Measuring the Service Quality of a Multimodal Transshipment Station

Abstract

During its development, a train should be connected to different transportation modes so consumers have further transshipment nodes, such as airports and bus terminals. Accordingly, the transportation pattern has shifted from a single mode to multimodal, so network connectivity is needed to gain an on-time and reliable transportation process. Practically, the Solo Balapan Train Station, located in Central Java (Indonesia), is one of the central train stations and has a number of essential functions for consumers traveling to other cities or destination areas such as the airport or the bus station. The Solo Balapan Train Station is designed as a multimodal transshipment point in which excellent service is critical to ensure seamless transportation. Thus, performance evaluations are essential to create better transportation services. Contextually, the performance of multimodal transportation services in this study was measured using the Importance-Performance Analysis (IPA) method. The results show that respondents perceive that the quality of the pedestrians’ access, the integrated ticket payment system, and the quality of the supporting facilities are the priorities for service improvement. Also, this study identified that multimodal transportation services at the Solo Balapan Train station were still partially integrated. Consequently, process integration is a necessity to create superior transportation services.