ANALYZING SERVICE QUALITY BASED ON CUSTOMER SATISFACTION AT TRANSJAKARTA–BUSWAY CORRIDOR I (A CASE STUDY OF PASSENGERS AT TRANJAKARTA-BUSWAY CORRIDOR I)

Abstract

Services have become one of the most increasing business sectors in the world. In Indonesia especially in Jakarta, public transportation has become one of the most important service that might help to reduce the consumption of private vehicle and also could maintain the traffic. Although the government already involve in maintaining the traffic in Jakarta still they failed to attract more passengers to use public transportation, which for this research is Transjakarta-Busway. Service quality issue has become the main disappointment from the passengers to use Transjakarta-Busway service especially at Transjakarta-Busway Corridor I.

From that problem, this research is conducted to determine the gap between customer perception and expectation and the main problem from five service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) using a SERVQUAL method and to improve it. The researcher use 100 respondents as the sample. This research also supported with the the theory of customer, the theory of service, and the theory of serice quality.

The result of this research is shown that there is a significant gap between customer perception and customer expectation in each service quality dimensions. It also shown that the customers are dissapointed with Transjakarta-Busway service.