Passenger Satisfaction Analysis of Urban Transportation System Service Jak Lingko

Abstract

Jakarta is the city with the most population in Indonesia where in 2019 there was 10,557,810 inhabitants(Central Bureau of Statistics, 2019)which makes Jakarta the city with the highest mobility. The government program to support mobility and advance the urban transportation system is to implement an integrated systemJak Lingko (route integration, management integration, and payment integration).In order to attract public interest, the service system and transportation system infrastructure must give a good impression to the passengers. To find out the level of performance and assessment of passengers on the performance of Jak Lingko, analysis of service quality and assessment of passengers is needed. The method used in analyzing passenger data for the Jak Lingko route Kelapa Gading-Rusun Kemayoran is Importance Performance Analysis (IPA), which will determine the level of important service priorities. Data obtained from distributing questionnaires and observations at the research location, which will also be tested using the IBM SPSS ver. 25, the data testing is validity test, reliability test, and hypothesis test. The results showed the performance of PT. Transjakarta is considered good with the average value of the tested variables, namely 4.24 on a scale of 5.00. Meanwhile, the level of passenger satisfaction achieved a value of 4,184 from a scale of 5.00 which is in the Good category.