Sustainability in the Indonesian Public Transportation System: NPS-Based Performance Analysis of Transjakarta

Abstract

The Net Promoter Score (NPS) has garnered significant attention from scholars over the past decade as a simple metric for assessing a company's potential for sustainable performance, including Transjakarta (TJ). This research analyzed primary data collected through a survey of 2,000 respondents, including 1,611 Bus Rapid Transit (BRT) users, 205 Non-BRT (NBRT) users, and 184 Microtrans users. The results showed that overall satisfaction increased by 0.06% in 2019, with the highest growth in timeliness, accuracy, and modernity. However, satisfaction with tariffs decreased by 0.27%. According to the Importance-Performance Analysis, access to bus stops and travel time have become serious concerns. The NPS results showed a positive score of 36.1 in 2019, higher than the 2018 score of 33.5, indicating that TJ has gradually improved in encouraging customers to promote it to their colleagues and families. Improvements in access, maintenance, and travel time are essential.

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