Abstract
Public transportation is considered to be able to handle several transportation problems, such as “the ancient” traffic congestion to “the contemporary” environmental impact. Rail transit, or also known as commuter rail, is one of the most important public transportation types since it could reduce effectively the traffic congestion. At this instant, service quality of commuter rail is essential to achieve the customer satisfaction. This research aims to assess the operations of commuter rail by assessing its service quality. The importance-performance and gap analysis (IPGA) based on nine criteria was applied to accomplish the objective. A case study was conducted in KRL commuter line of Jakarta Metropolitan Area which is operated by P.T. Kereta Commuter Indonesia. The result shows that the safety criterion has the highest relative importance score and the fare has the highest relative performance score. The IPGA technique then was employed to build strategies based on the relative importance and performance from the passengers’ point of view.
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