Abstract
To tackle the increased motorization, Ministry of Transportation (MoT) of Indonesia has promoted pilot cities for land transport improvement. Unfortunately, TransJogja as a new transit system has failed to encourage number of passengers in spite of the increasing of travel demand from population growth as its service quality has continually declined after over five years of operations. This research provides a comprehensive tool for measuring the overall transit service quality, named Heterogeneous Customer Satisfaction Index (HCSI), by considering different service aspects. To measure TransJogja service quality, users completed information about 8 service aspects which consists of overall 27 service attributes. The value of HCSI is 7.22 out of 10 indicating that the service delivered is about 72 percent successful in satisfying TransJogja customers. More efforts are needed to increase the level of customer satisfaction and attract new users to establish TransJogja as an appropriate transit system within the city.
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