PERFORMANCE EVALUATION OF TRANS JOGJA BUS RAPID TRANSIT (BRT) SERVICES BASED ON USER SATISFACTION (CASE STUDY: LINE 7 GIWANGAN - BABARSARI)

• Main Author: Stevanly Bleskadit, Kirfan
• Format: Theses
• Language: Indonesia
• Subjects: Teknik sipil
• Online Access: https://digilib.itb.ac.id/gdl/view/85365
• Institution: Institut Teknologi Bandung

Trans Jogja Line 7 which connects Giwangan and Babarsari is an important mode of transportation for the people of Yogyakarta City. Along with increasing community activity and the many choices of transportation modes available, Evaluation of the quality of Trans Jogja Line 7 services is crucial to ensure optimal service. This research aims to evaluate the quality of Trans Jogja Line 7 services using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The service parameters analyzed include headway indicators, load factor, speed and travel time. Coverage area analysis was also carried out to determine the extent to which Trans Jogja Line 7 serves the community's transportation needs. The research results show several problems that affect the performance of Trans Jogja Line 7, such as unclear route information, sub-optimal bus cleanliness, and low officer responsiveness. IPA analysis shows that of the six dimensions consisting of 25 indicators, there are 4 indicators with appropriate performance and expectations, 5 indicators with low performance and expectations, 9 indicators with low performance but high expectations, and 7 indicators with high performance but low expectations. CSI analysis shows that the level of customer satisfaction is in the "Quite Satisfied" category with an index value of 58%. Further evaluation of performance indicators such as headway, speed, load factor, and travel time shows that although some indicators meet passenger expectations, there are still important areas that require improvement to meet the standards set in the Minimum Service Standards (SPM) based on the Regulation of the Minister of Transportation of the Republic Indonesia No. 27 of 2015. Thus, increasing service frequency, cleanliness, officer responsiveness and clarity of route information is very necessary. It is hoped that the implementation of these recommendations can improve the quality of Trans Jogja Line 7 services so that they can provide optimal satisfaction and comfort for users and comply with existing regulations.