Investigating Satisfaction and Its Determinants of BRT-Lite Services in Indonesian Cities

Abstract

Passenger satisfaction significantly affects behaviour towards public transport. With emerging BRT-Lite development in Indonesia, satisfaction of the services reflects the quality and performance to meet the passengers need. This paper investigates passenger satisfaction level of four BRT-lite in Indonesian cities, consists of shelter and bus service attributes, users personal and travel characteristics. Passenger satisfaction for key service attributes of bus and shelter was assessed using Customer Satisfaction Index and Ordinal Logistic Regression. The results of this study found that passenger in Bali, Surakarta, and Bandung tend to rate high satisfaction level for most attributes, whereas less satisfaction is found in Bogor. Specific attributes do have significant influence on satisfaction level which also causing the negative results in Bogor. Interesting finding found in this paper is that BRTLite which has the lowest satisfaction rate resulting in possibility to reduce the sustainability of the BRT operation.