Satisfaction Impact of Transjakarta Integrated Transportation System Quality Services

Abstract

Transjakarta is designed as a mass transportation mode with an integrated system that supports the activities of the people in the capital city. However, in reality Transjakarta was not in line with what was expected. General problems such as service quality have not been able to transform private vehicle users to use public transportation. This study aims to measure and determine the effect of system integration services from Transjakarta on the level of people satisfaction. This research uses a quantitative method with the type of research Pre-Experimental Designs with data collection techniques in the form of surveys. The results of this study, presented about the level of satisfaction based on the services of officers, bus drivers, timeliness of buses, facilities at bus stops and buses, route directions, integration between corridors, bus lane sterilization, ease of non-cash payments, and extended operational hours.