THE EVALUATION OF SERVICE QUALITY BASED ON PERCEPTION AND EXPECTATION PASSENGER: Case Study Transjakarta and Singapore Buses
The need of trip nowadays has become the essential thing for the community especially for those who live in big cities such as Jakarta. High mobility certainly requires a good facility with a purpose to facilitate someone journey from origin to their destination. Poor services from public transporta...
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| Format: | Theses and Dissertations NonPeerReviewed |
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[Yogyakarta] : Universitas Gadjah Mada
2015
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| Online Access: | https://repository.ugm.ac.id/134657/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=77649 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | The need of trip nowadays has become the essential thing for the community especially for those who live in big cities such as Jakarta. High mobility certainly requires a good facility with a purpose to facilitate someone journey from origin to their destination. Poor services from public transportation became a trigger for people shifted using the private vehicle. At first glance that action would be the right alternative but along the time the use of private vehicle became a major problem in Jakarta. Bottlenecks almost occurred in every road in Jakarta. The lack of land for the construction of new roads and the production of motor vehicles that become higher are several factors caused the congestion. The solution for this problem is improving the public transportation system. Transjakarta is a pioneer in new transportation system that oriented in Bus Rapid Transit (BRT). Facilities like special lanes, shelter, and new fleet with Air Conditioner (AC) and so on are expected to attract the people in Jakarta to change their behavior from private vehicle user and turn to the public transportation. Things that became a challenge for application this new transport system is connected with the operator role to know the user characteristic and fitted it with their expectation and perception of services they want
This research is conducted using questionnaire for the passengers about their perception and expectation of service quality from Transjakarta. There are some methods have been used in this research. Firstly is the serqual method which refers to the five items such as reliability, tangibles, responsiveness, assurance, and empathy. All of items are an approached to find out things in detail about the strengths and the weakness of the service from the user's side. The twentieth attributes been used in this research that related to five dimension of serqual. The next method is IPA (Importance Performance Analysis), the outcome from this analysis will give more important fact about each attributes from the five dimension of serqual.
Based on data analysis, the main attributes that need to be improved is related with the certainty/accuracy bus arrival. It is shown from IPA matrix this attribute is the lowest performance from all attributes but has the highest level of importance. Overall the Transjakarta user felt quite satisfied with the existing service and it is shown with 56 % (0,56) as the customer satisfaction index point (CSI).
Keywords: public transport, Transjakarta, serqual, IPA. |
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