MATEC Web Conf.
Volume 181, 2018The 1st International Symposium on Transportation Studies for Developing Countries (ISTSDC 2017)
|Number of page(s)||8|
|Section||Transportation Policy, Regulation, and Management|
|Published online||30 July 2018|
Customer perspective of Trans Metro Pekanbaru service on corridor Pandau-Ramayana
Islamic University of Riau, Civil Engineering Department, Pekanbaru, Indonesia
Corresponding author : email@example.com
Characteristic of public transport service in a city could be different one and another because of passenger itself. Passengers with their experience explained more about service from bus. This research has aim to know service performance from Trans Metro Pekanbaru (TMP) based from customer perspective. Factor Analysis and Gap analysis used to know dominating parameter that represent it. The result showed students and employees (77.96 %) dominated for passenger group using Trans Metro Pekanbaru. All of customer perception could divide by three group among other psychological factor, primary needs service, and transit place factor. Psychological factor became highest opportunity to represent positive value of Trans Metro performance with level of service reach until 97.23 % compared by its expectation. On the other side, transit place factor was only has 81.5 % performance, thus it became primary focus for TMP to improve their performance to better service quality in the future.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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