Quality OF Service ON Public Mass Transit IN Jakarta

Tety Elida · Didin Mukodim

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Transportation Planning and Optimization Healthcare Quality and Satisfaction Urban Transport Systems Analysis

Abstract

The traffic congestion in Jakarta remains unsolved despite the provision of public transportation, \nsuch as Trans Jakarta bus which is relatively comfortable. This study aims at measuring the service \nquality of Trans Jakarta bus based on its passengers’ perception. Samples were taken from 400 respondents at 8 bus corridors. Data were collected through questionnaires and were analyzed with \ndescriptive method. The study revealed that the availability of physical facilities and security became \nfactors that should be emphasized.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2004E-S-QUAL 2002Introduction 2007Understanding attitudes towards public transport and private car: A qualitative study 2004Service quality dimensions: an examination of Grönroos’s service quality model 2008Age differences in mobile service perceptions: comparison of Generation Y and baby boomers 2007Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores

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2017Best Practice BRT for Increase TransJakarta Modal Share

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