Tingkat pelayanan angkutan umum Trans Metro Pekanbaru

Abstract

Bus Trans Metro Pekanbaru (TMP) is an urban public transportation implemented by Pekanbaru Municipality in 2009. The aim of this paper is to evaluate the service rate of Bus TMP based on passenger’s experience. Service rate consists of importance rate and satisfaction rate. Primary data is collected using questionnaire and secondary data is from TMP operator. Descriptive method, quadrant analysis, and correlation method are used to determine service rate and to evaluate relationship between importance rate and satisfaction rate. The results indicate that in range 1 to 5, TMP service rate is more than 3 except security in shelters (2.66). Variables with highest value in importance rate are comfortability and pollution-emission and variables with highest value in satisfaction rate are bus ticket price, location of shelters, and officer hospitality. Recommendation to Pekanbaru Municipality is to maintain good variables of service rate and pay more attention to increase security in shelters.