Kinerja Operasional dan Tingkat Kepuasan Penumpang Bus Trans Jogja Trayek 6A dan 6B

Abstract

Yogyakarta municipality has been served by Trans Jogja public bus transportation since March 2008. As the Trans Jogja network expanded and new routes introduced, several challenges are still facing its operations and, therefore, periodic evaluation is needed to enable continual improvement. This study was aimed to evaluate the operational performance and passenger satisfaction, especially for newly introduced Routes 6A and 6B of the Trans Jogja network. The routes serve to connect the southern and central parts of Yogyakarta City. Operational performance evaluation was carried out using selected standardized parameters including load factor, headway, circulation time, and travel speed. In addition, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods were employed to evaluate service performance and of passenger satisfaction, respectively. The analysis results showed that the routes are experiencing very low load factors, i.e. 7.99% for 6A and 5.46% for 6B. Headway of route 6A and 6B were 21.37 and 20.48 minutes, respectively. Average circulation time was found to be 0.73 hours for 6A and 6B, meanwhile, average travel speed is 22.42 km/h for 6A and 23.22 km/h for 6B. IPA carried out for both routes showed that some of the performances were already good and some need to be improved. Based on the CSI, Route 6A scored an index of 82.3% while Route 6B 79.3%. These were relatively high scores of CSI which implied that the passengers were satisfied with the facilities and services provided.