Analysis of Transjakarta Service Performance on the Cibubur-BKN by Servqual Method
Authors/Creators
- 1. Faculty of Engineering, University Mercu Buana Jakarta, Indonesia
- 2. Industry Centre of Excellence for Railway (ICoE-REL), Universiti Tun Hussein Onn Malaysia
- 3. Faculty of Computer Science, University Mercu Buana Jakarta, Indonesia
- 4. Department of Civil Engineering, Ujung Pandang State of Polytechnic, Makassar, Indonesia
Description
Transjakarta is very important as public transportation because it can
effectively and efficiently provide access for the community to meet their daily needs for goods
and services, one of which is the Cibubur-BKN route. This study aimed to
determine the service performance and service quality of the Cibubur-BKN Transjakarta bus
route. The method used in this research is to distribute questionnaires to identify the level of
satisfaction of service users in collecting data using the servqual method. The research strategy
used is quantitative and qualitative with the research method used is the descriptive research
method. This approach aims to find out specifically, clearly and in detail how the
performance and quality of services provided by the agency according to user perceptions.
Based on the analysis of the respondent's reliability test for performance, Cronbach's alpha
value is 0.931 and the respondent's reliability test value for expectations is 0.858. Furthermore,
Transjakarta Cibubur-BKN has a total performance value of 26, so according to the decision
of the Director-General' of Transportation in 2002, the performance is very good. The service
quality of Transjakarta Cibubur-BKN with a Servqual Score of 0.012 can be said that the
overall level of customer satisfaction for Transjakarta Cibubur-BKN customers is not satisfied
with the service received by users