TRANSJAKARTA COMPANY’S STRATEGY AND MINIMUM SERVICE STANDARD TO RAISE PASSENGERS’ SATISFACTION

Abstract

The objective of this research is to determine the effects of minimum service stan­dar­d on passengers’ sa­tisfaction, the strategy application and the performance of Trans­ja­karta Company. Ques­tio­n­nai­res are distributed to 200 respondents. The form of research is des­­criptive and veri­fi­ca­ti­ve. The research model is multiple regression with the Likert scale. The results of this research sho­w that minimum service standard (re­lia­bi­lity, security and sa­fety, convenience and com­fort) simultaneously affect passengers’ satisfaction. Re­li­a­bi­lity and comfort partially af­fect passengers’ satisfaction. Security and safety, and con­­venience do not affect pas­sengers’ satisfaction. The strategy application uses import­ance per­­formance analysis (IPA). The stra­tegies are 1) Conducting continuous im­prove­ments to in­crease attribute per­for­man­ce 2) Maintaining good performance; 3) Managing seriously in order not to incite passengers’ disappointment; 4) Evaluating all excessive activities.

Keywords

• Minimum service standard
• passengers’ satisfaction
• performance