Balanced scorecard (BSC) for public transport performance measurement based on service dominant logic (S-D Logic) framework :: Case study: Jakarta public transport authority and Varmlandstraffic AB

YUDIATNA, Dodi Tresna, Prof. Dr. Ir. Siti Malkhamah, M.Sc

2010 | Tesis |

One of the main problems in Jakarta transportation is that people are more interested in using private vehicles rather than public transport causing the traffic jam in the high level situation. The growth of the private vehicles especially motorcycles grows rapidly each year and give negative impact not only for the traffic jam itself but also to other effects such as pollution, safety, and quality of life for the residents. There is lack of service logic in the policy of public transport in Jakarta and lack of thinking to give excellence service to the customers. The focus in this research is to analyze the performance of public transport in Jakarta by using the Balanced Scorecard (BSC) method and answering how Balance Scorecard (BSC) and Service Dominant logic (S-D logic) can improve the performance of public transport in Jakarta, as well as to know the difference between Jakarta public transports compared to Värmlands public transport. This thesis used a case study research with triangulation of qualitative and quantitative method for the data research. A case study research methodology relies on the multiple sources of evidence to add the breadth and depth to the data collection in order to assist in bringing a richness of data, and to contribute to the validity of the research. This thesis used four sources of data; they were documentation and archival record as the secondary data, and direct observations and interviews as the primary data. In the documentation, the data were collected from the official website of the related institution, and news from the trusted sources, etc. In archival record, the data collections consisted of the institution records, survey data, as well as maps and chart, etc. In the direct observation, the researcher observed directly as the user of the public transport. In the interview, the researcher interviewed the representatives of the related institution, they were Dishub DKI Jakarta and Värmlandstraffik AB and conducted questionnaire survey to 403 respondent of the Jakarta resident. The results from the analysis was that the performance of Jakarta public transport based on four perspectives (Fiduciary, Resident, Internal Process and Learning and growth) still had poor performance. The indication can be seen from the lagging indicator (outcome), Fiduciary and Resident Perspective. Jakarta transportation had high level of traffic jam (congestion), traffic accident and pollution. The Jakarta residents prefer to use private vehicle than public transport because most of people (Jakarta resident) said that they were unsatisfied (95.29% of respondent) and assessed poor value for the performance of the public transport. From scale 1 to 10, the performance of Transjakarta was 6.21, all Large Size Bus Operator was 4.67, all Middle Size Bus Operator was 3.79 and All Small Size Bus operator was 4.31. The poor quality in public transport performance made the public transport user also rated poor for the performance of Dishub Jakarta in general which was only 4.94. There were many ways to solve the problem in Jakarta transportation. However, the most important thing was to put service S-D logic rather than G-D logic as the fundamental thinking to solve the problem, and used BSC as the performance measurement in comprehensive and balanced ways. BSC was not just as the performance measurement but also as the tool and key for the success of the institution (Dishub) to achieve their objective and vision and mission. Evaluation of the performance was not the ending of the process, but it was the beginning of the process to create a better value.

Kata Kunci : Performance measurement,Balanced scorecard (BSC),Fiduciary,Resident