Muchammad Zaenal Muttaqin, et al. Table 2. Performance and Importance of Trans Metro Pekanbaru Factors Component Performance Importance Level of Service Gap Psychological factor 7.98 8.20 97.23% -0.23 Primary needs service 7.60 7.97 95.37% -0.37 Transit place factor 6.12 7.51 81.50% -1.39 CONCLUSION Conclusion Capturing about customer perspective on public transport services was important to see how public transport can satisfy customer and affect its service performance. Performance of the service based on customer perspective would become a standard to know about how customer valued the service and what primary characteristic from the service that should be focused to make better quality service in the future. This study used service perception from passengers as a key to captured service performance of Trans Metro Pekanbaru. In this case, students and employees dominated on passenger type of Trans Metro Pekanbaru. Parameter for perception of Trans Metro Pekanbaru divided by three groups, that is psychological factor, primary needs service and transit place factor. Trans Metro Pekanbaru should be improve their performance from negative value for all parameter on gap analysis. Based from each group, psychological factor is highly dominated on this service and became highest positive value for passenger because of its smallest negative value on gap analysis (-0.23). Improving value for this parameter could be attracted other customer to use Trans Metro and pride for the service. On the other side, transit place factor became highest negative value (-1.39). It was urgent to improve this parameter, like comfortability in the transit place (-1.5) and cleanliness in the transit place (-1.7). Customer feels that transit place factor might be a reason to will not used Trans Metro again in the future. Finally, customer perspective was a key how service performance of public transport service and could be a comparison to evaluate its performance in addition using exist rules, like company standard, or another rules that applicable. Future of the Study Based from the conclusion of the study, authors gives advice that technical view should be verification about how Trans Metro Pekanbaru serve customer. Each service has valued not only based from customer. Quantitative result, like waiting time, capacity, headway of the bus operation would make advanced result to know how appearance of Trans Metro Pekanbaru serve customer. ACKNOWLEDGEMENTS The authors wish to thanks to Islamic University of Riau as its support in this study. REFERENCE Aarts, H., Verplanken, B., & Knippenberg, A. (1998). Predicting behaviour from actions in the past: Repeated decision making or a matter of habit?. Journal of Applied Social Psychology, 28(15), 1355-1374.
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Muchammad Zaenal Muttaqin, et al. APPENDIX a. Factorial Analysis Factors Parameter Component 1 2 3 Psychological factor Employees are nice, friendly and polite 0.87 Employees are ready to serve customer everytime 0.83 Clear information from employees 0.82 Good caring for passenger 0.75 Faster and responsive services 0.74 Driver driving attitude 0.70 Comfortability 0.70 Good looking from employees 0.67 Cleanliness In the bus 0.61 The bus already modern bus 0.60 Primary needs service Clearly information in the transit place 0.82 Facility in the bus 0.74 Accessibility 0.73 Punctuality 0.72 Sitting place facility 0.69 Easy to get ticket 0.65 Safety in the bus 0.58 Operating time 0.56 Transit place factor Cleanliness in the transit place 0.87 Comfortability in the transit place 0.85 Waiting time 0.74 Safety in the transit place 0.71