ANALISIS KEPUASAN PELANGGAN LRT JABODEBEK BERDASARKAN KINERJA OPERASIONAL, HARAPAN PENUMPANG, DAN TARIF

ALFIANTO, OKKY and PRATAMA, URIANSAH and ENDRAYANTO, GADANG (2024) ANALISIS KEPUASAN PELANGGAN LRT JABODEBEK BERDASARKAN KINERJA OPERASIONAL, HARAPAN PENUMPANG, DAN TARIF. ANALISIS KEPUASAN PELANGGAN LRT JABODEBEK BERDASARKAN KINERJA OPERASIONAL, HARAPAN PENUMPANG, DAN TARIF. pp. 1-12. (Submitted)

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Abstract

Jabodebek Light Rail Transit (LRT) is one of the mass transportation modes in Jakarta that aims to reduce the use of private vehicles and support the sustainability of urban transportation. However, there are several challenges in Jabodebek LRT operations that can affect customer satisfaction and service efficiency. This study aims to analyze the operational performance of Jabodebek LRT, evaluate service quality, and determine the ideal fare according to user perceptions. This research identifies the main problems in the form of lack of passengers outside peak hours, operational disruptions such as trains that do not stop right at stopping points, and tariffs that are considered expensive by the public. Through the Importance and Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods, the study found that although travel time and seat comfort are up to standard, the load factor is still below standard, and the current fares are not considered to be in line with the value received by customers. The results show that the existing conditions of Jabodebek LRT performance are quite good in terms of travel time and passenger comfort. However, the load factor still does not meet the applicable standards. Service quality is considered very satisfying with a CSI of 86.76%, but there needs to be an improvement in the automatic system and tariff adjustments. The ideal fare according to users is in the range of Rp15,500-16,000. This study suggests further studies between regulators and operators to increase load factor, improve automated systems, and reduce Jabodebek LRT fares according to passenger perceptions to improve service quality and encourage wider use of LRT.

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