Factors Affecting Passenger Satisfaction on the Depok-Bkn Transjakarta Bus
Hendy Yusman Firdaus
Department of Civil Engineering, Universitas Mercu Buana Jakarta, Indonesia.
Muhammad Isradi *
Department of Civil Engineering, Universitas Mercu Buana Jakarta, Indonesia.
Kukuh Mahi Sudrajat
Department of Civil Engineering, Universitas Mercu Buana Jakarta, Indonesia.
Joewono Prasetijo
Faculty of Engineering Technology, Universiti Tun Hussein Onn Malaysia, Malaysia.
Andri Irfan Rifai
Faculty of Engineering & Planning, Universitas Internasional Batam, Indonesia.
Muhammad Arsyad
Department of Civil Engineering, Universitas Lambung Mangkurat, Indonesia.
*Author to whom correspondence should be addressed.
Abstract
The Transakarta Bus (TJ) makes a significant contribution to the growth and development of urban areas, particularly in Jakarta's capital city. One aspect is to help reduce traffic congestion, which has been a problematic issue in Jakarta. The main objective of this study is to investigate the relationship between service quality dimensions and passenger satisfaction with TJ. The method in this study uses data based on field surveys and questionnaire instruments distributed to 100 TJ user respondents, then the data is processed and analyzed using the Partial Least Squares (PLS) technique. The study concluded that the service quality dimensions of assurance and empathy have a significant positive relationship with passenger satisfaction. In addition, these dimensions describe 53.9% of the variance in passengers' perceived satisfaction towards BTJ's performance on the Depok-BKN route. Based on the results of the study, it is recommended to improve connectivity with other modes of transport in order to increase user satisfaction and influence passenger decisions to use public transport.
Keywords: Public transport, passenger satisfaction, service quality, bus transjakarta