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The causal relationship of the service quality of the TransJakarta Busway

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Abstract

The implementation of the TransJakarta Busway in 2004 is viewed as one of the solutions to provide higher-quality public transportation service to solve the transportation problem in Jakarta. An improvement in service quality requires research that rigorously explores the experiences and perceptions of users of this mode of transportation. This article aims to provide an explanation regarding the causal relationship of the service quality of the TransJakarta Busway. The analysis employs two data sets that were collected from questionnaires: a data set pertaining to the first corridor and a data set pertaining to all of the corridors (seven corridors). Structural equation modelling is employed to show and test the causal relationship of the constructs of loyalty and service quality based on image and fact. The study shows differences in the factor loading between the two models; therefore, an analysis of the service quality of the busway system necessitates an evaluation of each aspect from all of the corridors to obtain a representative result rather than relying on information pertaining to only the oldest single corridor. The results of the causal relationship analysis suggest that the operator should devote attention to each attribute of service quality and the unique situation of each corridor. Based on the images and experiences of the users, the operator should provide a standard level of quality to all corridors to reduce the gap between image and fact.

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Acknowledgements

The initial version of this article was presented at the 11th International Conference on Advanced Systems for Public Transport (CASPT09), Hong Kong, 20–22 July 2009. The authors would like to thank Dr. Leksmono Suryo Putranto from Tarumanagara University for his contribution and BLU TransJakarta for providing permission to conduct the questionnaire. The authors would also like to express their gratitude to LPPM, UNPAR, for providing financial assistance to conduct this research. Appreciation is also due to two reviewers for providing comments to improve this article.

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Authors and Affiliations

  1. Graduate Programme, Parahyangan Catholic University, Jl. Merdeka 30, Bandung, Indonesia, 40117

    Tri Basuki Joewono

  2. Construction, Engineering, and Infrastructure Management, School of Engineering and Technology, Asian Institute of Technology, Km. 42 Paholyothin Highway, Khlong Luang, Pathumthani, Thailand, 12120

    Djoen San Santoso

  3. GIZ Sustainable Urban Transport Improvement Project, c/o Ministry of Transportation, Karya Bld 10th Floor, Jl. Medan Merdeka Barat No. 8, Jakarta, Indonesia, 10110

    Dhany Utami Ningtyas

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  1. Tri Basuki Joewono
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  2. Djoen San Santoso
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Correspondence to Tri Basuki Joewono.

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Busway Questionnaire (PDF 78 kB)

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Joewono, T.B., Santoso, D.S. & Ningtyas, D.U. The causal relationship of the service quality of the TransJakarta Busway. Public Transp 4, 77–100 (2012). https://doi.org/10.1007/s12469-012-0053-5

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