From expectations to performance: Assessing the quality of Trans Metro Dewata using importance-performance analysis
Keywords:
Service Quality, Public Transport, Importance–Performance Analysis, Trans Metro Dewata, Passenger SatisfactionAbstract
This study evaluates the service quality of Trans Metro Dewata (TMD), Bali’s Bus Rapid Transit (BRT), by analyzing user satisfaction and expectations. Using Importance–Performance Analysis (IPA), 100 respondents—local residents and domestic tourists—assessed 18 indicators across nine dimensions: availability, ticketing, information, reliability, cleanliness, comfort, temperature/ventilation, safety, and accessibility. Findings show strong performance in safety, cleanliness, accessibility, and comfort, while significant gaps appear in the information dimension, notably real-time arrival accuracy and disruption communication, classified in the “Concentrate Here” quadrant. Meanwhile, elements such as special fare schemes and seating availability fall into “Keep Up the Good Work” reflecting high satisfaction. The study recommends enhancing real-time passenger information systems and maintaining strengths in safety and comfort. Academically, this research enriches literature on BRT service quality in tourism-centric cities; practically, it offers actionable insights for policymakers to improve public transport’s role in supporting sustainable, tourist-friendly urban mobility.
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