BUS RAPID TRANSIT SERVICE QUALITY ANALYSIS (CASE STUDY: TRANS JATENG TAWANG - BAWEN)

• Main Author: Desiana, Renny
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/38934
• Institution: Institut Teknologi Bandung

Semarang City as the center of government activity in Central Java Province continues to experience growth from time to time. The development of this city caused an increase in population and also an increase in the number of movements. The procurement of BRT (Bus Rapid Transit) is an effort to serve the movement between cities in Central Java Province. In balancing changes and progress in the field of transportation, it is demanded the optimization of the procurement of services in order to provide maximum service quality. Therefore, so that the procurement of the Trans Jateng BRT can withstand challenges in transportation and be able to run more effectively and efficiently based on community needs, there is a need for studies related to service quality. This research was conducted with the aim to determine the quality of Trans Jateng BRT service as an effort to improve attractive and reliable mass transportation services. In relation to the objectives to be achieved in this study, 2 objectives are set, namely (1) analyzing from an institutional perspective based on good governance indicators; (2) analyze from a technical point of view using customer satisfaction calculations with servqual indicators or importance performance analysis. This study uses a quantitative approach. Data collection techniques using interviews, observation, document review and questionnaire. The results of the analysis that have been carried out show that the services provided by Trans Jateng BRT are still not optimal in terms of institutions and technical aspects, this condition is indicated by the existence of problems in law enforcement, bus capacity and employee competency. The value of customer satisfaction in using the Trans Jateng BRT is 72%, which means that customers are satisfied using the Trans Jateng BRT but still need to improve services. Recommendations for this study are the addition of a bus fleet, improving the quality of human resources and improving law enforcement.