KEPUASAN PENGGUNA HALTE TRANSIT TRANSJAKARTA DENGAN PENDEKATAN HETEROGENEOUS CUSTOMER SATISFACTION INDEX (HCSI)

Abstract

One factor that marks the quality of public transport is the integration of services between or inter modes, especially through interchange shelters. Koridor 1 Trans Jakarta (TJ) is an important corridor because it has an interchange shelter, which serves and relates most with other TJ routes. However, no studies have examined the user satisfaction level in interchange shelters. This Survey was conducted from Koridor 1 TJ interchange shelter passengers (N=252): Bendungan Hilir, Dukuh Atas, Harmoni, Monas, and Kota, by Heterogeneous Customer Satisfaction Index (HCSI). The results showed the level of customer satisfaction of Koridor 1 Trans Jakarta (TJ) can be categorized as good. There are four attributes of the services that have the highest satisfaction level: Ticket prices, Special female passenger area, Ease of buying tickets, and Interchange information. Otherwise, other attributes have the lowest satisfaction levels: Mix traffic, Length of travel, Waiting time at the bus stop, Standing position comfort on the bus, Noise on the bus, as well Queue line, and disembark direction on shelter.