Service Quality Analysis of Bus Rapid Transit : A Case in Semarang, Indonesia

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Abstract
Public transportation is considered to be able to handle several transportation problems, such as traffic congestion and environmental impacts. However, public transport bus service, especially in the developing countries are facing several problems, such as safety, reliability, and punctuality. In this sense, there is a need to improve the service quality of such service to achieve customer satisfaction. This study aims to assess the service quality of bus rapid transit using the well-known SERVQUAL instrument. The SERVQUAL comprises of five dimensions, i.e., tangibles, reliability, responsiveness, assurance, and empathy. The instrument was used since it provides customers’ expectations and perceptions toward the service being offered as understanding those aspects are considered vital to improve the performance of the service. A case study was conducted in Semarang, Indonesia. The results showed that all dimensions need to be improved. Several recommendations to improve the quality of the service are provided as it can help the service provider to achieve customer satisfaction.

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