Passenger Service Satisfaction Evaluation of Jakarta-Bandung High-Speed Railway

Abstract

As competition in the passenger transportation industry intensifies, high-speed railway must continuously improve service quality to win passenger satisfaction and secure a place in the competitive market. The Jakarta- Bandung High-Speed Railway (JBHSR), Indonesia’s and Southeast Asia’s first high-speed rail, commenced operation in October 2023. This study aims to identify areas for service improvement by measuring and evaluating passenger satisfaction and proposing optimization suggestions. Combining domestic and international service quality evaluation schemes and customer satisfaction models, this study employs the Analytic Hierarchy Process (AHP) to construct a passenger satisfaction evaluation system for high-speed rail services from three dimensions: perceived quality, expected value, and perceived value. A passenger satisfaction survey was conducted, and the results were analyzed using AHP and Fuzzy Comprehensive Evaluation (FCE) methods to calculate satisfaction scores. The Importance-Performance Analysis (IPA) revealed that aspects such as ease of ticket purchasing, accuracy of train operation information, and punctuality scored highly in terms of satisfaction. However, items categorized under ‘Concentrate Here’ and ‘Low Priority’ quadrants require further optimization. This study benchmarks successful practices from other countries’ HSR systems and proposes specific improvement measures, including installing free Wi-Fi at stations and on trains, expanding parking capacity with an online reservation system, increasing the number of escalators and elevators at Padalarang Station, and installing electronic displays and enhancing ground signage for better visibility of carriage positions. These measures aim to improve the quality of HSR services and enhance passenger satisfaction.