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.
