Evaluating Service Quality and User Satisfaction of Bus Services from Passenger’s Perspective in Greater Jakarta: A Comparative Analysis of Intercity and CityBus

DOI

10.2991/978-2-38476-299-6_23How to use a DOI?

Keywords

Public Transport; Passenger Satisfaction; Bus Service Quality; Intercity and city bus

Abstract

As part of urban public transport performance, bus service quality is an important factor affecting the choice of passenger travel mode. This paper aims to assess the service quality and user satisfaction of two significant intercity bus services in the Jabodetabek region: Intercity bus (Transjabodetabek) and CityBus (Biskita Transpakuan). It is composed of 6 first-level indexes (Operational, Comfort, Security, Safety, Disability and Elderly Facilities, Facilities for Women and Pregnant Women Passengers) and 21 second-level indexes. Considering the scale of bus service in Greater Jakarta, this research carried out a stratified sampling intercity (Transjabodetabek) bus customers with routes Bubulak-Grogol, Bubulak-Rawamangun, Bubulak-Blok M, and Bubulak-Tanah Abang and city-bus (Biskita Transpakuan) serving 4 corridors with a total of 49 fleets. The study compares user perceptions, satisfaction levels, and identifies areas for improvement. Utilizing multiple linear regression analysis and Importance Performance Analysis (IPA), this research provides insights into factors influencing customer satisfaction and offers recommendations for enhancing service quality. After testing the reliability and validity of the indicator system, the paper proposes a satisfaction evaluation model weighted by the related coefficient. The results show that overall satisfaction score is satisfaction rate for the intercity bus service (Transjabodetabek) stands at 63.2%, while the satisfaction rate for the city bus service (Biskita Trans Pakuan) is higher, at 72.79%. Comparison between the intercity bus (Transjabodetabek) and city bus (Biskita Trans Pakuan) shows that city bus customers have a higher satisfaction rate. Conclusions can be drawn that the satisfaction score of the intercity bus service is the lowest, which is mainly influenced by factors such as longer waiting times, less frequent service, and insufficient information on bus arrival times. The research provides positive contributions toward normalizing performance evaluation for public transportation and enhancing the sustainable development of bus.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Muhammad Nanang
AU  - Didik Priadi Mulyawan
AU  - Muhammad Rinaldi
AU  - Annisyia Zarina Putri
PY  - 2024
DA  - 2024/11/05
TI  - Evaluating Service Quality and User Satisfaction of Bus Services from Passenger’s Perspective in Greater Jakarta: A Comparative Analysis of Intercity and CityBus
BT  - Proceedings of the 2nd Ibn Khaldun International Conference on Applied and Social Sciences (IICASS 2024)
PB  - Atlantis Press
SP  - 312
EP  - 326
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-299-6_23
DO  - 10.2991/978-2-38476-299-6_23
ID  - Nanang2024
ER  -