Evaluation of Trans Metro Dewata Service and Infrastructure for Customer Satisfaction in Sarbagita, Bali
DOI:
https://doi.org/10.32832/astonjadro.v15i3.21714Keywords:
Trans Metro Dewata, public transportation, customer satisfaction, SARBAGITA, service optimization.Abstract
In the streets of Bali, the number of motorcycles is nearly equivalent to its population, reaching around 4.1 million motorcycles. Trans Metro Dewata (TMD), as the public transportation system in SARBAGITA, Bali, faces challenges in encouraging the community to shift from private vehicles to public transport. Optimizing service systems and infrastructure is key to enhancing attractiveness and customer satisfaction. This study aims to analyze customer satisfaction levels with TMD services and identify optimization strategies to increase public interest in using public transportation. A quantitative method was applied through questionnaires distributed to 100 active TMD users. Data analysis involved the Customer Satisfaction Index (CSI), gap analysis, and validity and reliability tests using SPSS. Results show a CSI score of 68.17, categorized as "Satisfied" yet at the lower threshold. Best-performing attributes include staff responsiveness (+1.23), bus physical condition (+1.10), and ticket price relative to distance (+1.05). The weakest attributes are security at bus stops during nighttime (-1.74), weather protection at stops (-1.35), and availability of printed information (-1.29). Improvements in stop security infrastructure, information systems, and operational management can significantly boost public interest in using TMD as the primary transport choice.
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