Emosi Dibalik Kepuasan Penumpang: Studi Survei Pengguna Bus Rapid Transit (BRT)
(1) Program Studi Psikologi, Fakultas Kedokteran, Universitas Lambung Mangkurat, Banjarbaru
(2) Program Studi Psikologi, Fakultas Kedokteran, Universitas Lambung Mangkurat, Banjarbaru
(3) Program Studi Psikologi, Fakultas Kedokteran, Universitas Lambung Mangkurat, Banjarbaru
(4) Program Studi Psikologi, Fakultas Kedokteran, Universitas Lambung Mangkurat, Banjarbaru
(5) Program Studi Psikologi, Fakultas Kedokteran, Universitas Lambung Mangkurat, Banjarbaru
(6) Program Studi Psikologi, Fakultas Kedokteran, Universitas Lambung Mangkurat, Banjarbaru
Abstract
Pada daerah perkotaan, transportasi publik memegang peran penting pada mobilitas efektif masyarakat. Sebagai salah satu bentuk transportasi publik modern, Bus Rapid Transit (BRT) Banjarbakula di Kalimantan Selatan beroperasi sejak tahun 2019. Adanya BRT ini membutuhkan evaluasi pada kepuasan penumpang untuk meningkatkan kualitas pelayanan. Penelitian ini bertujuan untuk menjelaskan faktor emosional yang berhubungan dengan kepuasan menggunakan transportasi publik. Kami juga menguji peranan faktor demografi dan kualitas layanan pada kepuasan. Melalui pendekatan penelitian kuantitatif, kami melakukan survei korelasional. Kami mengumpulkan 151 orang pengguna BRT Banjarbakula menggunakan purposive sampling. Analisis dilakukan menggunakan regresi hierarki, pada step 1 menguji faktor demografi, step 2 menguji faktor kualitas layanan, dan step 3 menguji faktor emosi. Hasil analisis regresi hierarki menunjukkan bahwa pada step 1 tidak ada faktor demografi (jenis kelamin, usia, daerah tempat tinggal, dan penghasilan keluarga per-bulan) yang berhubungan dengan kepuasan penggunaan BRT. Pada step 2, kami menemukan bahwa hanya faktor kenyamanan yang signifikan berperan pada kepuasan penumpang. Hasil analisis pada step 3 menegaskan hasil step 2, yakni afeksi positif berperan positif sementara afeksi negatif berperan negatif pada kepuasan penumpang. Hasil temuan ini menjelaskan bahwa faktor emosional pada penumpang transportasi publik perlu diperhatikan untuk meningkat penilaian kepuasan penggunaan transportasi publik.
In urban areas, public transportation plays an important role in the effective mobility of people. As a kind of modern public transportations, the Bus Rapid Transit (BRT) of 'Banjarbakula' in South Kalimantan has been operating since 2019. The existence of this BRT requires an evaluation of passenger satisfaction to enhance the quality of service. This study aims to explain the emotional factors associated with satisfaction using public transportation. We also examine the role of demographic and service quality factors on satisfaction. Through a quantitative research approach, we conducted a correlational survey. We collected 151 Banjarbakula BRT users through purposive sampling. We use hierarchical regression in step 1 to examine the demographic, step 2-the service quality, and step 3-the emotional factors. The results of the hierarchical regression analysis showed that in step 1, demographic factors (gender, age, area of residence, and monthly family income) did not associate with satisfaction with using BRT. In step 2, we found that only the comfortable has a significant effect on passenger satisfaction. The analysis results in step 3 confirm the results of step 2. The positive affect has a positive association while the negative affect has a negative association with passenger satisfaction. These findings explain that the emotional factors of public transportation passengers need to be considered to increase the satisfaction level of using public transportation.
Keywords
Full Text:
PDFReferences
Adriani, N. N., & Warmika, I. G. K. (2019). Pengaruh Kualitas Pelayanan Dan Persepsi Nilai Terhadap Kepuasan Dan Niat Menggunakan Kembali. E-Jurnal Manajemen Universitas Udayana, 8(4), 1956. https://doi.org/10.24843/ejmunud.2019.v08.i04.p03
Apriliani, A., Budhiluhoer, M., Jamaludin, A., & Prihandani, K. (2020). Systematic Literature Review Kepuasan Pelanggan terhadap Jasa Transportasi Online. Systematics, 2(1), 12. https://doi.org/10.35706/sys.v2i1.3530
Ariansyah, K. (2017). Faktor-Faktor yang Memengaruhi Kepuasan Pelanggan terhadap Layanan Pitalebar Bergerak Determinants of Customer Satisfaction against Mobile Broadband. Buletin Pos Dan Telekomunikasi, 15(1), 27–42.
