Analysis of the Level of Passenger Satisfaction with the Performance of BISKITA Trans-Bekasi Patriot Service

Savira Septiarini and Alizar
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Savira Septiarini: Civil Engineering Departement, Universitas Dian Nusantara, Jakarta, Indonesia
Alizar: Civil Engineering Departement, Universitas Dian Nusantara, Jakarta, Indonesia

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 2, 301-307

Abstract: Public transportation has a strategic role in improving the mobility of urban communities, including Bekasi City, which faces congestion challenges due to the growth of private vehicles that are not balanced with road infrastructure. The BISKITA Trans Bekasi Patriot service comes as a solution to reduce congestion and provide efficient public transportation. This study aims to analyze passenger satisfaction with the service, identify factors that affect satisfaction, and provide recommendations for improving service quality. The research method used is descriptive quantitative with a survey approach, using the SERVQUAL (Service Quality) technique to measure the gap between expectations and reality of services, as well as the Customer Satisfaction Index (CSI) to assess the overall level of satisfaction. Data was obtained through questionnaires distributed to 100 respondents with a purposive sampling technique. The results showed passenger satisfaction was in the “Satisfied†category, with a CSI value of 80.71%. The dimension with the most significant gap is Tangible (-3.78), especially in the indicators of bus stop seating comfort and bus stop cleanliness. In contrast, the reliability dimension has the smallest gap, which shows that the performance is closest to passenger expectations. The conclusion of this study confirms that although the service is quite adequate, improvements are still needed in bus stop facilities, especially cleanliness and comfort, as well as improving the quality of service of officers through training that focuses on friendliness and responsiveness. By implementing these recommendations, it is hoped that the BISKITA Trans Bekasi Patriot service can continue to increase passenger satisfaction and support the efficiency of community mobility in Bekasi City.

Date: 2025
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