Customer Satisfaction Analysis Of LRT Feeder Transport: A Case Study of the Jakarta Metropolitan City

Abstract

Public transportation is important to support all activities in the capital. However, in reality, many transportation have not yet fulfilled an adequate level of satisfaction, so that public interest in using public transportation is still low, this is one of the causes of congestion in the metropolitan city of Jakarta. The purpose of this paper is to discuss the level of performance satisfaction and the level of service satisfaction on LRT feeder transportation in the metropolitan city of Jakarta. This research method is carried out through surveys and questionnaires. Data were collected on the Rawamangun - Kelapa Gading route with 100 correspondents. The analysis conducted by an analysis of the importance and satisfaction level analysis Perfomance Analaysis Importance (IPA). The results of this study indicate that the level of customer satisfaction still needs to be improved in terms of performance and comfort. This research is able to answer the results of reforming the integrated transportation system in the metropolitan city of Jakarta.