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All Journal Jurnal Transportasi Journal of Economics, Business, & Accountancy Ventura Jurnal Manajemen Pelayanan Publik Jurnal Ilmiah Kebijakan Hukum Jurnal Pendidikan Ekonomi & Bisnis Matra Pembaruan: Jurnal Inovasi Kebijakan Jurnal Bina Praja International Research Journal of Business Studies (E-Journal) Journal of Economic, Bussines and Accounting (COSTING) Aptisi Transactions on Technopreneurship (ATT) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmiah Kesehatan Masyarakat : Media Komunikasi Komunitas Kesehatan Masyarakat Monas: Jurnal Inovasi Aparatur Coopetition : Jurnal Ilmiah Manajemen Indonesian Journal of Islamic Economics and Business BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Golden Ratio of Mapping Idea and Literature Format Golden Ratio of Social Science and Education Golden Ratio of Auditing Research Jurnal Keamanan Nasional Journal of Social Work and Science Education International Research Journal of Business Studies
Rachma Fitriati
Universitas Indonesia
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences Transportation Other

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Gagalkah TransJakarta? Kajian Kualitas Layanan pada Sistem Angkutan Cepat Massal TransJakarta Fitriati, Rachma
International Research Journal of Business Studies Vol. 3 No. 1 (2010): April-July 2010
Publisher : Universitas Prasetiya Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21632/

Abstract

The research aimed to study the busway users’ understanding, attitude, and behavior toward the quality of TransJakarta service, in order to provide alternative solution over the complexity of massive transportation problems in DKI Jakarta, as the capital city of Indonesia. In addition, the research presented some inputs to overcome the transportation problems in Jakarta that can be used as points of evaluation for other cities in Indonesia which have prepared or are preparing to make use of bus rapid transit system. The research was focused on the quality of TransJakarta service, and identified the necessary atributes to produce an optimum public service quality–as a part of social engineering study on massive transport system. The analysis used Service Quality (SERVQUAL) dan Importance-Performance Analysis (IPA) concepts, done through surveys on 450 respondents on eight busway corridors. The result showed that the users of TransJakarta value most the dimension of empathy and quite the reverse value worst the dimension of tangible. The data showed that empathy is the dimension in which service quality “is considered” most likely improved. While other dimensions, especially the dimensions of tangible, responsiveness and assurance ‘are considered’ already given, since the TransJakarta users regard them as being outside the management limit of Public Service Board of TransJakarta. 
Improving E-Service Quality of Indonesian Toll Road Application with Entrepreneurship Insights Setiawan, Mohamad Agus; Hartoyo, Hartoyo; Seminar, Kudang Boro; Sartono, Bagus; Fitriati, Rachma; Ginting, Victor
Aptisi Transactions On Technopreneurship (ATT) Vol 7 No 2 (2025): July
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/att.v7i2.579

Abstract

Digital transformation in Indonesia toll road sector faces significant challenges related to information fragmentation among Toll Road Operators (BUJT), hindering the optimization of electronic service quality (E-Service Quality). This research aims to enhance E-Service Quality through the Soft Systems Methodology (SSM), integrated with Structural Equation Modeling-Partial Least Squares (SEM-PLS) analysis to understand key service dimensions. The findings indicate that integrating information across BUJTs, with a focus on informativeness, is critical to improving user satisfaction. The SSM-based conceptual model developed provides systemic solutions through policy integration, collaboration among BUJTs, and the development of an integrated information system. The assessment reveals that the proposed changes support toll road digital transformation and are culturally feasible. This study offers a strategic framework for improving toll road service quality, strengthening stakeholder collaboration, and creating a better user experience.
Co-Authors Abdur Rahman Azhari, Andi Vivi Bagus Sartono Bernardus Yuliarto Nugroho Chairul Muriman Setyabudi Dewi, Herliana Djatmika, Gatot Hery Effendy, Khasan Ellen Sophie Wulan Tangkudung Faisal Faisal Ginting, Victor Hardjosoekarto, Sudarsono Hartoyo Hartoyo Hartoyo Heranisty Nasution Hermiati, Tutie Himsar Silaban Hipui, Maria Vianei Hutajulu, Ruby Wirawan Kerti, Maryasih Ni Luh Kudang Boro Seminar Marsanty, Dea Alita Mohamad Agus Setiawan Muhamad Syauqillah Muhamad Yopan Munawaroh Munawaroh Muttaqin Muttaqin Ohorella, Zulkifli Pinora, Joseph Ananta Ricky Aditya, Ricky Robiana Modjo Salsabila, Radita Sarsito, Aditya Setiotirin, Roosnelly Wahyuning Simarmata, Yuliana Wisna Sinta Wardani Siti Aminah SOEDIBJO, SUGENG Suprajeni, M. Raihan Tarigan, Roberto Pehulisa TOBING, SONDANG YOHANNA L. Triyuni Soemartono Wahyudi, Andreo Wilopo Wilopo, Wilopo Z.Rusfian, Effy