Beaton, D. E., Bombardier, C., Guillemin, F., & Ferraz, M. B. (2000). Guidelines for the process of cross-cultural adaptation of self-report measures. Spine, 25(24), 3186–3191.
Christasani, P. D., & Satibi, S. (2016). Kajian Faktor Demografi Terhadap Kepuasan Pasien Jaminan Kesehatan Nasional Pada Fasilitas Kesehatan Tingkat Pertama. Journal of Pharmaceutical Sciences and Community, 13(01), 28–34. https://doi.org/10.24071/jpsc.2016.130105
Desrianto, D., & Afridola, S. (2020). Lokasi dan Pelayanan terhadap Kepuasan Konsumen Pada Coffee Town Bakery di Kota Batam. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 8(1), 2020–2033. https://doi.org/10.35794/emba.v8i1.28054
Dipanegara, H. P., Samin, S., & Samad, A. (2020). Evaluasi kinerja Bus Rapid Transit (BRT) Banjarbakula pada rute wilayah kota Banjarmasin. Seminar Nasional Teknologi Dan Rekayasa (SENTRA) 2020. https://doi.org/10.22219/sentra.v0i6.3870
Ettema, D., Friman, M., Olsson, L. E., & Gärling, T. (2017). Season and weather effects on travel-related mood and travel satisfaction. Frontiers in Psychology, 8(FEB), 1–9. https://doi.org/10.3389/fpsyg.2017.00140
Ingvardson, J. B., & Nielsen, O. A. (2019). The relationship between norms, satisfaction and public transport use: A comparison across six European cities using structural equation modelling. Transportation Research Part A: Policy and Practice, 126(May), 37–57. https://doi.org/10.1016/j.tra.2019.05.016
Irdiana, S., & Iristian, J. (2019). Minat Memesan Kembali Transportasi Online. Wiga : Jurnal Penelitian Ilmu Ekonomi, 9(2), 110–118. https://doi.org/10.30741/wiga.v9i2.448
Jaśkiewicz, M., & Besta, T. (2014). Heart and mind in public transport: Analysis of motives, satisfaction and psychological correlates of public transportation usage in the Gdańsk-Sopot-Gdynia Tricity Agglomeration in Poland. Transportation Research Part F: Traffic Psychology and Behaviour, 26(PART A), 92–101. https://doi.org/10.1016/j.trf.2014.06.012
Keiningham, T., Gupta, S., Aksoy, L., & Buoye, A. (2014). The high price of customer satisfaction. MIT Sloan Management Review, 55(3), 37–46.
Kormos, C., Sussman, R., & Rosenberg, B. (2021). How cities can apply behavioral science to promote public transportation use. Behavioral Science and Policy, 7(1), 95–115. https://doi.org/10.1353/BSP.2021.0004
Lancée, S., Veenhoven, R., & Burger, M. (2017). Mood during commute in the Netherlands: What way of travel feels best for what kind of people? Transportation Research Part A: Policy and Practice, 104, 195–208. https://doi.org/10.1016/j.tra.2017.04.025
Legrain, A., Eluru, N., & El-Geneidy, A. M. (2015). Am stressed, must travel: The relationship between mode choice and commuting stress. Transportation Research Part F: Traffic Psychology and Behaviour, 34, 141–151. https://doi.org/10.1016/j.trf.2015.08.001
Ma, Y., Zou, X., & Xu, J. (2017). Do Demographic Factors Have an Effect on Resident’s Satisfaction of the Transportation System? A Case Study of Nansha District in Guangzhou. 17th COTA International Conference of Transportation Professionals, 1601–1610. https://doi.org/10.1061/9780784480915.357
Mirzagoli, M., & Memarian, E. (2015). The effects of demographic factors on customer satisfaction from ATM (Case Study: mellat Bank in Mazandaran state). Cumhuriyet University Faculty of Science Science Journal (CSJ), 36(3), 2049–2056. http://dergi.cumhuriyet.edu.tr/cumuscij
Morris, E. A., & Guerra, E. (2015a). Are we there yet? Trip duration and mood during travel. Transportation Research Part F: Traffic Psychology and Behaviour, 33, 38–47. https://doi.org/10.1016/j.trf.2015.06.003
Morris, E. A., & Guerra, E. (2015b). Mood and mode: does how we travel affect how we feel? Transportation, 42(1), 25–43. https://doi.org/10.1007/s11116-014-9521-x
Ponrahono, Z., Bachok, S., Ibrahim, M., & Mohamed, M. (2015). A Study of Urban- Rural Public Bus Passengers ’ Demographic and Trip Characteristics in Peninsular Malaysia. Journal of Architechture, Planning and Construction Management, 5(1), 57–69.
