Satisfaction and Expectation Analysis of Surabaya-Porong Commuter Line Users

DOI

10.2991/apte-18.2019.51How to use a DOI?

Keywords

Commuter users, satisfaction an expectation, customer satisfaction Index (CSI)

Abstract

The people of Sidoarjo who are doing the activities at Surabaya need a mode of transportation that can serve their mobility from home to their office and vice versa. To meet those need, it is necessary to provide a better transportation and quality that includes security, comfort, timely, efficient and connectivity. Train is one type of mode transport that can be used as an alternative to help overcome all those problems. The Surabaya-Porong Commuterline is expected to attract the people of Sidoarjo in order to reduce the number of vehicles entering Surabaya and continuously, reduce congestion rate in Surabaya. But in the implementation of this commuter line is still not desirable by the public, this can be seen from the low occupancy of train (below 50%) and the trend of the number of commuter train passengers from year to year. The amount is very small when compared with the number of private vehicles from the direction of Sidoarjo to the city of Surabaya. Therefore, there needs to be an analysis of the satisfaction and expectation commuter users. Data collection was conducted on questionnaire field survey of respondents which is used for analyzing the performance on the satisfaction and expectation of commuter users. Satisfaction and expectation of train users have analyzing using Customer Satisfaction (CS). The results of the analysis have shown that several priority factors expected be improved, frequency and air condition. Moreover, the alertness of the officer or train conductor need to be maintained. This paper is intended to develop Indonesian Driving Anger Scale by adopting several items of driving anger short scale developed by Deffenbacher et al in the USA. The respondents were asked to rate the amount of anger that would be provoked from none at all, a little, some, much and very much if the items in the questionnaire were actually happened. Respondents were 176 car drivers or motorcycle riders aged at least 17 years old and hold a valid driving license from Greater Jakarta. The proportion of respondents by gender was 116 males and 60 females. There were only 4 items trigger anger more than average (more than mean score 3.00), i.e. other driver yell at you rudely (3.90), someone weaving in and out of traffic (3.67), other driver drove very slowly in the fast lane and therefore slowing traffic (3.26) and someone backs right out in front of you without looking (3.68). Male respondents (2.85) were significantly (α=0.003) more hot-tempered than female respondents (2.55) in terms of mean score of 14 items.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Hera Widyastuti
AU  - Ahmad Soimun
AU  - Anggit Putri
PY  - 2019/10
DA  - 2019/10
TI  - Satisfaction and Expectation Analysis of Surabaya-Porong Commuter Line Users
BT  - Proceedings of the 11th Asia Pacific Transportation and the Environment Conference (APTE 2018)
PB  - Atlantis Press
SP  - 41
EP  - 46
SN  - 2352-5401
UR  - https://doi.org/10.2991/apte-18.2019.51
DO  - 10.2991/apte-18.2019.51
ID  - Widyastuti2019/10
ER  -