부산대학교 도서관

The purpose of this study was to identified the level of satisfaction of female passengers when uing public transport services. After such knowledge was gained, it is expected that authorized agencies and personnel be able to offer some feedback by making improvements to public transport services, making passenger satisfaction with public transportation services increasesd. This study used the SERVQUAL model to investigate public transportation in the areas of Jakarta, Bogor, Depok, Tangerang, and Bekasi (Jabodetabek). Public transportation modes include inter-city and inner city buses, trains, public taxis, and online taxis. The SERVQUAL method consists of five dimensions, namely Tangibility, Reliability, Responsiveness, Assurance, and Emphaty. A focus was placed on female customers because currently more and more women are increasingly involved in the professional world, allowing a balance between men and women in the economy. Public transportation now becomes a main preference because it comes with a variety of modes and fares to suit the passengers' ability to afford. The results show that there was no attribute with a satisfactory level of conformity because the conformity level was below 80%, and that the dimension with the highest gap was Tangibility, but specific to public buses, the highest gap was in the Empathy dimension, precisely in the attribute personnel's sensitivity when receiving complaints on female passenger needs. [ABSTRACT FROM AUTHOR]