ANALISIS KUALITAS PELAYANAN TRANSJAKARTA TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN PENDEKATAN SERVQUAL

Abstract

Abstract. The purpose of the study is to observe and discuss the quality of the services of Transjakarta public transportation according to the Service Quality (SERVQUAL) method. The study uses a quantitative methodology that is descriptive and a total of 136 respondents who are frequent Transjakarta users take part in this study. The data source will be represented by primary data obtained using an online questionnaire, which will be evaluated with the help of a Likert scale to measure the two aspects in this study, Expectations (E) and Perceptions (P), on the five dimensions of SERVQUAL: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. It is an analysis technique of a gap analysis approach, which has been tested on IBM SPSS statistics. The findings reveal that the five service quality dimensions have a negative value and the mean difference between them is -0.295. This means that the quality of services provided by Transjakarta is yet to reach the optimal level as desired by passengers. In the meantime, the primary dimension that should be stressed in this study is Reliability that demonstrates the least value of -0.331. This observation is due to the perception that passengers have irregular arrival times and time in transit by the buses. Conversely, the Responsiveness and Empathy dimensions record somewhat more positive scores compared to the rest of the dimensions, which means that the performance and politeness of the Transjakarta staff are viewed as good. The overall findings in this research lead to the conclusion that the quality of the services provided is satisfactory but there are still some areas where it needs to be improved, especially the organization of the operational schedule.