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Research on Service Performance and Quality of Bus Rapid Transit Transjakarta Proceedings of the Eastern Asia Society for Transportation Studies, Vol.8, 2011 Research On Service Performance and Quality Of Bus Rapid Transit Transjakarta Ellen Sophie Wulan TANGKUDUNG Rachma FITRIATI Lecturer, Lecturer, Department of Civil Engineering Departement of Administration Sciences Faculty of Engineering Faculty of Social and Political Sciences University of Indonesia University of Indonesia Kampus UI, Depok 16424, Indonesia Kampus UI, Depok 16424, Indonesia Telp/Fax (62-21) 7270029 / (62-21) 7862962 Telp/Fax (62-21) 78849145 [email protected] [email protected] Abstract: Bus Rapid Transit system is one of the public transport facilities in Jakarta. This study use SERVQUAL, IPA, travel time and headway performance analysis. The methodologies of this study are direct observation, survey and interview to the passengers. Separated and dedicated lane for BRT is the key of the busway operation reliability, and it is proved by the fastest travel time and best headway in Corridor 1. Expectation of Transjakarta public service quality by operators and acceptance of public service quality by the society as end user, strengthen one another.The highest quality of service priority level found at the emphaty dimension, on the contrary the lowermost quality of service priority level present at tangible dimension. Keywords : Service, Performance, Quality 1 INTRODUCTION Jakarta is facing so many problems about urban mobility which reflected in the worsening traffic congestion, unreliable public transportation service and increasing of private-owned vehicle. The use of private transportation is an indicator and inclusion phenomenon in transportation sector. This caused the socio-cultural implication that is less supportive to the manifestation of fairness in transportation which can widen the gap in transportation accessibility, and also increase the social exclusion in society. Jakarta Regional Government’s strategy to provide social transportation needs by building Buss Rapid Transit (BRT), is one of the alternatives to reduce the traffic congestion and chaos in capital streets. Mass transportation system not only just fastens people’s mobility to reach their destinations, but also to give comfort, security and safety to the society. For urban transportation development, has to be developed by referring to public needs which also considers the efficiency and effectively aspects (Wright 2005). The existence of Transjakarta is so relevant to the people’s needs which want a fast mobility. But in fact, the BRT Transjakarta system development is not immediately supported by commitment of controlling the integrated public transportation system that can fulfill Proceedings of the Eastern Asia Society for Transportation Studies, Vol.8, 2011 society’s need on the whole. As a result, the expected quality of the trip that is shown by quick travel time does not always occur in Transjakarta. However, BRT Transjakarta has been the favorite public transportation as compared to other public transportations. The thing is, how to strengthen the Transjakarta existence as the rapid mass transportation that can optimally support the society’s needs of fast mobility. Thus, the purpose of this research is to to identify and analyse the social construction process to create the discipline and promptness in society in transportation system, which is shown in the quality of BRT Transjakarta. 2 LITERATUR REVIEW 2.1 Bus Rapid Transit (BRT) BRT is a transportation system based on high quality buses that travel fast, comfortable and effective through the separated lane, and quick operation by certain frequency also the excellent marketing and customer service (BRT Planning Guide, 2007). Basically, BRT can compete with performance and comfort with rail-based modern transportation system at much lower cost. BRT is the rapid transportation mode which combines the quality of rail- based transportation and the flexibility of bus transportation (Thomas, 2001). According to BRT Planning Guide, the signature of BRT is perceived by the infrastructure or the availability of other physical infrastructures, such as, the special lane is median of the road, the integrated network between the route and corridor, the availability of station that is accessible, comfortable, safe and protected from weather and stations that provide the access of platforms and vehicle floor, also the special station or terminal which connect the main route, feeder route and other transportation modes and also the improvement in public spaces along the route. Whereas in operational aspect, BRT has fast service with certain frequency between the origin point and the main destination point, the proper capacity with passengers’ along the corridor needs, the ticket checking before departures also integrated cost in the route, corridor and feeder vehicles. In this case, travel time and headway in Transjakarta operation are the optimal measurement of the service performance to success of BRT system. 2.2. Transjakarta Service Performance Headway is a measurement of the distance or time between vehicles in a transit system. The precise definition varies depending on the application, but it is most commonly measured as the distance from the tip of one vehicle to the tip of the next one behind it, expressed as the time it will take for the trailing vehicle to cover that distance. A "shorter" headway signifies a more frequent service. Headway is a key input in calculating the performance capacity of any transit system. A system that requires large headways has more empty space than passenger capacity, which lowers the total number of passengers being transported for a given length of line. In this case, the capacity has to be improved through the use of larger vehicles. On the other end of the scale, a system with short headways, like cars on a freeway, can offer very large capacities even though the vehicles carry few passengers. Headways have an enormous impact on ridership levels above a certain critical waiting time. Following Boyle, the effect of changes in headway is directly proportional to changes in ridership by a simple conversion factor of 1.5. That is, if Proceedings of the Eastern Asia Society for Transportation Studies, Vol.8, 2011 headway is reduced from 12 to 10 minutes, the average rider wait time will decrease by 1 minute, the overall trip time by the same one minute, so the ridership increase will be on the order of 1 x 1.5 + 1 or about 2.5%. The passenger capacity of the bus lane is simply the product of vehicle capacity and the passenger capacity of the vehicles. 2.3. Transjakarta Service Quality Public service reformation alone is a prime mover which is considered as a strategic way to start the reform of good governance practice (Dwiyanto 2005, Afrial 2009). Public service reformation is considered as and entry point and prime mover, because the attempt to realize the values that reflect the good governance in public sercive can be done more real and easier. Besides, the new paradigm of good governance is bt reinventing government (Osborne & Gaebler 1996, Sancoko 2010). Reinventing government principle is to transport the business performance into the bureaucrat performance. The government officials have always to work hard to increase the productivity of government-owned resources. To accomplish the bureaucrate performance like in private business performance, Osborne & Gaebler describe the ten principles of reinventing government. In context of this Transjakarta research, one of the ten principles of reinventing goeverment is that government has to be customer-oriented. Means, government has to endeavor to give service based on customers’ expectation (customers: the public service users) – not by what government officials want to do (Osborne and Gaebler, 1992). The concept of quality being the benchmark of success of an organization does not only exist in business organization, but also to the government institution as the public service provider. Government is required to always conduct a survey on the demand and appraisal of the society to the service given. Moreover, the quality is an important thing in service management. State and government system become the pedestal in citizen cervice in obtaining the assurance of their rights, therefore the quality of services will be so important (Zauhar 2001, Prasojo, Pradana and Hiqmah 2006). Initially, instruments to measure service quality were developed by market researchers to evaluate which service satisfies customers (Jiang, Kelin, and Carr, 2002, Afrial, 2009). In its relation to public service quality provided for by the government, Levine (1990) explains that public service products in a democratic country must at least fulfil three indicators: responsiveness, responsibility, and accountability. Albrect (1985) and Zemke (1990), on the other hand, view that public service quality is a result of interactions among three aspects, i.e. service systems established by organizations of service providers, human resources providing the service, marketing strategies, and customers or service users. The three aspects are associated to one another, interrelated and linked together by an organizational culture directed to fulfil the needs of customers. On a different note, Gibson, Ivancevic, and Donelly (as quoted by Dwiyanto, 2005) include the dimension of time. In this case, public service performance consists of the aspects of production, quality, efficiency, flexibility, and satisfaction for short-term measurement; the
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