Purba, Aleksander and Nakamura, Fumihiko and Herianto, Dwi (2017) SERVICE DELIVERED ON NEW TRANSIT SYSTEM FROM USERS VIEWPOINT (CASE STUDIES: TRANSJOGJA AND TRANSMUSI-INDONESIA). In: Quality in Research, July 2017, Bali. (Submitted)

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Aiming to tackle the increased motorization in Indonesian cities, particularly motorcycles phenomenon, the Ministry of Transportation (MoT) of Indonesia enacted decree No. 51 of 2007, promoting pilot cities for land transport improvement. From the target of thirty pilot cities by 2014, to date, twenty-seven cities have signed a memorandum of understanding with MoT and launched more than twenty new urban bus systems, including TransJogja of Jogjakarta and TransMusi of Palembang. The aim of this study is to explore user perceptions of new urban bus service, regarding quality of service, subsidy and fare, satisfaction, and loyalty. The structural equation modeling is applied to examine user’s satisfaction by testing some hypotheses. According to the level of significance and regression weight, the safety and security (0.784/0.834), and customer service and information availability (0.764/0.514) are the two most important attributes for improving the quality of service of TransJogja as well as TransMusi models, in addition to the subsidy and fare (0.881) attribute in TransJogja model alone. In regards to subsidy and fare policy, the distribution of subsidies (0.833), and effect of subsidization (0.708) attributes are the two most willing to pay attention the local government in the TransJogja model, while the effect of subsidization (0.641) attribute is the one with the highest priority in the TransMusi model which could lead to increase the effectiveness of transport subsidies. In terms of satisfaction, the satisfaction with comfort (0.873), and satisfaction with helpfulness of personnel (0.816) attributes are the two most recommended aspects for the improvement of customer satisfaction in the TransJogja model, as well as loyalty to use if the fare is affordable (0.779), and loyalty to use if the services is satisfactory (0.695) attributes, which are necessary elements for maintaining customer loyalty. Additionally, loyalty to use if the service is satisfactory (0.725) attribute is the one with the highest priority element for maintaining customer loyalty in the TransMusi model.

Item Type: Conference or Workshop Item (Speech)
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Fakultas Teknik (FT) > Prodi Teknik Sipil
Date Deposited: 12 Jun 2017 04:03
Last Modified: 12 Jun 2017 04:03
URI: http://repository.lppm.unila.ac.id/id/eprint/3276

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