in the city of Bandung. As a result of complaints, it
indicates that the service has not been able to achieve service excellent or excellent
service, which then affects customer satisfaction with the service. This study aims to
determine how the effect of service excellent on the arrival feeder scheme at the PDP -
Buah Batu - MIM point on customer satisfaction. The research method used is
descriptive research with a quantitative approach, using data collection tools in the form
of questionnaires or questionnaires supported by data from observations. The
distribution of questionnaires was given to a sample of 120 respondents, using the
accidental sampling method. Variable X, namely service excellent, has eight sub?variables and Variable Y has three sub-variables, where all statement items are valid
and reliable. In data analysis, a simple linear regression test and normality test were
used. The results showed that service excellent was in a good category, customer
satisfaction was in the slightly good category and there was a significant influence
between service excellent on customer satisfaction by 85.1%, and the data were normally
distributed. Recommendations by researcher that can be used by Lintas Shuttle on the
PDP - Buah Batu - MIM feeder scheme are the implementation of capacity training,
optimization of facilities and customer satisfaction surveys.The Covid-19 pandemic has had a significant impact, one of which is on the
transportation business sector. Lintas Shuttle as a business actor in the transportation
sector is trying to stay afloat, one of which is by implementing a feeder scheme. The
implementation of this feeder scheme turned out to be causing complaints from
passengers, especially upon arrival in the city of Bandung. As a result of complaints, it
indicates that the service has not been able to achieve service excellent or excellent
service, which then affects customer satisfaction with the service. This study aims to
determine how the effect of service excellent on the arrival feeder scheme at the PDP -
Buah Batu - MIM point on customer satisfaction. The research method used is
descriptive research with a quantitative approach, using data collection tools in the form
of questionnaires or questionnaires supported by data from observations. The
distribution of questionnaires was given to a sample of 120 respondents, using the
accidental sampling method. Variable X, namely service excellent, has eight sub?variables and Variable Y has three sub-variables, where all statement items are valid
and reliable. In data analysis, a simple linear regression test and normality test were
used. The results showed that service excellent was in a good category, customer
satisfaction was in the slightly good category and there was a significant influence
between service excellent on customer satisfaction by 85.1%, and the data were normally
distributed. Recommendations by researcher that can be used by Lintas Shuttle on the
PDP - Buah Batu - MIM feeder scheme are the implementation of capacity training,
optimization of facilities and customer satisfaction surveys.