Analysis on shuttle bus stop service performance based on the user’s perception. The case study of trans bintaro, South Tangerang (Indonesia)

Abstract

Shuttle bus is one of the mass transportation modes serving passengers from one point to another in a fast and accurate time. As passengers move from one point to another, a shuttle bus stop is considered to be an important factor which determines customer’s satisfaction and needs. This study investigates the service performance of Trans Bintaro shuttle bus stop in South Tangerang based on the users’ perception. Using qualitative method, performance is investigated based on the Importance Performance Analysis (IPA), and the customer satisfaction is measured based on the Customer Satisfaction Index (CSI). Data are collected through distributing questionnaires to shuttle bus customers to get their perception about the service performance. The study shows that only few quality service aspects such as safety, accessibility, and security of the bus stop are considered important, yet currently provide low service level. Based on the customer satisfaction analysis, accessibility to information plays crucial role at the shuttle bus stop. On the other hand, respondents see other aspects such as sitting and smoking areas are not crucial in determining customer satisfaction. These findings provide feedback to Bintaro Jaya Town Management in improving the service performance.