TRANSJAKARTA COMPANY’S STRATEGY AND MINIMUM SERVICE STANDARD TO RAISE PASSENGERS’ SATISFACTION
Abstract: The objective of
this research is to determine the effects of minimum service standard on
passengers’ satisfaction, the strategy
application and the
performance of Transjakarta
Company. Questionnaires are distributed to 200 respondents. The form
of research is descriptive and verificative. The research model is multiple
regression with the Likert scale. The results of this research show that
minimum service standard (re-liability, security and safety, convenience and
comfort) simultaneously affect passengers’ satisfaction. Relia-bility and
comfort partially affect passengers’ satisfaction. Security and safety, and
convenience do not affect passengers’ satisfaction. The strategy application
uses importance performance analysis (IPA). The strategies are 1)
Conducting continuous improvements
to increase attribute
performance 2) Maintaining
good performance; 3) Managing
seriously in order
not to incite
passengers’ disappointment; 4)
Evaluating all excessive
activities.
Author: Endang Silaningsih,
Dwi Gemina, Erni Yuningsih
Journal Code: jpmanajemengg150096
