Abstract

Public transportation is a crucial element in supporting urban mobility, facilitating socio-economic activities, and encouraging the development of the tourism sector. Madiun City responds to these needs by providing the Mabour Bus (Madiun Bus On Tour) service, a free nighttime tourist attraction managed by the Madiun City Transportation Agency. This service serves not only as a means of transportation but also as an effort to strengthen the city's image and tourist appeal. This study aims to examine the role of the Madiun City Transportation Agency in managing the Mabour Bus service, identify steps to improve service quality, and analyze the obstacles encountered in its implementation.
The study used a descriptive qualitative method, collecting data through interviews with officers and service users, field observations, and documentation studies. The data obtained were analyzed using the Miles and Huberman interactive analysis model, which includes data reduction, data presentation, and conclusion drawing.
The results indicate that the Madiun City Transportation Agency has implemented its Mabour Bus service management function quite optimally through operational planning, facility provision, training officers, and supervision. In general, service quality is measured by comfort, cleanliness, safety, operational frequency, and passenger utilization. However, punctuality still requires more attention due to fleet limitations, traffic conditions, and weather factors. Therefore, the Mabour Bus has the potential to become a sustainable public transportation service and support tourism in Madiun City if quality improvements are continuously implemented.

Keywords: Bus Workforce, Public Transportation, Service Quality, Transportation Agency