Measuring Public Perceptions of Transportation Services in Indonesia’s City through Social Media
- DOI
- 10.2991/aebmr.k.220209.032How to use a DOI?
- Keywords
- public transportation; perception; service; social media; bus; train
- Abstract
This paper examines public perceptions of transportation services in Indonesia’s big city through social media such as news channels, social networking sites, Facebook, and Twitter. The objectives are twofold: first, extract the pros and cons of public perceptions through mainly social media; second, such perception can be useful inputs for the government to provide a better service for society. This qualitative research applies five SERVQUAL indicators to analyze transportation services with two opposing perceptions: positive and negative. The five indicators are tangibles, reliability, responsiveness, assurance, and empathy. The finding demonstrates that most people deliver positive perceptions rather than negative complaints. The wordclouds analysis supports this thesis. The majority of public comments always mention these words: friendly, easy, safety, cheap, complete, good, rapid, and clean. Nonetheless, some protests still exist because the words “jam, accident, not maintained well, and lack of punctuality,” are discovered. In addition to positive inputs, negative inputs can be utilized by the government to improve service quality.
- Copyright
- © 2022 The Authors. Published by Atlantis Press International B.V.
- Open Access
- This is an open access article under the CC BY-NC license.
Cite this article
TY - CONF AU - Ridho Al-Hamdi AU - Shih-Nung Chen AU - Aulia Nur Kasiwi AU - Achmad Nurmandi AU - Yong-Kok Tan AU - Halimah Abdul Manaf PY - 2022 DA - 2022/03/01 TI - Measuring Public Perceptions of Transportation Services in Indonesia’s City through Social Media BT - Proceedings of the International Conference on Public Organization (ICONPO 2021) PB - Atlantis Press SP - 248 EP - 259 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.220209.032 DO - 10.2991/aebmr.k.220209.032 ID - Al-Hamdi2022 ER -