Analysis of Service Level of Trans Metro Pasundan Bandung Raya Corridor 2 Based on Importance Performance Analysis and Customer Satisfaction Index

Abstract

Trans Metro Pasundan is an integrated highway bus system serving the Greater Bandung metropolitan area, West Java. This service is a program from the Ministry of Transportation of the Republic of Indonesia through the Directorate General of Land Transportation, and Bandung is the eighth service after Makassar and Banyumas in the Bus Friends Buy the Service (BTS) service purchasing program. The purpose of this study is to assess the operational performance and user satisfaction of the Trans Metro Pasundan Corridor 2 Greater Bandung transportation system, as well as to identify service conditions based on World Bank standards and Ministerial Regulation No. 29 of 2015. A sample of 105 respondents was selected from a population of 369,320 Trans Metro Pasundan Corridor 2 passengers using the Slovin's formula. The research findings indicate that the load factor and travel time meet the standards, although some load factors do not meet the criteria. Priorities for improving passenger satisfaction include providing facilities at shelters/stops, availability of polls, among others. The Customer Satisfaction Index of 73.078 suggests that passengers are "Satisfied" with the service performance.