The development of urban areas cause a variety of problems and challenges as a direct impact of the
development conditions of the region, including in terms of planning adequate transportation system, which is
able to meet the needs of urban population movements, not only in terms of the amount of means of transport,
but also should pay attention to and improve performance of public transport services, strategies to improve the
performance of public transport in satisfaction of public transport users, requires an understanding of the
attitudes of public transport users, knowledge of user behavior will provide optimal results to improve the
performance of public transport according to expectations and interests of public transport users.
This study aims to investigate the performance of public transport services, knowing the satisfaction of
public transport users in terms of aspects of interest or societal expectations, determine the effect of the level of
satisfaction of public transport services on the performance of public transport. This research method is a
method of qualitative research, data analysis is used to determine the performance of public transport use
Importance Performance Analysis (IPA) and know the satisfaction of users of public transport using the
Customer Satisfaction Index (CSI), to examine the effect of satisfaction on the performance of public transport
using Structural Equation Modeling (SEM).
The results showed that the performance of public transport remains low in providing services to the
users of public transport. The main priority of the expectations or interests of public transport users to get
treatment or improvement of public transport services is an indicator of accessibility, integration, capacity,
smooth and fast, convenient, safety, easy, timely, orderly, efficient. Based on the calculation, the CSI value of
48.19% or 0.48 based on criteria CSI values were in the range from 0.35 to 0.50 (less satisfied) this means that
the public transport user satisfaction index of the performance of public transport are less satisfied with the
service transport general. Based on the results of SEM analysis of the influence of public transport user
satisfaction (Y) on the performance of public transport (X) derived a mathematical equation Y = 0,873X + 0.022
indicates that the public transport user satisfaction has a positive and significant effect on the performance of
public transport, any increase in public transport performance indicators it will also influence the increase in
satisfaction of users of public transport.
Public transportation, performance, satisfaction, expectations and interests.
e-ISSN: 2319-183X, p-ISSN: 2319-1821 Source Type:
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