User Perception Model of Urban Public Transport Service Satisfaction

DOI

10.2991/978-94-6463-768-7_22How to use a DOI?

Keywords

user perception; satisfaction; service; public transportation

Abstract

Public transportation in urban areas plays a crucial role as a key element in economic growth and in realizing an effective, efficient, safe, and comfortable urban transportation system. A good transportation system creates an orderly, sustainable, and environmentally friendly mobility system. In general, the performance of conventional urban public transportation (angkot) has deteriorated, even in Palu city where angkot fleets have significantly declined, and their services are very poor. The service condition of conventional public transportation is increasingly marginalized by the presence of online-based public transportation. Currently, public transportation services in Indonesian cities are dominated by online-based transportation, both two-wheeled and four-wheeled, where the service is accessed through smartphone applications provided by online transportation service providers. This study aims to obtain a model of user satisfaction perception with the concept of the structural relationship between service quality dimensions and user satisfaction using structural equation modeling (SEM) analysis method. The analysis results obtained a user satisfaction perception model with a structural equation: Y = -0.21 Comfort + 0.26 Accessibility + -0.15 Safety + 0.66 Time + 0.26 Tariff. The time dimension is the most significant variable in shaping user satisfaction compared to other dimensions. The comfort and safety dimensions do not significantly contribute to shaping user satisfaction. This is due to the use of motorcycle taxis as an alternative transportation, incidental usage, short distances, or using within specific areas.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Taslim Bahar
AU  - Mashuri Mashuri
AU  - K. Sari Puji Lestari
PY  - 2025
DA  - 2025/07/07
TI  - User Perception Model of Urban Public Transport Service Satisfaction
BT  - Proceedings of the 3rd International Conference on Science in Engineering and Technology (ICOSIET 2024)
PB  - Atlantis Press
SP  - 196
EP  - 204
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-768-7_22
DO  - 10.2991/978-94-6463-768-7_22
ID  - Bahar2025
ER  -