Passengers services preferences on Jakarta MRT phase I (Lebak Bulus to Hotel Indonesia)

Abstract

Abstract MRT is one of public transportation which create reliable and affordable services to its passengers. Passengers of public transportation are the most entitled to measure the quality of service, since the transportation service provider should understand their consumer preferences. Aim of this research is to identify the Jakarta MRT passengers services preferences and what they will need in the future. Data collected using questionnaires which distributed by Google forms to passengers and analyzed by Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). As results, the services for MRT passengers is satisfied and found some indicators which lack of performance to be improved, namely: availability of other modes service to/from stations, affordability of MRT rates and the convenience of pedestrian facilities.

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