Analysis of The Level of Passenger Satisfaction With Services And Transport Facilities-Based Integration in Jakarta

Rapid development in major cities in the world, especially in developing countries resulted in increased community activities. This has an impact on the community's increased traffic, causing a variety of impacts ranging from congestion, increased air pollution, wasted fuel, and reduced levels of comfort in traffic. The integration of public transport is one of the ways used by the Jakarta provincial government to address the level of congestion is getting worse. One of the areas in Jakarta that have been designated as regional transport integration is Dukuh Atas Region. Improved integration of services and public transport facilities can increase the interest of society to move from using private transport be using public transportation. This is the underlying researchers to conduct research on the assessment of the level of passenger satisfaction and service performance-based integration of transport facilities in Jakarta (Region case study Integration Dukuh Atas) and know the attributes that affect passenger satisfaction. Conclusions from the results of the study indicate that passengers are satisfied with the level of service and transportation integration facilities in the Dukuh Atas Region with CSI score 70,46%. But the need for some improvement of the performance attributes that are getting a low value, such as the integration between public transport schedules and timeliness of arrival and departure transportation.


Introduction
Rapid development in major cities in the world, especially in developing countries resulted in increased community activities. This increase is also directly proportional to the needs of the community for the traffic thus causing traffic jams that result in travel time becomes longer [1]. Besides congestion also result in increased air pollution, wasted fuel, and reduced levels of comfort in traffic.
In Indonesia, especially Jabodetabek jams occur almost every day, especially on weekdays. Many communities still rely on private vehicles in traveling. Based on the Central Bureau of Statistics (BPS), the number of vehicles in Jakarta increased to 9% annually. It is not offset by the construction of roads in Jakarta, which is only 0.01% per year. The harm caused is quite large. Of increased air pollution, to the economic losses. According to data from Bappenas, economic losses due to congestion in Jakarta based on data for 2013 amounting to Rp. 63 billion per year and in 2019 close to Rp. 100 trillion.
In the face of the Jakarta provincial government together with related agencies working to provide transportation that is safe, convenient, efficient and effective. Starting from maximizing KRL, improving the public transport system based highways such as transportation (public transportation) and also Transjakarta to build a Mass Rapid Transit (MRT) and Light Rail Transit (LRT). That then all will be integrated to create an efficient transport system. Because the integration of public transport is the most rational solution to overcome the problems of urban transport [2].
With the integration of public transport systems are good, people are expected to switch from private vehicles and choose to use public transport as a first choice in traveling because it offers a public transport system which is connected to each other so that the journey will be easier and smoother [3]. The researchers are interested to analyze the level of passenger satisfaction with services and transport facilities based in Jakarta for the future integration of services and public transport facilities in Jakarta can be again.
This study aims to determine how much the level of passenger satisfaction with the service and the transport facilities-based integration in Jakarta and to identify service quality attributes that are considered most important to the performance of services and transport facilities-based integration in Jakarta. VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online)

Methodology
The research data was obtained from the collection of primary data and secondary data. Primary data is the result of questionnaires to passengers in the area of transport integration Dukuh Atas. Secondary data were obtained from literature and previous research. Data were analyzed using the following method:

Importance-Performance Analysis (IPA)
IPA analysis is used to measure the relationship between consumer perceptions and priorities for improving the quality of products/services also known as the quadrant analysis [4]. IPA combines measurements of factor's importance and satisfaction level in 2-dimensional graphics ease of explanation data. This concordance rate determines the priority order of service affecting passenger satisfaction.

Customer Satisfaction Index (CSI)
CSI analysis is used to know the passenger satisfaction index of the performance of services in the area of integration Dukuh Atas. CSI will calculate the index per passenger satisfaction and overall service attributes.
The measures used to express the satisfaction of passengers are as follows a.
From 0.66 to 0.80 = Satisfied c.

Chi-Square Test
Chi-Square test is a non-parametric statistical test that can be applied to the test data nominal and nominal categorical. A chi-square test is used to examine the relationship between variables. VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online)

Test Validity
The validity of test results to the level of satisfaction and the interests of all the variables declared invalid because r count> of r The validity of test results and the satisfaction level of importance can be summed data obtained otherwise reliable because it has a value of Cronbach's Alpha> of 0.6 3.4 Importance Performance Analysis The results of IPA analysis of the level of service performance and the importance of public transport users in the area of integration Dukuh Atas, generating incoming service attributes in quadrant I-IV. Service attributes that go in this quadrant are: The results of the analysis of the level of service performance and the level of interest of the public transport services in the area of Dukuh Atas generate customer satisfaction index by 70.46%. This value is in the range of values between 0.66 to 0.80 in which the CSI criteria in this range are satisfied. This means that the general public transport passengers in Region Dukuh Atas satisfied with the services and facilities are perceived.

Customer Satisfaction Index
3.6 The Chi-Square test From the results of the Chi-Square test with a significance level of 25%, it showed that the level of education and sex with customer satisfaction showed a p-value <0:25, which means that the level of education and gender had a significant association with the degree of satisfaction. This relationship can be caused by some of the following: a) Based on the results of primary data processing shows that most of the passengers of public transport in the Dukuh Atas area education high enough that from high school to S2 / S3 so that it has a critical assessment of what is expected and received, and thus the level of education has a correlation with the level of customer satisfaction, b) Educational variables associated with the type of work, where if you have a high enough level so obtained will work better anyway. When viewed from primary data, the majority have jobs as private employees or civil servants / BUMN employees who need to be punctual in their travels. As it relates to working hours set by the company work. Punctuality is one of the important variables that affect the level of customer satisfaction.

Conclusion
From the results, the following conclusions: 1. The results of the CSI (Customer Satisfaction Index) note that CSI scores of 0,7046 or 70.46% which is where the value is in the range of values from 0.66 to 0.80, which means consumers satisfied with the performance of services and facilities provided by public transport in the Dukuh Atas area. 2. There are 6 attributes of quality of service deemed most important by consumers of public transportation in the Dukuh Atas area, among others, the following: the convenience of purchasing tickets for public transportation modes, the ability of officers to direct passengers to their destination, the integration of a means of payment for a variety of transportation, ease in reaching out to the public transport, access to information transport services, the availability of transfer between access in public transport.