Analysis of Transjakarta Services in the Pandemic Period COVID-19

Abstract

Transjakarta is the main support for the mobility of the people of Jakarta, especially for the compulsory group. During the pandemic, Corridor 1 was the most densely populated corridor with a percentage of 18.8%, so a service that is able to maintain the health of its users is needed. When compared to other public transportation in Jakarta, Transjakarta is still faced with the problem of accumulating passengers and the implementation of service quality that is not yet optimal, so that efforts are needed to improve its services. For this reason, it is necessary to review existing services first in order to determine which services need to be improved in the future. Therefore, this study is aimed at analyzing Transjakarta bus services during the COVID-Pandemic 19. Using an interest-performance analysis, this analysis assesses the gap between importance and performance of the 18 attributes of Transjakarta bus service quality. It is known that the overall service attributes of Transjakarta during the pandemic had good performance in accordance with user expectations. However, there are four attributes that need to be prioritized for improvement, namely passenger crowd management, controlling physical distancing by officers and boundary markers, and setting waiting times. The results of the review regarding the quality of Transjakarta bus service during the pandemic are expected to be a consideration for PT Transjakarta in improving its services in the future.