EVALUATION OF SERVICE QUALITY OF INFORMATION SYSTEM ON PUBLIC TRANSPORTATION (CASE STUDY : TRANSJAKARTA)

• Main Author: RAHMA (NIM : 25015013), SITI
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/24337
• Institution: Institut Teknologi Bandung

Information need in public information system is the absolute requirement that must be fulfilled by the transportation service provider. In the delivery of information, there are some compulsory aspects of regularity which are subject to the Minimum Service Standards for Public Transportation regulated in both Ministerial Decree and other normative studies. The current development of technology impacts on the ease of moving across each individual’s space and time. It is also implemented in the dissemination of information on public transportation operation by means of website and application easily accessed by mobile devices. <br /> <br /> <br /> This research aims at evaluating the information system of public transportation with the case study of TransJakarta. The method of information system quality measurement will use the dimension of analysis service quality measurement SERVQUAL put in comparison with the aspects of public transportation service quality measurement generated from literature reviews. The result of comparative analysis of the two methods will be linked to WEBQUAL method, a technique to measure the quality of website and online application based on users’ perception. Analytical techniques that will be used are gap analysis and interest rate analysis by using Importance Performance Analysis (IPA) technique. <br /> <br /> <br /> The results of the gap analysis are, the largest gap occurs in the actual information of transport, the detailed information on the arrival time, and the fit of the operational hours. For interest level analysis, it is divided into four quadrant of IPA diagram. The assessment variables that become the main priority, which are in the first quadrant are; the actual information transport, the level of detail information on the arrival time of transportation at the stop, and the fit of the operational hours. In second quadrant or assessment variables that should be maintained its performances are stop information at successive stops, ease of navigating in the website, and the relevant information based on the needs of passengers. Assessment variables in third quadrant, which are low priority in the improvement is the accurate information of security disturbance. In fourth quadrant which are do not require priority in improving the performance are the ease in applications’ downloading, and the appearance of websites or applications.