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

Endang Silaningsih, Dwi Gemina, Erni Yuningsih




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.


Keywords


Minimum service standard, passengers’ satisfaction, performance

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©All right reserved 2016.Jurnal Manajemen dan Kewirausahaan, ISSN: 1411-1438, e-ISSN: 2338-8234

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