Evaluation of performance and service quality of Trans Bandung Raya Bus (case study: route of Elang Terminal – Jatinangor Terminal)

摘要

Land transportation needs are increasing. One of the problems is the uncontrolled number of private vehicles. Buses as public transportation become the right choice to overcome the problem. Bus rapid transit is a fast, convenient, secure and punctual. The research purpose is to know the performance of Trans Bandung Raya Bus (TBRB) based on the policy of Director General of Land Transportation Decision No.SK.687/AJ.206/DRJD/2002 and to analyze the service quality factors of TBRB. The method of service quality assessment is Importance Performance Analysis. The research showed that the total value of TBRB's performance is 23 and based on the performance standards of the Director General of Land Transportation Decision is the "Good" category. The value of TBRB service quality (2.63) is smaller than the expected value (3.31) which means that TBRB have to keep improving their performance. The service quality variables that need to be improved are Empathy and Assurance.