Based
on the Macro Transportation Mode in Transjakarta Busway is classified as Bus
Rapid Transit (BRT) which
uses separate tracks. Thus speed, security and
comfort become the main attracting factors to the consumers. This article tries
to reveal the consumer
satisfaction toward the service quality of Transjakarta
Busway by taking corridor I(Blok M-kota) as a sample. The survey was carried
out in July-August 2006 involving 449 passengers as the respondents. The result
shows that, in general, the conformity between consumers’ expectation and
experience is high (average 95%， meaning that, consumers
generally feel satisfied with the service. Even, in the responsiveness dimension
they feel very satisfied (average 102%). By using Cartesian Diagram to map the
consumer satisfaction, the result as follows: 4
attributes in quadrant A, 9
attributes in quadrant B, 7 attributes in quadrant C, and 2 attributes in
quadrant D. the attention is focused on quadrant A which show weaknesses or
deficiencies. Thus the management of Transjakarta Busway should improve as the
first priority, namely: (1) the officers should always help the customers, (2)
the officers should always be nice, friendly, and polite, (3) the officers
should have sufficient data,information, and knowledge in answering the
customers’ question and (4) the company should have an appropriate operation
time schedule.