Performance level analyses of public transportation using importance-performance analysis method

Abstract

Yogyakarta, one of the middle cities in Indonesia, has been developing BRT system named Trans Jogja to reduce growth of motorization. However, the performance tends to decrease year by year, therefore the system and management upgrading must be carried out continuously to restore public trust. This research tries to investigate public satisfaction, their expectation, and some attributes considered important based on public’s perspective using IPA method that can be used as useful information systems to evaluate service quality by prioritizing or focusing on areas where improvement is needed. The results reveal that decision maker must focus and allocate their resources to improve Trans Jogja system on the following attributes: a) keep punctuality, b) shorten waiting time in the bus stop, c) improve bus comfort, d) provide safety for child passenger, e) improve bus stop comfort, f) create new bus route to enlarge accessibility, and g) shorten bus travel time.