EVALUATING URBAN PUBLIC BUS TRANSPORT SERVICE QUALITY: PERSPECTIVES FROM TWO USER GROUPS

This paper aims to compare the views of passengers and non-passengers on the service quality of public bus transport in urban areas. The methodology used combines importance and performance analysis, as well as importance and performance map analysis, to identify the critical components of the views of both groups. The sample consisted of 55 questions completed by passengers and non-passengers conducted around the Trans-Batam bus line in Batam City through an online panel. The analysis results show that non-passenger satisfaction is 65.59%. In comparison, passengers reach 66.19%, both of which fall into the "satisfied" level range. Still, both groups have different views on the priorities for improving service quality, primarily related to “travel time”, “infrastructure”, and “reaching time”. However, both groups agree that the current service quality is in line with expectations, especially concerning “fit connections”, “speed”, and “accessibility”. However, four indicators need to be improved, such as “distance of stops”, “safety stops”, “comfort in stops”, and “waiting time”. The other two indicators, namely “line frequency” and the “need for transfers”, need to be maintained at the same level of improvement. The government and public transport operators can use the findings to identify areas where the quality of public bus transport services in urban areas can be improved.