Abstract
Yogyakarta, one of the middle cities in Indonesia, has been developing BRT system named Trans Jogja to reduce growth of motorization. However, the performance tends to decrease year by year, therefore the system and management upgrading must be carried out continuously to restore public trust. This research tries to investigate public satisfaction, their expectation, and some attributes considered important based on public’s perspective using IPA method that can be used as useful information systems to evaluate service quality by prioritizing or focusing on areas where improvement is needed. The results reveal that decision maker must focus and allocate their resources to improve Trans Jogja system on the following attributes: a) keep punctuality, b) shorten waiting time in the bus stop, c) improve bus comfort, d) provide safety for child passenger, e) improve bus stop comfort, f) create new bus route to enlarge accessibility, and g) shorten bus travel time.
Highlights
Most of the cities in developing countries have been facing big problem with the public transportation
Idris [1] conducted the study on city bus in Yogyakarta, using Customer Satisfaction Index (CSI) the study revealed that the performance of bus system is quite poor
Yogyakarta local government has established a new system Bus Rapid Transyt (BRT), named Trans Jogja, for around 12 years to provide an alternative of public transportation for the residents
Summary
2.1 Study Design In this study, interviewing survey was undertaken to Trans Jogja passenger and non-passenger. Respondents characteristic can be declared firstly as follow: passenger respondent’s characteristics of BRT Trans Jogja are elaborated based on gender and occupation. The amounts of 200 passengers are chosen to reveal suitability level from comparing between Trans Jogja performance score and passenger’s importance score. If we were to plot the importance and performance on the IPA grid Trans Jogja leaders and managers would be able to quickly identify areas in which operators should allocate their resources to improve Trans Jogja performance. Walking distance to bus stop Easiness to buy the ticket Ticket price Availability of time table, bus route in the bus stop Bus stop comfort Waiting time in the bus stop Bus-stop’screw service Bus stop cleanliness Keepingpunctuality On buscomfort Bus crew service Secure from crime Trip safety Travel time Route/bus transfer Operating time Accessibility Governmentinstantiate by using public transportation Safe for childpassenger
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