Passenger’s Level of Satisfaction with and Loyalty to Trans Semarang Bus Services

Abstract

The rapid development of motorization in the city of Semarang caused an increase in congestion. This prompted the City of Semarang Government to provide adequate, safe and comfortable public transportation for the community. The public transportation service introduced in 2009 was a rapid transit system called the Trans Semarang Bus Rapid Transit (BRT). This study aims to measure the passenger’s level of satisfaction with and loyalty to Trans Semarang bus services. We measured satisfaction using the Customer Satisfaction Index (CSI) method. The satisfaction index is based on five dimensions of service quality, namely: physical, reliability, responsiveness, assurance, and empathy. The results showed the value of the CSI of 69.17 percent. This means that overall passenger satisfaction with the Trans Semarang bus service is still low. The level of passenger loyalty to Trans Semarang buses was measured by their intention to use the service in a sustainable manner is 78 percent. This means that if there is another alternative, the probability of leaving the Trans Semarang bus is 22 percent. The quality of Trans Semarang bus services still needs to be improved to increase passenger satisfaction with and loyalty to the bus services.