PERSEPSI TENTANG PENGALAMAN NEGATIF PENGGUNA ANGKUTAN PUBLIK PERKOTAAN

Abstrak

The service quality of public transportation in several cities in Indonesia has not fulfilled the expectation yet.
There are many negative experiences that have been experienced by the user of public transportation. The
purposes of this study are to analyze the perception regarding negative experience experienced by the users
of the public transportation in Jakarta, Bandung, Yogyakarta and to compare the perception of negative
experience in those three cities. The data employed in this study are secondary data. Analysis in this study
applies the non-parametric statistic method, i.e. k-independent sample and chi-square. The results show that
there is significant different between perception of the users of public transportation and the negative
experience in making use of public transportation. Frequencies for each negative experience in those three
cities are also significantly different.

Keywords: public transportation, quality of service, and perception of negative experience.