Performance Analysis and Passenger Satisfaction on Trans Jakarta Bus Services (Cibubur Route BKN)

DKI Jakarta has built a BRT (Bus Rapid Transit) transportation system, also known as Transjakarta, which has been operating since January 15, 2004, one of which is serving the Cibubur-BKN route. The purpose of this study was to determine the extent of service performance and customer satisfaction of users of the route. The methodology used is to collect data directly in the field using a questionnaire that refers to the Standards of the Director General of Land Transportation with indicators such as load factor, headway, vehicle frequency per hour, travel time, service time, travel speed and number of vehicles operating. The data were analyzed using the Importance Performance Analysis method which was processed using SPSS software. From the results of the analysis, the results of the quality of the performance of Transjakarta buses have met the standards of the Director General of Land Transportation, and the results of the dimensions of direct evidence of reliability, responsiveness, assurance, empathy and tangibles, the average results of service quality dimensions for the performance of Transjakarta route Cibubur - BKN Cawang reach a value of 3, 15 or the performance of the services provided in each of the service dimensions studied reached a fairly good category. And the average level of satisfaction of Transjakarta passengers on the Cibubur BKN Cawang route reached a value of 3.13, which is quite satisfied