The Satisfaction Analysis for the Performance of Public Transport Urban Areas

Abstract

The development of urban areas cause a variety of problems and challenges as a direct impact of the \ndevelopment conditions of the region, including in terms of planning adequate transportation system, which is \nable to meet the needs of urban population movements, not only in terms of the amount of means of transport, \nbut also should pay attention to and improve performance of public transport services, strategies to improve the \nperformance of public transport in satisfaction of public transport users, requires an understanding of the \nattitudes of public transport users, knowledge of user behavior will provide optimal results to improve the \nperformance of public transport according to expectations and interests of public transport users. \nThis study aims to investigate the performance of public transport services, knowing the satisfaction of \npublic transport users in terms of aspects of interest or societal expectations, determine the effect of the level of \nsatisfaction of public transport services on the performance of public transport. This research method is a \nmethod of qualitative research, data analysis is used to determine the performance of public transport use \nImportance Performance Analysis (IPA) and know the satisfaction of users of public transport using the \nCustomer Satisfaction Index (CSI), to examine the effect of satisfaction on the performance of public transport \nusing Structural Equation Modeling (SEM). \nThe results showed that the performance of public transport remains low in providing services to the \nusers of public transport. The main priority of the expectations or interests of public transport users to get \ntreatment or improvement of public transport services is an indicator of accessibility, integration, capacity, \nsmooth and fast, convenient, safety, easy, timely, orderly, efficient. Based on the calculation, the CSI value of \n48.19% or 0.48 based on criteria CSI values were in the range from 0.35 to 0.50 (less satisfied) this means that \nthe public transport user satisfaction index of the performance of public transport are less satisfied with the \nservice transport general. Based on the results of SEM analysis of the influence of public transport user \nsatisfaction (Y) on the performance of public transport (X) derived a mathematical equation Y = 0,873X + 0.022 \nindicates that the public transport user satisfaction has a positive and significant effect on the performance of \npublic transport, any increase in public transport performance indicators it will also influence the increase in \nsatisfaction of users of public transport

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