Pengaruh Kualitas Layanan Mikrotrans Jakarta Terhadap Kepuasan Penumpang
DOI:
https://doi.org/10.59188/jurnalsostech.v5i7.32288Keywords:
service quality, passenger satisfaction, Microtrans, IPA, CSIAbstract
The high mobility of Jakarta residents demands an efficient and integrated public transportation system. Microtrans as part of the JakLingko system becomes an important connecting transportation solution. This study aims to analyze the effect of Jakarta Microtrans service quality on passenger satisfaction using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. Data were collected through questionnaires from 125 active Microtrans users with a purposive sampling approach. Analysis was conducted based on five SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. The results show a CSI value of 84% which is in the "Very Satisfied" category. IPA analysis identified that drivers' ability to provide information and bus stop supporting facilities are top priorities for improvement (Quadrant I). Meanwhile, CCTV security aspects, responsiveness to priority passengers, and complaint services have performed well and need to be maintained (Quadrant II). There is a negative gap of -2.3 between expectations (54.7) and performance (52.4) indicating the need for service quality improvement. The reliability dimension has the highest negative gap (-1.7), while the tangible dimension shows the best performance with a positive gap of 5.7.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Meivina Hapsari
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC-BY-SA). that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
