Exploring Bandung Public Bus Commuter Satisfaction and Loyalty
DOI:
https://doi.org/10.12695/ajtm.2022.16.1.3Keywords:
Bus Rapid Transit, Loyalty, Satisfaction, Service Quality, PLS-SEMAbstract
Bandung, the capital of West Java, is 2021 Indonesia's most crowded city. Congestion happens even then since the number of cars in Bandung has grown by an average of 11% annually. To overcome the congestion, the Ministry of Transportation Republic Indonesia programme created the "Teman Bus" programme in December 2021. Therefore, this study explores the impact of factors influencing passenger loyalty towards public bus services. A cross-sectional survey of bus users in Bandung was conducted in June 2022, with 211 respondents. The data were analysed using structural equation modelling. Using PLS-SEM, the relationship between constructs and loyalty was examined, and importance-performance map analysis was used to determine which drivers should prioritise increasing levels of a target construct of interest. The results indicate that perceived safety and security, perceived service quality, and image significantly influence loyalty. It also implies that those three variables, as revealed by the study's findings of the importance and performance matrix, need to be improved to increase customer loyalty when it comes to bus services.
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References
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van Lierop, D., Badami, M. G., & El-Geneidy, A. M. (2018). What influences satisfaction and loyalty in public transport? A review of the literature. Transport Reviews, 38(1), 52–72. https://doi.org/10.1080/01441647.2017.1298683
Waterson, B., Rajbhandari, B., & Hounsell, N. (2003). Simulating the impacts of strong bus priority measures. Journal of Transportation Engineering, 642-648. doi:10.1061/(ASCE)0733-947X(2003)129:6(642)
Zheng, Y., Kong, H., Petzhold, G., Barcelos, M. M., Zegras, C. P., & Zhao, J. (2021). User satisfaction and service quality improvement priority of bus rapid transit in Belo Horizonte, Brazil. Case Studies on Transport Policy, 9(4), 1900–1911. https://doi.org/10.1016/j.cstp.2021.10.011
Bagozzi, R. R., & Yi, Y. (1988). On the Evaluation of Structural Equation Models.
Currie, G., Delbosc, A., & Mahmoud, S. (2013). Factors Influencing Young Peoples’ Perceptions of Personal Safety on Public Transport. In Journal of Public Transportation (Vol. 16, Issue 1).
Fields, G. S. (2011). Poverty and Low Earnings in the Developing World. https://digitalcommons.ilr.cornell.edu/workingpapers/152
Figler, S., Sriraj, P., Welch, E., & Yavuz, N. (2011). Customer Loyalty and Chicago, Illinois, Transit Authority Buses: Results from 2008 Customer Satisfaction Survey. Transportation Research Record, 148-156. doi:10.3141/2216-16
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. In Source: Journal of Marketing Research (Vol. 18, Issue 1).
Ghozali, I., & Latan, H. (2015). Partial Least Squares Konsep, Teknik, dan Aplikasi Menggunakan program SmartPLS 3.0 Untuk Penelitian Empiris. Semarang: Badan Penerbit Universitas Dipenogoro Semarang.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Second Edition.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Issue 1, pp. 2–24). Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-11-2018-0203
Ibrahim, M. (2021, May 31). 7 Kota Termacet di Indonesia, Mengejutkan, Jakarta Posisi Kedua, Pertama Kota Mana? Diambil kembali dari Gala Jabar: https://galajabar.pikiran-rakyat.com/nasional/pr-1081982588/7-kota-termacet-di-indonesia-mengejutkan-jakarta-posisi-kedua-pertama-kota-mana
Ihsan, M. A. (2021, October 29). Rugi, Damri Tutup Sementara di Bandung. Diambil kembali dari Otomotif Kompas: https://otomotif.kompas.com/read/2021/10/29/074200515/rugi-damri-tutup-sementara-di-bandung
Jabarprov. (2021, December 27). Bus Trans Metro Pasundan Resmi Beroperasi di Bandung Raya, Ada Lima Koridor. Diambil kembali dari Website Resmi Pemerintah Daerah Provinsi Jawa Barat: https://jabarprov.go.id/index.php/news/45286/2021/12/27/Bus-Trans-Metro-Pasundan-Resmi-Beroperasi-di-Bandung-Raya-Ada-Lima-Koridor
Joewono, T. B., & Kubota, H. (2006). Safety and Security Improvement In Public Transportation Based on Public Perception in Developing Countries. In TRANSPORTATION 86 IATSS RESEARCH (Vol. 30, Issue 1).
