The causal relationship of the service quality of the TransJakarta Busway

Abstract

The implementation of the TransJakarta Busway in 2004 is viewed as one of the solutions to provide higher-quality public transportation service to solve the transportation problem in Jakarta. An improvement in service quality requires research that rigorously explores the experiences and perceptions of users of this mode of transportation. This article aims to provide an explanation regarding the causal relationship of the service quality of the TransJakarta Busway. The analysis employs two data sets that were collected from questionnaires: a data set pertaining to the first corridor and a data set pertaining to all of the corridors (seven corridors). Structural equation modelling is employed to show and test the causal relationship of the constructs of loyalty and service quality based on image and fact. The study shows differences in the factor loading between the two models; therefore, an analysis of the service quality of the busway system necessitates an evaluation of each aspect from all of the corridors to obtain a representative result rather than relying on information pertaining to only the oldest single corridor. The results of the causal relationship analysis suggest that the operator should devote attention to each attribute of service quality and the unique situation of each corridor. Based on the images and experiences of the users, the operator should provide a standard level of quality to all corridors to reduce the gap between image and fact.