Passenger Satisfaction Measurement with a SERVQUAL Approach and Proposed Improvements to Non Bus Rapid Transit (BRT) Transjakarta Services Poris Plawad Route – Senayan Bundaran

DOI

10.2991/978-94-6463-088-6_18How to use a DOI?

Keywords

Service Quality (Servqual L); Customer satisfaction; Importance Performance Analysis (IPA)

Abstract

Developing countries tend to have problems in the form of people often encountering the phenomenon of congestion. Public transportation is one of the assessments of the quality level of development of an area or country. The government continues to try to unravel the phenomenon of congestion that occurs. One of the modes of public transportation in the capital and surrounding areas is Transjakarta, a bus that has many stops spread across each area and is integrated, providing users convenience in mobilizing from one place to another. One of the lines in the area near the capital, namely the Tangerang area, there is a route from the city near Jakarta that takes users to Jakarta, namely the Non- Rapid Transit type, the Poris Plawad – Senayan roundabout route. Measurement of Servqual (service quality) shows that this route transportation service is not satisfactory at the level of importance based on user ratings which include Tangible, Reliability, Responsibility, Empathy and Assurance. The biggest factor is related to reliability 1 regarding punctuality, reliability 2 regarding the range of bus arrivals, reliability 3 regarding the availability of appropriate shelters and responsibility 4 regarding the availability of sufficient fleets to accommodate passengers. The results of the research on the four main points, the company should review the departure scheduling system by shortening the time span between arrivals or considering adding to the fleet, as well as carrying out maintenance and repairs on the operated shelters.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Arief Suwandi
AU  - Ratri Kartika
PY  - 2022
DA  - 2022/12/23
TI  - Passenger Satisfaction Measurement with a SERVQUAL Approach and Proposed Improvements to Non Bus Rapid Transit (BRT) Transjakarta Services Poris Plawad Route – Senayan Bundaran
BT  - Proceedings of the First Mandalika International Multi-Conference on Science and Engineering 2022, MIMSE 2022 (Civil and Architecture)
PB  - Atlantis Press
SP  - 170
EP  - 183
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-088-6_18
DO  - 10.2991/978-94-6463-088-6_18
ID  - Suwandi2022
ER  -