Abstract
Importance-Performance Analysis (IPA) is a common approach usually applied in examining public satisfaction and has been adopted in the transportation sector to measure the quality of service provided by the public transport system. This study, therefore, investigated the relative important service quality attributes of bus systems among both public and private modes of transportation users in Banda Aceh in Indonesia. An urban bus system known as the "Trans Koetardja" was used as a case study and a questionnaire designed based on preference survey was applied. A total of 200 samples comprising of 100 bus users and 100 private mode users including cars and motorcycles were used for the preliminary study. Moreover, the IPA approach was used to evaluate the Trans Koetaradja service quality attributes based on importance and performance classification. The quadrant grid plot showed the need for the operators to allocate their resources towards improving their services by considering (a) an improvement in bus stop facilities, (b) enhancement in the route and accurate timetable, and (c) shortening bus travel time and waiting time in the bus stop
Highlights
Modern personal mode of transportation such as cars and motorcycles generate transport-related problems due to traffic congestion
The government has reformed the bus system to deal with the current unreliable bus services by replacing the conventional urban public transport with a more convenient system known as the “Trans Koetaradja”
The improvement efforts required to be considered include five service elements which are E8. This means punctuality, travel time, and waiting time are the primary attributes required to attract Trans Koetaradja ridership based on the possibilities of replacing the existing public transport which was observed to lack reliability in terms of punctuality, travel time, waiting time, and facilities or convenience with the new bus system
Summary
Modern personal mode of transportation such as cars and motorcycles generate transport-related problems due to traffic congestion This further leads to several externalities including unwarranted travel times, air pollution, unnecessary energy consumption, and frustration while driving in Jakarta (capital of Indonesia) [1,2,3]. The government has reformed the bus system to deal with the current unreliable bus services by replacing the conventional urban public transport with a more convenient system known as the “Trans Koetaradja”. This involves the use of new technol-
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