2962-780X

No URL ">
  •  
  •  
 

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.

References

Abdullah, A., Ababio-Donkor, A., & Adams, C. A. (2022). Gender Disparities in the Access and Use of Urban Public Transport in Abuja, Nigeria. Sustainability (Switzerland), 14(9). https://doi.org/10.3390/su14095219

Adib, A., Shiddiqi, A., Sutjiningsih, D., Tjahjono, T., Darmajanti, L., & Bawono, A. A. (n.d.). THE STUDY OF SOCIAL INCLUSION AND GENDER EQUALITY ON PUBLIC TRANSPORT SATISFACTION: CASE OF METROPOLITAN JAKARTA. https://www.iqair.com/indonesia/jakarta

Aljoufie, M., Zuidgeest, M., Brussel, M., & van Maarseveen, M. (2011). Urban growth and transport: Understanding the spatial temporal relationship. WIT Transactions on the Built Environment, 116, 315–328. https://doi.org/10.2495/UT110271

Arabikhan, F., Postorino, M. N., Dupont-Kieffer, A., & Gegov, A. (2016). Gender-based analysis of zones of tolerance for transit service quality considering intelligent transportation systems. Transportation Research Record, 2541, 73–80. https://doi.org/10.3141/2541-09

Bollen, K. A., & Barb, K. H. (1981). Pearson’s R and Coarsely Categorized Measures. In Review (Vol. 46, Issue 2). https://www.jstor.org/stable/2094981

Bose, T., & Pandit, D. (2020). Heterogeneity in perception of service quality attributes of bus transit across various user categories- A case of Kolkata. Transportation Research Procedia, 48, 2784–2799. https://doi.org/10.1016/j.trpro.2020.08.239

Chauhan, V., Gupta, A., & Parida, M. (2022). Evaluating service quality of Multimodal Transportation Hub (MMTH) in Delhi, India: A gender-based perspective. Case Studies on Transport Policy, 10(2), 1234–1248. https://doi.org/10.1016/j.cstp.2022.04.007

Cronbach, L. J. (n.d.). COEFFICIENT ALPHA AND THE INTERNAL STRUCTURE OF TESTS*. In PSYCHOMETRIKA (Vol. 16, Issue 3).

De Oña, J., De Oña, R., Eboli, L., & Mazzulla, G. (2013). Perceived service quality in bus transit service: A structural equation approach. Transport Policy, 29, 219–226. https://doi.org/10.1016/j.tranpol.2013.07.001

Delgado Jalón, M. L., Gómez Ortega, A., & De Esteban Curiel, J. (2019). The social perception of urban transport in the city of Madrid: the application of the Servicescape Model to the bus and underground services. European Transport Research Review, 11(1). https://doi.org/10.1186/s12544-019-0373-5

DellߣAsin, G., Monzón, A., & Lopez-Lambas, M. E. (2015). Key quality factors at urban interchanges. Proceedings of the Institution of Civil Engineers: Transport, 168(4), 326–335. https://doi.org/10.1680/tran.13.00039

Eboli, L., & Mazzulla, G. (n.d.). Service Quality Attributes Affecting Customer Satisfaction for Bus Transit.

Esmailpour, J., Aghabayk, K., Abrari Vajari, M., & De Gruyter, C. (2020). Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country. Transportation Research Part A: Policy and Practice, 142, 129–150. https://doi.org/10.1016/j.tra.2020.10.020

Freitas, A. L. P., Monteiro, G. A. P., & Costa, H. G. (2018a). Assessing the quality of information technology infrastructure services. Industrial Management and Data Systems, 118(9), 1821–1836. https://doi.org/10.1108/IMDS-09-2017-0415

Freitas, A. L. P., Monteiro, G. A. P., & Costa, H. G. (2018b). Assessing the quality of information technology infrastructure services. Industrial Management and Data Systems, 118(9), 1821–1836. https://doi.org/10.1108/IMDS-09-2017-0415

Freitas, A. L. P., Silva Filho, M. T. S., & de Assis, D. A. (2023a). An analysis of gender differences and perception of influential criteria for the quality of urban bus transportation: Evidence from Brazil. Journal of Public Transportation, 25. https://doi.org/10.1016/j.jpubtr.2023.100050

Freitas, A. L. P., Silva Filho, M. T. S., & de Assis, D. A. (2023b). An analysis of gender differences and perception of influential criteria for the quality of urban bus transportation: Evidence from Brazil. Journal of Public Transportation, 25. https://doi.org/10.1016/j.jpubtr.2023.100050

Ganesan-Lim, C., Russell-Bennett, R., & Dagger, T. (2008). The impact of service contact type and demographic characteristics on service quality perceptions. Journal of Services Marketing, 22(7), 550–561. https://doi.org/10.1108/08876040810909677

