COMPARISON OF CUSTOMER SATISFACTION OF TICKETING SYSTEM IN PUBLIC TRANSPORTATION (CASE STUDY: KARLSTADBUSS IN KARLSTAD, SWEDEN AND TRANS JOGJA IN JOGJAKARTA, INDONESIA)

LUSIA DEWI, Prof. Ir. Siti Malkhamah, M.Sc.

2013 | Tesis | S2 Mag. S. & T.Transportasi

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Based on tribunnews.com traffic flow which operated in Yogyakarta city “in 2011” is 1.210.250 Vehicles, this number of traffic flow are increase 89.343 from the previous year. Number of the vehicle which increase every year, it make Jogjakarta governance trying to avoid the worst impact from a high number of vehicle through support Trans Jogja bus rapid transit. This research will narrow the case into ticketing system of Trans Jogja especially for the students. Ticketing system in Trans Jogja BRT is more modern than the other traditional transportations. However, Trans Jogja should learn Kralstadbuss ticketing system as one of the refferences in public transportation to develop ticketing system. the objectives of this reasearch are measuring level of customer satisfaction based on services performance of current ticketing system, measuring customer satisfaction of daily travel, comparing and describing the ticketing system between Karlstadbuss and Trans Jogja. To measure the customer satisfaction of ticketing system, satisfaction in daily travel, and comparison customer satisfaction between karlstadbuss and Trans Jogja are using theory which developed by Azwar (2012) who developed theory about hypothetical mean and hyphothetical standar deviation which used to grouping the users into three level of satisfaction such as low, medium, and high level. Those level will classify the satisfaction level of both public transports. The analysis result about customer satisfaction generate data that Karlstadbuss users have a high level of satisfaction in ticketing system (mean value, 124.92 > 121) and a moderate level of satisfaction in daily travel (mean value, 27 < 41.05 ≤ 45). Moreover, Transjogja users have a moderate level of satisfaction in ticketing system(mean value, 117.11 ≤ 121) and in daily travel (mean value, 27 < 40.76 ≤ 45). According to this result can be concluded that Karlstadbuss has higherlevel than Trans Jogja. Nevertheless, the level of satisfaction of ticketing system is not influence the customer satisfaction in their travel. Thus, Trans Jogja should take Karlstadbuss’ ticketing system as a refference to enhance Trans Jogja’ ticketing system.

Kata Kunci : Public Transportation, Customer Satisfaction, Ticketing system, Karlstadbuss, Trans Jogja