Redman, L., Friman, M., Gärling, T., & Hartig, T. (2013). Quality attributes of public transport that attract car users: A research review. Transport Policy, 25, 119–127. https://doi.org/10.1016/j.tranpol.2012.11.005
Siddiqui, U. A., & Khan, M. S. (2017). An Exploratory Study on Effect of Demographic Factors on Consumer Satisfaction and Its Determinants in E-Retailing. Management Studies and Economic Systems, 3(3), 159–171. https://doi.org/10.12816/0040229
Sinaga, L. R., Efendi, N., & Harori, M. I. (2020). Pengaruh Kualitas Pelayanan, Fasilitas, Dan Harga Terhadap Kepuasan Konsumen Pengguna Jasa Transportasi Bus Damri. Jurnal Perspektif Bisnis, 3(November), 89–96. http://jpb.fisip.unila.ac.id/index.php/jpb/article/view/33
Sooriyabandara, C. N., & Hewage, D. (2015). Analysis of Factors Affecting Passenger Satisfaction on Service Quality in Public Transportation in Sri Lanka. 11th International Research Conference General Sir John Kotelawala Defence University, 178–185. http://ir.kdu.ac.lk/bitstream/handle/345/2647/IRC2018(178-185).pdf?sequence=1
Sriyanto, A., & Ditto, D. (2018). Analisis Faktor-Faktor Kepuasan Pelanggan Pada Pengguna Jasa Transportasi Publik Bus Transjakarta Koridor 13 (Ciledug – Blok M). Jurnal Ekonomika Dan Manajemen, 7(1), 15–27. https://journal.budiluhur.ac.id/index.php/ema/article/view/576
Stradling, S., Carreno, M., Rye, T., & Noble, A. (2007). Passenger perceptions and the ideal urban bus journey experience. Transport Policy, 14(4), 283–292. https://doi.org/10.1016/j.tranpol.2007.02.003
Sudirman, A., Efendi, E., & Harini, S. (2020). Kontribusi harga dan kepercayaan konsumen untuk membentuk kepuasan pengguna transportasi berbasis aplikasi. Journal of Business and Banking, 9(2), 323. https://doi.org/10.14414/jbb.v9i2.2078
Sumaedi, S., Gede Mahatma, I., Bakti, Y., & Yarmen, M. (2012). The Empirical Study Of Public Transport Passengers’ Behavioral Intentions: The Roles Of Service Quality, Perceived Sacrifice, Perceived Value, And Satısfaction. Research Center for Quality System and Testing Technology, 2(1), 83–97. http://ijtte.com/uploads/2012-03-20/d4c8811d-88a5-92b1p8.pdf
Sya’rawie, M. M. (2021, September 12). Pemprov Kalsel Bakal Tambah Armada BRT Untuk Banjar Bakula. Bisnis.Com. https://kalimantan.bisnis.com/read/20210912/407/1441318/pemprov-kalsel-bakal-tambah-armada-brt-untuk-banjar-bakula
Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54(6), 1063–1070. https://doi.org/10.1037//0022-3514.54.6.1063
Wei-Chen, T. (2011). The impact of customer’s affective trait on e-service quality and satisfaction - Travel website cases. International Conference on Advanced Communication Technology, ICACT, 1434–1439. https://www.icact.org/upload/2011/0263/20110263_finalpaper.pdf
Winarno, B., & Manullang, O. R. (2018). Parameter Penentu Penggunaan Transportasi Umum Di Perkotaan Pati. Tataloka, 20(1), 75. https://doi.org/10.14710/tataloka.20.1.75-86
Yulita, H., & Wijaya, B. (2020). Pengaruh Kualitas Pelayanan Transportasi Publik terhadap Kepuasan Konsumen. Management & Accounting Expose, 3(1), 1–12. https://doi.org/10.36441/mae.v3i1.131
Yuniarty, N. D., & Pahlevi, K. (2020). Analisis willingness to pay pengguna jasa Bus Rapid Transit (Brt) Banjarbakula dan faktor-faktor yang mempengaruhinya. JIEP: Jurnal Ilmu Ekonomi Dan Pembangunan, 3(1), 80–97. http://ppjp.ulm.ac.id/journals/index.php/jiep/article/view/2209
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 4.0 International License.