KAJIAN “TINGKAT KEPUASAN” PENGGUNA ANGKUTAN UMUM DI DIY

Abstract

The performance of public transport in Jogjakarta is getting worst recently. Therefore both of the government as regulator and public transport company as operator and service provider must pay more attention to improve the condition. There must be an innovation to make public transport function optimally, can compete with private vehicle, and desired by service users. To provide satisfactory service, the regulator and service provider must know what the public transport users want to find the priority in transportation service. This research aim is to find the level of public transport user satisfaction by spreading 200 questionnaires to respondents. The questionnaire consisted of 10 indicators / questions. The answer used 5 (five) level scale or widely known as Likert scale. Likert scale was used in order to get real objective answer and objective opinion about the level of service provided. Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) approaches are used to analyze the level of public transport users’ satisfaction. The result shows that level of service desired by the users based on 10 indicators is in the range of 27,02 % until 60,83 %, therefore it means very poor, based on CSI interpretation. Whereas, based on IPA, the level of users satisfaction is in the range of 1,35 - 2,65 and the level of users need is in the range of 3,86 - 5,00. In addition, indicators of safety and comfortability are located in quadrant I of Cartesian diagram, therefore serious attention must be paid on these indicators. Lastly, based on the research result, it can be concluded that the level of public transport users’ satisfaction is very poor. Furthermore, the improvement of public transport performance is absolutely required., and must be seriously considered by all relevant institutions.