A Study on the Operational Performance and Satisfaction with the Service Quality of Trans Mebidang Buses in Corridor 1 and Corridor 2 based on Passengers’ Perception

Cok Nando Panondang, Roesyanto Roesyanto, Medis Sejahtera Surbakti

2018

Abstract

As one of the metropolitan cities in Indonesia, Medan has an increasingly acute level of traffic congestion. To create a better, orderly, efficient, effective transportation condition, it is recommended that people should use public transportation. In 2014, the Provincial Administration of North Sumatera issued a public transportation policy on the operation of the Trans Mebidang Bus Rapid Transit (BRT) to minimize the problems of traffic congestion in Medan and surrounding areas. The purpose of this study was to know the operational performance of Trans Mebidang buses and the level of satisfaction of the public as users of the Trans Mebidang bus service. Measurement of operational performance was carried out through a dynamic survey, and measurement of Trans Mebidang bus service quality was carried out using the Importance-Performance Analysis (IPA) method. The results of the overall weighting in this study show that the operational performance of the Trans Mebidang buses in corridor 1 and corridor 2 in this study had yet to fulfil the expectations of the passengers, with an average value of suitability between performance and expectations based on the 22 question items in the questionnaires distributed of -1.41. The performance and quality of the service provided by the operator management need to be maintained to keep the passengers use the public transportation.

Paper Citation

in Harvard Style

Panondang C., Roesyanto R. and Surbakti M. (2018). A Study on the Operational Performance and Satisfaction with the Service Quality of Trans Mebidang Buses in Corridor 1 and Corridor 2 based on Passengers’ Perception. In Proceedings of the Built Environment, Science and Technology International Conference - Volume 1: BEST ICON, ISBN 978-989-758-414-5, pages 148-153. DOI: 10.5220/0008904500002481

in Bibtex Style

@conference{best icon18,
author={Cok Nando Panondang and Roesyanto Roesyanto and Medis Sejahtera Surbakti},
title={A Study on the Operational Performance and Satisfaction with the Service Quality of Trans Mebidang Buses in Corridor 1 and Corridor 2 based on Passengers’ Perception},
booktitle={Proceedings of the Built Environment, Science and Technology International Conference - Volume 1: BEST ICON,},
year={2018},
pages={148-153},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008904500002481},
isbn={978-989-758-414-5},
}

in EndNote Style

TY - CONF

JO - Proceedings of the Built Environment, Science and Technology International Conference - Volume 1: BEST ICON,
TI - A Study on the Operational Performance and Satisfaction with the Service Quality of Trans Mebidang Buses in Corridor 1 and Corridor 2 based on Passengers’ Perception
SN - 978-989-758-414-5
AU - Panondang C.
AU - Roesyanto R.
AU - Surbakti M.
PY - 2018
SP - 148
EP - 153
DO - 10.5220/0008904500002481