Journal of Consumer Behaviour

Theme / Topic: Consumer BehaviorProblem: Analyzing the relationship between objective performance measures and public transport services and the satisfaction perceived by consumers (tourists).Title: Effect of Performance Objectives and General Transport Services Consumer Satisfaction Cosmos (photos)Author: Ridwan Nugroho

 Abstarak
        Satisfaction derived from citizen action are often used in performance-due to the link they consider the performance of the company's contracts. This study analyzes thethe relationship between objective measures of performance of public transport services and the satisfaction felt bytourists.Backgrounds
      Network coverage / distance to stop (Eriksson et al., 2009, Tyrinopoulos and Antoniou 2008), and safety issues (Smith and Clarke 2000, Fellesson and Friman 2008) all known to be an important factor in customer evaluation of service quality of public transport. In addition, Friman and Gärling (2001) underlines the importance of transport information clear and simple.

   To meet the needs of current and potential customers, quality investment actually improve the perceived service performance. . In his study, respondents assess satisfaction even lower, or unchanged, after the quality initiative. Thus, the question of how the objective conditions of the transport system associated with the subjectivesatisfaction remains.
 Problem
      Analyzing the relationship between objective performance measures and public transport services and the satisfaction perceived by consumers (tourists).
 Research Objectives
      To determine the level of service and level of customer satisfaction and Satisfaction in Public Transportation.Research Methods
       The sample used in this study were obtained from Benchmarking in European ServicePublic Transport (BEST 2001), where the citizen satisfaction with public transport has been measured through an annual survey. The sample selected was a survey conducted in six cities in Europe during 2001, which consisted of people between the ages of 16 and 96 years old. Satisfaction data selected from the 2001 survey for the corresponding measures obtained from the performance of services taken from the UITP MillenniumDatabase (Vivier 2006).
           Procedure
     Satisfaction data collected through a telephone survey. Respondents were randomly selected and tenelepon between 5 and 9 pm They are information about the purpose of the survey-to obtain information, data collection was stopped when the interviewer has reached and collected data from 1,000 respondents in each city. Data collected by local pollsters in each city.
Discussion
    As shown by the fact that respondents with either no or very limited experience of the relevant public transport system is still able to express opinionsabout them when asked in the survey, the level of satisfaction may be even lessrelated to the actual transport system. Such discrepancies are not reflected in the relationship between the availability of seats which can be felt and reflected the fact that the lack of frequency offset by increased vehicle capacity. At least, the datashowed that the increased availability of seats recorded by tourists. Negative(And contrary to intuition) correlation between average speed and travel time mayreflect the impact of this type of trip.Conclusion
      Does this mean, then, that satisfaction measures are not relevant? Of course not!Satisfaction is important to understand the public transportation from the customer perspective. However, there is a problem when the subjective judgment of the user (and even non-users) are combined with the objective conditions of the transportation system. satisfaction is a relative concept and not an absolute measure of success in public transport.
 Suggestion:

     We as a nation whether we should get together membagun and keep the economy especially in terms of public transport.
    Service and performance of all elements relating to public transport denag masi and should ditinkatkan because transportation is key to the progress of a nation.
Sources:http://nctr.usf.edu/jpt/pdf/JPT12-4Friman.pdfhttp://ridwannugroho2.blogspot.com/2012/12http://gustiantorahman.blogspot.com/2013/01