Analysing urban public transport users’ satisfaction: A case study of Tanjung Priok port route by JakLingko

JakLingko is an integrated transportation system for public transportation services in Jakarta, which is currently being developed. This new system approach is one of the government’s efforts to increase public interest in switching to mass transportation. This study aims to determine passengers’ level of importance and satisfaction with the services provided by urban transportation on the Tanjung Priok port route by the JakLingko integration system by using the Importance Performance Analysis (IPA) method. Based on the results of research and analysis related to performance, it shows that fourteen attributes are considered very important with an average weight of 4.31 from a scale of 5.00 in determining customer satisfaction. The highest level of importance is the safety and security of passengers during the trip. At the same time, the passenger satisfaction criteria for service performance assessment are included in the satisfied category with an average weight of 3.54 from a scale of 5.00 with the highest level of satisfaction, namely accessibility to transportation mode.