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Abstract

In DKI Jakarta, despite the extensive infrastructure development, there has been a significant decline in the usage of public transportation. This can be attributed to the inadequate quality of the services provided. Various studies have highlighted the significance of evaluating the quality of service in public transportation to ensure passenger satisfaction and attract new users. However, there is no agreement on the most effective methodology and suitable indicators for conducting such analyses. In addition, there is a growing recognition of the importance of promoting gender equality in multimodal public transportation (MMPT) and understanding gender differences and perceptions of MMPT services. A case study was carried out in DKI Jakarta, the capital of Indonesia, to analyse the influential indicators of the quality of MMPT. The analysis used the Importance Performance Analysis (IPA) combined with the Tarrant and Smith procedure. These indicators greatly impact the perception of MMPT services for both genders. Safety against crimes, facilities for disabled people, pregnant women, and senior citizens, announcements in the required language, clarity in travel-related information, and availability of seats inside vehicles are the most influential indicators of the quality of the services. However, there are significant differences in how women and men perceive the importance and performance of indicators related to seating availability, coordination between transport operators, and passenger information.

Bahasa Abstract

Di DKI Jakarta, meskipun terdapat pembangunan infrastruktur yang ekstensif, terjadi penurunan penggunaan transportasi umum secara signifikan. Hal ini mungkin disebabkan oleh rendahnya kualitas layanan yang diberikan. Berbagai penelitian menyoroti pentingnya evaluasi kualitas layanan transportasi umum untuk menjamin kepuasan penumpang dan menarik pengguna baru. Namun, belum ada kesepakatan mengenai metodologi yang paling efektif dan indikator yang sesuai untuk melakukan analisis tersebut. Selain itu, terdapat peningkatan kesadaran akan pentingnya mendorong kesetaraan gender dalam transportasi umum multimoda (multimodal public transportation or MMPT) dan memahami perbedaan gender serta persepsi terhadap layanan MMPT. Sebuah studi kasus dilakukan di DKI Jakarta, untuk menganalisis indikator-indikator yang berpengaruh terhadap kualitas MMPT. Analisis yang digunakan adalah Importance Performance Analysis (IPA) yang dipadukan dengan prosedur Tarrant dan Smith. Indikator-indikator ini sangat mempengaruhi persepsi layanan MMPT bagi kedua gender. Keamanan dari kejahatan, fasilitas untuk penyandang disabilitas, wanita hamil, dan warga lanjut usia, pengumuman dalam bahasa yang diperlukan, kejelasan informasi terkait perjalanan, dan ketersediaan kursi di dalam kendaraan merupakan indikator yang paling berpengaruh terhadap kualitas layanan. Namun, terdapat perbedaan yang signifikan dalam cara perempuan dan laki-laki memandang pentingnya dan kinerja indikator terkait ketersediaan tempat duduk, koordinasi antar operator transportasi, dan informasi penumpang.

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