Hernandez, S., Monzon, A., & de Oña, R. (2016). Urban transport interchanges: A methodology for evaluating perceived quality. Transportation Research Part A: Policy and Practice, 84, 31–43. https://doi.org/10.1016/j.tra.2015.08.008

Hickman, R., Chen, C. L., Chow, A., & Saxena, S. (2015). Improving interchanges in China: The experiential phenomenon. Journal of Transport Geography, 42, 175–186. https://doi.org/10.1016/j.jtrangeo.2014.12.004

Hidayati, I. (2023). Breaking the commute barrier: How women in Jabodetabek overcome daily challenges on commuting for work. ETNOSIA : Jurnal Etnografi Indonesia, 8(1), 44–62. https://doi.org/10.31947/etnosia.v8i1.26085

Joewono, T. B. (n.d.). User Perceptions of Private Paratransit Operation in Indonesia.

Juwaheer, T. D. (2011). Gender bias in hotel guests’ perceptions of service quality: an empirical investigation of hotels in Mauritius (Vol. 9, Issue 5). http://ertr.tamu.edu

Kim, J., Schmöcker, J. D., Yu, J. W., & Choi, J. Y. (2018). Service quality evaluation for urban rail transfer facilities with Rasch analysis. Travel Behaviour and Society, 13, 26–35. https://doi.org/10.1016/j.tbs.2018.05.002

Krejcie, R. V, & Morgan, D. W. (1970). DETERMINING SAMPLE SIZE FOR RESEARCH ACTIVITIES. In EDUCATIONAL AND PSYCHOLOGICAL MEASUREMENT (Vol. 30).

Krishankumar Raghunathan, Dragan Pamucar, Muhammet Deveci, & K S Ravichandran. (n.d.). Prioritization of Zero-Carbon Measures for Sustainable Urban Mobility Using Integrated Double Hierarchy Decision Framework and EDAS Approach. The Science of The Total Environment.

Le-Klähn, D.-T., Hall, C. M., & Gerike, R. (2014). Analysis of Visitor Satisfaction with Public Transport in Munich. In Journal of Public Transportation (Vol. 17, Issue 3).

Lodhi, R. H., Rana, I. A., & Waheed, A. (2022). Gendered mode choice preferences and characteristics for educational trips in Abbottabad, Pakistan: An empirical investigation. Case Studies on Transport Policy, 10(4), 2102–2110. https://doi.org/10.1016/j.cstp.2022.09.010

Lois, D., Monzón, A., & Hernández, S. (2018). Analysis of satisfaction factors at urban transport interchanges: Measuring travellers’ attitudes to information, security and waiting. Transport Policy, 67, 49–56. https://doi.org/10.1016/j.tranpol.2017.04.004

Mandhani, J., Nayak, J. K., & Parida, M. (2020). Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach. Transportation Research Part A: Policy and Practice, 140, 320–336. https://doi.org/10.1016/j.tra.2020.08.014

Mandhani, J., Nayak, J. K., & Parida, M. (2021a). Establishing service quality interrelations for Metro rail transit: Does gender really matter? Transportation Research Part D: Transport and Environment, 97. https://doi.org/10.1016/j.trd.2021.102888

Mandhani, J., Nayak, J. K., & Parida, M. (2021b). Establishing service quality interrelations for Metro rail transit: Does gender really matter? Transportation Research Part D: Transport and Environment, 97. https://doi.org/10.1016/j.trd.2021.102888

Multivariate Data Analysis. (n.d.).

Navarrete, F. J., & Ortúzar, J. de D. (2013). Subjective valuation of the transit transfer experience: The case of Santiago de Chile. Transport Policy, 25, 138–147. https://doi.org/10.1016/j.tranpol.2012.10.006

Nwachukwu, A. A. (2014). Assessment of Passenger Satisfaction with Intra-City Public Bus Transport Services in Abuja, Nigeria. In Journal of Public Transportation (Vol. 17, Issue 1).

RTYB-2017-18-2018-19. (n.d.).

SATRIO PANGARSO WISANGGENI, ALBERTUS KRISNA PRATAMA PUTRA, & MARGARETHA PUTERI ROSALINA. (2022, February 4). Sepeda Motor Pilihan Utama Komuter. Kompas.

Simićević, J., Milosavljević, N., & Djoric, V. (2016). Gender differences in travel behaviour and willingness to adopt sustainable behaviour. Transportation Planning and Technology, 39(5), 527–537. https://doi.org/10.1080/03081060.2016.1174367

Statistik Transportasi Provinsi DKI Jakarta 2022. (n.d.).

statistik-komuter-jabodetabek-2019. (n.d.).

Zheng, Y., Kong, H., Petzhold, G., Barcelos, M. M., Zegras, C. P., & Zhao, J. (2022). Gender differences in the user satisfaction and service quality improvement priority of public transit bus system in Porto Alegre and Fortaleza, Brazil. Travel Behaviour and Society, 28, 22–37. https://doi.org/10.1016/j.tbs.2022.02.003

Download

Share

COinS