CUSTOMER SATISFACTION OF FEEDER TRANSIT OF TRANSJAKARTA CORRIDOR PULO GADUNG = DUKUH ATAS 2, JAKARTA: STRUCTURAL EQUATION MODELING ANALYSIS

PT. Transportasi Jakarta, supervised by Government of DKI Jakarta, tries to improve Transjakarta BRT services for its customers. To support the BRT system, PT. Transportasi Jakarta provides Transjakarta feeder buses that operate to transporting passengers outside Transjakarta bus lanes to Transjakarta bus stops. Along with Transjakarta feeder buses, private owned public transports are also used as feeders of Transjakarta despite their condition. Private owned public transport has begun aging, and its service quality has been decreasing. Moreover, customer satisfaction is crucial because it influences consumers’ decision to use public transport. PLS-SEM (Partial Least Square- Structural Equation Modeling) analysis conducted to determine customer satisfaction to quality of service. The studies are limited to feeder transport users in the corridors 4 (Pulo Gadung - Dukuh Atas 2). The results are that Transjakarta feeder bus users are very satisfied with the service and transport facilities variable. On the other hand, private owned medium size bus transport (Metro Mini) users are very satisfied with the information and technology variables mainly on the availability of public transport information while private owned small bus transport (Mikrolet) users are very satisfied with the safe and security variable mainly on security in carrying passenger goods.