THE RELATIVE IMPORTANCE OF BUS SYSTEM’S PERCEIVED SERVICE QUALITY (PSQ) ATTRIBUTES AMONG PUBLIC AND PRIVATE MODE USERS IN INDONESIA
Keywords:
service quality, public transport, preference data, IPA, Indonesia
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.
References
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2. Sugiarto, S., Miwa, T., Sato, H., Morikawa, T. (2017). Explaining Differences in Acceptance Determinants towards Congestion Charging Policies in Indonesia and Japan. Journal of Urban Planning and Development, Vol. 143, No. 2, p. 1-12.
3. Sugiarto, S., Miwa, T., Morikawa, T. (2017). Inclusion of Latent Constructs in Utilitarian Resource Allocation Model for Analyzing Revenue Spending Options in Congestion Charging Policy. Transportation Research Part A: Policy and Practice, Vol. 103, p. 36–53.
4. Sugiarto, S., Miwa, T., Sato, H., Morikawa, T. (2020). The Tendency of Public’s Attitudes to Evaluate Urban Congestion Charging Policy in Asian Megacity Perspective: Case a Study in Jakarta, Indonesia. Case Studies on Transport Policy. Vol.8, No. 2, p. 143-152.
5. Saleh, S.M., Sugiarto, S., Hilal, A,. Ariansyah, D. (2017). A Study on the Traffic Impact of the Road Corridors due to Flyover Construction at Surabaya Intersection, Banda Aceh of Indonesia. AIP Conference Proceedings. Vol. 1903, No. 1, p. 06005
6. Saleh, S. M., Sugiarto, S., Anggraini, R. (2019). Analysis on Public’s Response Toward Bus Reform Policy in Indonesia Considering Latent Variables. The Open Transportation Journal. Vol. 13, p. 17-24.
7. Aggraini, R., Sugiarto, S., Pramanda, H. (2017). Factors Affecting Trip Generation of Motorcyclist for the Purpose of Non-mandatory Activities. AIP Conference Proceedings. Vol. 1903, No. 1, p. 060011.
8. Saleh, S. M., Sugiarto, S., Salmannur, A. (2019). Attitudinal Dataset for Mediating the Effects of Public Acceptance on Bus Reform Scheme in a Developing Country Context. Data in Brief. Vol. 25, No. 104035, p. 1-10.
9. Sugiarto, S., Saleh, S.M., Anggraini, R., Merfazi, M. (2019). Investigating Public Perceptions and Its Implication toward Trans Koetardja oetaradja Policy Considering Latent Motivation. IOP Conf. Series: Materials Science and Engineering. Vol. 523, p. 012036.
10. Adris, A.P., Jinca, M.Y., Bambang, R., Agus, T. M. (2014). The Satisfaction Analysis for the Performance of Public Transport Urban Areas. International Refereed Journal of Engineering and Science. Vol. 3, No. 8, p. 38-44.
11. Nursyamsu, H. (2018). Performance Level Analyses of Public Transportation using Importance-Performance Analysis Method. MATEC Web of Conferences. Vol. 147, p. 02001.
12. Weinstein, A. (2000). Customer Satisfaction among Transit Riders: How Customers Rank the Relative Importance of Various Service Attributes. Transportation Research Record. Vol. 1735, p. 123-132.
13. Chen, F., Y., Chang, Y. H. (2005). Examining Airline Service Quality from a Process Perspective ournal of Air Transport Management. Vol. 11, No. 2, p. 79–87.
14. De Ona J., De Ona R. (2015). Quality of Service in Public Transport based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches. Transport Science. Vol. 49, p. 605-622.
15. Del Castillo, J. M., Benitez, F. G. (2012). Determining a Public Transport Satisfaction Index from User Surveys. Transportmetrica A: Transport Science. Vol. 9, p. 713–741.
16. Machado-Leon, J. L., De Ona, R., Baouni, T., De Ona, J. (2017). Railway Transit Services in Algiers: Priority Improvement Actions Based on Users Perceptions. Transport Policy. Vol. 53, p.175-185.
17. Rodriguez-Valencia, A., Rosas-Satizabal, D., Paris, D. (2019). Importance-Performance Analysis in Public Transportation: Methodological Revision for Practical Implementation. Transportation Research Record, Vol. 2673, No. 2, p.710-723.
18. Saleh, S. M., Sugiarto, S. (2016). Stochastic Production Frontier Models to Explore Constraints on Household Travel Expenditures Considering Household Income Classes Aceh International Journal of Science and Technology. Vol. 5, No. 1, p. 9-17.
19. Martilla, J. A., James, J. C. (1977). Importance-Performance Analysis Journal of Marketing. Vol. 41, p.77-79.
20. Sever, I. (2015) Importance-performance analysis: A valid management tool? Tourism Management. Vol. 48, p. 43-53.
21. Azzopardi, E., Nash, R. (2013). A Critical Evaluation of Importance-performance Analysis. Tourism Management. Vol. 35, p. 222-233.
22. Ziegler, J., Dearden, P., Rollins, R. (2012). But Are Tourists Satisfied? Importance-performance Analysis of the Whale Shark Tourism Industry on Isla Holbox, Mexico. Tourism Management. Vol. 33, p. 692-701.
