Passenger Satisfaction Analysis

Oct 13, 2025 by talynt.org 129 views

Introduction

Medan City, the capital of North Sumatra Province, has experienced rapid growth in various aspects, especially the population and economic activity. This increase is directly proportional to the need for better public transportation facilities and infrastructure to support community mobility. One of the solutions applied is the Trans Mebidang Bus, which is designed to improve community accessibility. Therefore, it is essential to analyze the operation of this bus efficiently and effectively to achieve the desired goals. This study aims to review operational performance parameters as well as the level of user satisfaction with the Trans Mebidang bus service.

Background

The Trans Mebidang Bus is a public transportation system designed to improve community accessibility in Medan City. The bus operates on the Binjai Terminal Route - Medan City Market Center, providing a convenient and affordable transportation option for residents and visitors. However, the effectiveness of the Trans Mebidang Bus in meeting the needs of its users is still a topic of debate. This study aims to evaluate the operational performance of the Trans Mebidang Bus and identify areas for improvement.

Methodology

The study was conducted by direct survey in the field to evaluate several performance parameters, namely travel time, time between, circulation time, loading factors, and the level of comfort both for passengers who sit and stand. In addition, to measure passenger satisfaction, the questionnaire was distributed to 100 respondents. The method used in this study is an effective Importance Performance Analysis (IPA) to identify priority service improvement.

Results

The results showed that the average travel time was 76,125 minutes, with a time between reaching 24 minutes and circulation time of 204.84 minutes. In addition, the available seat area is 0.315 m², while the area of standing is 0.174 m². In terms of loading factors, it was found that the number for holidays was 29.47%, while for weekdays only 25.42%. These numbers indicate that the time parameters between, circulation time, and loading factors are still below the standard set in SK.687/AJ.206/DRJD/2002, which requires improvements in these aspects.

Passenger Satisfaction Analysis

Passenger satisfaction analysis revealed that there are several elements that need to be improved, especially the physical condition of the bus stop and aspects of comfort and safety at the bus stop. This is important because the existence of a comfortable and safe bus stop is very influential on the people's decision to use public transportation.

Analysis and Recommendations

From the results of the analysis, it is clear that although the Trans Mebidang bus has succeeded in attracting users, several operational aspects still require serious attention. Travel time is longer than expected to indicate a potential delay that can interfere with the user's travel plan. To improve efficiency, it is necessary to evaluate routes and tighter scheduling. For example, the use of technology-based information systems that can provide real-time information about the existence of a bus will be very helpful.

On the other hand, a less ideal loading factor shows that the bus is not enough to meet demand during rush hour. The addition of the fleet at peak times and the frequency setting of departure can be a solution to deal with this problem.

In terms of comfort, the inadequate physical condition of the bus stop affects the experience of passengers. Therefore, it is essential to pay attention to the design and facilities at each stop, including seating, lighting, and cleanliness. Security is also a crucial aspect; Security officers around the bus stop and surveillance camera systems can increase security for passengers.

Conclusion

Overall, the Trans Mebidang bus has the potential to become a better public transportation alternative in Medan. However, attention to details in operations and services to users will be the key to success in improving user performance and satisfaction. The implementation of the recommendations resulting from this study is expected to improve the performance of the Trans Mebadang bus and have a positive impact on the mobility of the Medan community.

Recommendations

Based on the results of this study, the following recommendations are made:

Improve travel time: Evaluate routes and tighten scheduling to reduce travel time and minimize potential delays.
Increase fleet: Add more buses to the fleet during peak hours to meet demand and reduce loading factors.
Enhance bus stop facilities: Improve the physical condition of bus stops, including seating, lighting, and cleanliness, to enhance passenger comfort and safety.
Implement technology-based information systems: Use technology-based information systems to provide real-time information about the existence of buses and improve passenger experience.
Increase security: Implement security measures, such as security officers and surveillance camera systems, to increase security for passengers.

By implementing these recommendations, the Trans Mebidang bus can become a more efficient and effective public transportation alternative in Medan, improving the mobility of the community and enhancing passenger satisfaction.

Introduction

In our previous article, we discussed the operational performance analysis of the Trans Mebidang Bus, which operates on the Binjai Terminal Route - Medan City Market Center. The study aimed to evaluate the operational performance of the Trans Mebidang Bus and identify areas for improvement. In this article, we will answer some of the frequently asked questions (FAQs) related to the study.

Q: What is the purpose of the Trans Mebidang Bus operational performance analysis?

A: The purpose of the study is to evaluate the operational performance of the Trans Mebidang Bus and identify areas for improvement. The study aims to provide insights into the strengths and weaknesses of the bus service and make recommendations for improvement.

Q: What are the key performance indicators (KPIs) used in the study?

A: The KPIs used in the study include travel time, time between, circulation time, loading factors, and the level of comfort both for passengers who sit and stand.

Q: What are the results of the study?

A: The results of the study showed that the average travel time was 76,125 minutes, with a time between reaching 24 minutes and circulation time of 204.84 minutes. In addition, the available seat area is 0.315 m², while the area of standing is 0.174 m². In terms of loading factors, it was found that the number for holidays was 29.47%, while for weekdays only 25.42%.

Q: What are the recommendations of the study?

A: The recommendations of the study include improving travel time, increasing fleet, enhancing bus stop facilities, implementing technology-based information systems, and increasing security.

Q: How can the Trans Mebidang Bus improve travel time?

A: The Trans Mebidang Bus can improve travel time by evaluating routes and tightening scheduling. For example, the use of technology-based information systems that can provide real-time information about the existence of a bus will be very helpful.

Q: How can the Trans Mebidang Bus increase fleet?

A: The Trans Mebidang Bus can increase fleet by adding more buses to the fleet during peak hours to meet demand and reduce loading factors.

Q: How can the Trans Mebidang Bus enhance bus stop facilities?

A: The Trans Mebidang Bus can enhance bus stop facilities by improving the physical condition of bus stops, including seating, lighting, and cleanliness, to enhance passenger comfort and safety.

Q: How can the Trans Mebidang Bus implement technology-based information systems?

A: The Trans Mebidang Bus can implement technology-based information systems by using technology-based information systems to provide real-time information about the existence of buses and improve passenger experience.

Q: How can the Trans Mebidang Bus increase security?

A: The Trans Mebidang Bus can increase security by implementing security measures, such as security officers and surveillance camera systems, to increase security for passengers.

Conclusion

The Trans Mebidang Bus operational performance analysis provides valuable insights into the strengths and weaknesses of the bus service. By implementing the recommendations of the study, the Trans Mebidang Bus can become a more efficient and effective public transportation alternative in Medan, improving the mobility of the community and enhancing passenger satisfaction.

Recommendations

Based on the results of the study, the following recommendations are made:

Improve travel time: Evaluate routes and tighten scheduling to reduce travel time and minimize potential delays.
Increase fleet: Add more buses to the fleet during peak hours to meet demand and reduce loading factors.
Enhance bus stop facilities: Improve the physical condition of bus stops, including seating, lighting, and cleanliness, to enhance passenger comfort and safety.
Implement technology-based information systems: Use technology-based information systems to provide real-time information about the existence of buses and improve passenger experience.
Increase security: Implement security measures, such as security officers and surveillance camera systems, to increase security for passengers.

By implementing these recommendations, the Trans Mebidang Bus can become a more efficient and effective public transportation alternative in Medan, improving the mobility of the community and enhancing passenger satisfaction.