TRANSJAKARTA COMPANY’S STRATEGY AND MINIMUM SERVICE STANDARD TO RAISE PASSENGERS’ SATISFACTION

Authors

  • Endang Silaningsih Fakultas Ekonomi Universitas Djuanda Bogor Jalan Tol Ciawi No. 1, Ciawi, Bogor 16720
  • Dwi Gemina Fakultas Ekonomi Universitas Djuanda Bogor Jalan Tol Ciawi No. 1, Ciawi, Bogor 16720
  • Erni Yuningsih Fakultas Ekonomi Universitas Djuanda Bogor Jalan Tol Ciawi No. 1, Ciawi, Bogor 16720

:

https://doi.org/10.9744/jmk.17.1.1-10

Keywords:

Minimum service standard, passengers’ satisfaction, performance

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 (re­lia­bi­lity, security and sa­fety, convenience and com­fort) simultaneously affect passengers’ satisfaction. Re­li­a­bi­lity 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.

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Published

2015-03-02

How to Cite

Silaningsih, E., Gemina, D., & Yuningsih, E. (2015). TRANSJAKARTA COMPANY’S STRATEGY AND MINIMUM SERVICE STANDARD TO RAISE PASSENGERS’ SATISFACTION. Jurnal Manajemen Dan Kewirausahaan, 17(1), 1-10. https://doi.org/10.9744/jmk.17.1.1-10

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