Influence of contracts to delivery of transit service quality :: A case study BLU Transjakarta Busway and Varmlandstrafik AB

SUPROBO, Yok, Dr. Ir. Heru Sutomo, M.Sc(Eng)

2009 | Tesis | S2 Magister Sistem danTeknik Transportasi

New public bus transport system has been implemented in Jakarta, called Transjakarta Busway (TJB). TJB’s new system is a collaboration between government and private companies to provide qualified public bus transport service. Existing system cannot deliver quality because private companies are only focus on efficiency to gain more profit, moreover government doesn’t demand operator to provide it. In the new system, some operational cost to provide quality public bus transport service will be borne by government. Thus, there is no reason for transport providers to give low quality of service. On contrary, with 5 years operation, TJB has not show significant improvement yet for their service performance. This problem is interesting to be studied in order to find factors behind declination of TJB’s service performance. This thesis is using case study method based on qualitative approach. Data of case study was collected from document review, archival review and interview from Badan Layanan Umum Trans Jakarta Busway (BLUTJB) and Varmlandstrafik AB (VTAB). There are 4 actors that influence in overall transport service delivery of TJB, those are: Public Transport Authority (PTA), Operators, Government and other authority in transportation. From contractual standpoint, there was a problem when Management of TJB translates their perception of customer’s expectation into specification or contract. Process translation is influenced by government and other authorities.

Kata Kunci : Service quality,Public transport,Contract