Public transportation in Jabodetabek: Performance satisfaction analysis

Abstract

A chronic traffic congestion in JABODETABEK or Greater Jakarta has become a problem that needs to be addressed by the government. The existing public transportation system is associated with poor vehicle condition, poor infrastructure for non-motorized modes, poor customer service and uncomfortable traveling conditions. This study focused on Kereta Rel Listrik (KRL) in JABODETABEK. This study also aims to evaluate the level of passengers' satisfaction towards KRL performance and to identify what needs to be improved on public transportation to attract private transportation users into using public transportation while maintaining its existing passengers. The research was conducted using quantitative method. Questionnaires were distributed to 390 passengers to gather empirical data. Data analysis used to examine the effect of satisfaction on the performance of public transportation is Structural Equation Modelling (SEM) using AMOS 22.0. Result shows that service quality has positive relationship towards perceived value and satisfaction, but insignificantly negative to behavioural intention. On the other hand, perceived value is significantly positive towards behavioural intention, but it has a negative relationship with satisfaction. The satisfaction towards behavioural intention has a positive relationship. The findings in this study may help to improve the performance of existing Kereta Rel Listrik in JABODETABEK.