Kautsar, N. D. (2021, December 28). Bandung Raya Kini Punya Bus Trans Metro Pasundan, Ini Daftar Rute dan Tarifnya. Diambil kembali dari Merdeka: https://www.merdeka.com/jabar/bandung-raya-kini-punya-bus-trans-metro-pasundan-ini-daftar-rute-dan-tarifnya.html
Latan, H., & Noonan, R. (2017). Partial least squares path modeling: Basic concepts, methodological issues and applications. In Partial Least Squares Path Modeling: Basic Concepts, Methodological Issues and Applications. Springer International Publishing. https://doi.org/10.1007/978-3-319-64069-3
Litman, T. A. (2017). www.vtpi.org Info@vtpi.org 250-508-5150 Well Measured Developing Indicators for Sustainable and Livable Transport Planning Well Measured: Developing Indicators for Sustainable And Livable Transport Planning. In Transportation Research Record. www.vtpi.org
Manggalani, U. (2019, October 12). Ternyata ... Inilah Penyebab Bandung Menjadi Kota Termacet. Diambil kembali dari suara.com: https://www.suara.com/otomotif/2019/10/12/100000/ternyata-inilah-penyebab-bandung-menjadi-kota-termacet
Nugrahadi, A. (2021, December 28). Trans Metro Pasundan Resmi Beroperasi, Simak Rute dan Jadwalnya. Diambil kembali dari Kompas: https://otomotif.kompas.com/read/2021/12/28/121200815/trans-metro-pasundan-resmi-beroperasi-simak-rute-dan-jadwalnya
Nguyen-Phuoc, D. Q., Phuong Tran, A. T., Nguyen, T. van, Le, P. T., & Su, D. N. (2021). Investigating the complexity of perceived service quality and perceived safety and security in building loyalty among bus passengers in Vietnam – A PLS-SEM approach. Transport Policy, 101, 162–173. https://doi.org/10.1016/j.tranpol.2020.12.010
Primadhyta, S. (2022, March 24). Bus Rapid Transit di Bandung Gratis hingga 2024. Diambil kembali dari CNN Indonesia: https://www.cnnindonesia.com/ekonomi/20220323205417-92-775359/bus-rapid-transit-di-bandung-gratis-hingga-2024
Putra, M. Y. (2021, October 6). Bandung sang Kota Kembang yang Terlalu Cepat Berkembang. Diambil kembali dari ayobandung: https://www.ayobandung.com/bandung-raya/pr-791365192/bandung-sang-kota-kembang-yang-terlalu-cepat-berkembang
Ridwan, M. F. (2022, March 24). Bus Rapid Transit (BRT) di Bandung Raya akan Mulai Diuji Coba. Diambil kembali dari Republika: https://www.republika.co.id/berita/r97fes423/bus-rapid-transit-brt-di-bandung-raya-akan-mulai-diuji-coba
Solehudin, M. (2019, October 7). Kata Pengamat soal Solusi Atasi Kemacetan di Kota Bandung. Diambil kembali dari detiknews: https://news.detik.com/berita-jawa-barat/d-4737277/kata-pengamat-soal-solusi-atasi-kemacetan-di-kota-bandung/2
van Lierop, D., Badami, M. G., & El-Geneidy, A. M. (2018). What influences satisfaction and loyalty in public transport? A review of the literature. Transport Reviews, 38(1), 52–72. https://doi.org/10.1080/01441647.2017.1298683
Waterson, B., Rajbhandari, B., & Hounsell, N. (2003). Simulating the impacts of strong bus priority measures. Journal of Transportation Engineering, 642-648. doi:10.1061/(ASCE)0733-947X(2003)129:6(642)
Zheng, Y., Kong, H., Petzhold, G., Barcelos, M. M., Zegras, C. P., & Zhao, J. (2021). User satisfaction and service quality improvement priority of bus rapid transit in Belo Horizonte, Brazil. Case Studies on Transport Policy, 9(4), 1900–1911. https://doi.org/10.1016/j.cstp.2021.10.011
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Submitted
2022-09-28
Accepted
2023-05-09
Published
2023-08-16
How to Cite
Faridian Wirayat, M. Y., & Belgiawan, P. F. (2023). Exploring Bandung Public Bus Commuter Satisfaction and Loyalty. The Asian Journal of Technology Management (AJTM), 16(1), 32–51. https://doi.org/10.12695/ajtm.2022.16.1.3
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