Transformation of Public Service Quality on South Sumatra Light Rail Transit (LRT) in Supporting Sustainable Public Transportation

Lishapsari Prihatini; Femi Asteriniah; Lisdiana; Harliana Binti Halim; Octa Arista

doi:10.59890/ijasr.v4i7.282

Authors

Lishapsari Prihatini Stisipol Candradimuka
Femi Asteriniah Stisipol Candradimuka
Lisdiana Stisipol Candradimuka
Harliana Binti Halim Universiti Tun Hussein Onn Malaysia, Johor
Octa Arista Magister Ilmu Administrasi Publik Stisipol Candradimuka

DOI:

https://doi.org/10.59890/ijasr.v4i7.282

Keywords:

Public Service Quality, Sustainable Transportation, Public Administration, Light Rail Transit, South Sumatra.

Abstract

Public transportation plays an essential role in supporting urban mobility and sustainable development. The South Sumatra Light Rail Transit (LRT) represents one of Indonesia's strategic public transportation infrastructures developed to improve accessibility, reduce congestion, encourage the use of environmentally friendly transportation. This study aims to analyze the transformation of public service quality implemented by the South Sumatra LRT management in supporting sustainable public transportation. This research employed a qualitative descriptive approach. Data were collected through in-depth interviews, observations, documentation involving passengers and service managers. Data analysis was conducted using the public service quality indicators proposed by A.S. Moenir, including simplicity, clarity and certainty, security, openness, efficiency, affordability, fairness, and timeliness. The findings indicate that the overall service quality of the South Sumatra LRT is relatively good. Service procedures are easy to understand, passenger safety and comfort are well maintained, and service affordability has encouraged public accessibility. However, several aspects still require improvement, particularly information transparency during operational disruptions, service punctuality, integration with other public transportation modes, and digital communication systems. The transformation of public service quality should therefore emphasize adaptive service governance, technological innovation, continuous evaluation to enhance sustainable urban transportation.

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