service science master thesis - simple search
TRANSCRIPT
Faculty of Economic Sciences, Communication and IT
Submitted by
TEGUH HIMAWAN RONGGOSUSANTO
STUDY OF INTEGRATED TICKETING SYSTEM OF PUBLIC
TRANSPORT IN JAKARTA VS VARMLAND, SWEDEN
(A Case Study of TransJakarta Busway and Commuter Train Jabodetabek
with Värmlandstrafik AB and Karlstad Buss)
Service Science
Master Thesis
Date/Term: Spring 2012
Supervisor: Patrik Gottfridsson
ii
DECLARATION
I hereby declare that the work described in this thesis, except where otherwise stated,
is entirely my original work and has not been submitted as an exercise of any degree
at this or any other university.
Karlstad, 07 June 2012
Name of Candidate
Teguh Himawan R.
iii
ACKNOWLEDGMENTS
This thesis is written in order to fulfil the prerequisite of Master Programme
in Faculty of Economic Sciences, Communication and IT, Programme of Market
and Service Orientation of Public Transportation, Karlstad University and Master
Programme in Transportation System and Engineering, Department of
Engineering and Environment Department, Faculty of Engineering, Gadjah Mada
University. The author would like to express his gratitude to those who have
contributed to this thesis. Without their support and encouragement, the
completion of this thesis would not have happened.
First of all, I would like to give my biggest thank and honour to Allah SWT
for the grace, blessing, guidance, gift of love and talent in my life. Many thanks to
the coordinator of programme in Karlstad University, Prof. Lars Haglund,
programme director in Gadjah Mada University, Prof. Ir. Sigit Priyanto, M.Sc,
Ph.D., my supervisor Associate Professor Patrik Gottfridsson, Ph.D, and Prof. Dr.
Ir. Siti Malkhamah, M.Sc., also Dr. Eng. Imam Muthohar, ST., MT., and Dr. Ir.
Heru Sutomo, M.Sc. (Eng), from Gadjah Mada University for their guidance and
invaluable feedback in this research.
Thanks to the lecturers and staffs in postgraduate programme in Gadjah
Mada University and Karlstad University, Sweden. Not to forget my classmates in
batch XXII MSTT UGM and colleagues in Karlstad University, Sweden. I would
like to express my sincere thanks to my parents, my beloved wife Dinna Putri
Mekarsari, Rafie Putra Himawan and to my family. Thank you for support,
prayer, love and encouragement. And thanks to Deny, Febriani, Bagus, and Vika
for support in collecting and data process.
Researcher consider on this thesis still needs to be improved. Any
suggestion and critic from the reader is appreciated as an input to refine for further
study.
Karlstad, 07 June 2012
TEGUH HIMAWAN R.
iv
TABLE OF CONTENTS
APPROVAL PAGE .................................................................................................. i
DECLARATION ...................................................................................................... ii
TABLE OF CONTENTS ........................................................................................ iv
LIST OF FIGURES ................................................................................................ vii
LIST OF TABLES .................................................................................................. ix
INTISARI………………………………………………………………………….x
ABSTRACT………….. .......................................................................................... xi
CHAPTER 1 INTRODUCTION ............................................................................ 1
A. Background ....................................................................................... 1
B. Research Problem ............................................................................. 2
C. Research Question ............................................................................ 3
D. Objective of Research....................................................................... 3
E. Scope of Work .................................................................................. 4
F. Limitation ......................................................................................... 4
G. Writing Structure ............................................................................. 4
H. Previous Research about an Integrated Public Transport ................ 5
CHAPTER 2 LITERATURE REVIEW AND THEORETICAL
BACKGROUND .............................................................................. 8
A. Theoretical Background ................................................................... 8
B. An Integrated Public Transport ........................................................ 8
C. Integrated Ticketing System ............................................................. 9
D. Customer‘s Satisfaction in Public Transport ................................. 10
E. New Service Development (NSD) ................................................. 10
1. Service Maintenance (Removing ―Things Gone Wrong‖) ..... 11
2. Improving service performance
(adding ―Things Gone Right‖) ................................................ 12
3. Service Innovation ................................................................... 13
F. Service Concept in Public Transportation ...................................... 14
G. An Overview of Public Transport Services in Singapore .............. 15
v
CHAPTER 3 METHODOLOGY ......................................................................... 18
A. The Research Approach ................................................................ 18
B. Qualitative Research Approach ...................................................... 19
C. Method of Collecting Data ............................................................. 19
D. Method of Analysis Data ................................................................ 20
E. Thesis Framework .......................................................................... 21
CHAPTER 4 EMPIRICAL STUDY AND DATA .............................................. 22
A. Public Transport Policy in Indonesia ............................................. 22
B. JABODETABEK Region ............................................................... 22
1. Area and Population ................................................................ 23
2. Road and Railway Network in Jabodetabek Area .................. 26
3. Portraits of Public Transport in Jakarta.................................. 27
C. Technical Management Unit (BLU) TransJakarta Busway ........... 28
1. History and Organizational Structure ..................................... 28
2. Bus and Shelter Facility .......................................................... 31
3. Ticketing System ..................................................................... 32
4. Network of TransJakarta Busway ........................................... 34
5. Feeder Bus of TransJakarta Busway ....................................... 35
D. PT. KAI Commuter JABODETABEK (KCJ) ............................... 36
1. Ticketing System ..................................................................... 37
2. Commuter Train Facility ......................................................... 38
3. Train Stations Facility ............................................................. 38
4. Network of Commuter Train ................................................... 39
E. Public Transport in Värmland, Sweden ......................................... 39
F. Värmlandstrafik AB ....................................................................... 41
1. Ticketing System ..................................................................... 43
2. Bus and Railway Network ...................................................... 46
G. Karlstad Buss .................................................................................. 48
1. Ticketing System ..................................................................... 48
2. Network of Karlstad Buss ....................................................... 51
vi
CHAPTER 5. EMPIRICAL DATA ...................................................................... 52
CHAPTER 6 RESULTS AND DISCUSSION .................................................... 59
A. Results............................................................................................. 59
1. Description of Passengers ....................................................... 59
2. Travel Behaviour ..................................................................... 61
3. Implementation of Ticketing System in Jakarta, Indonesia .... 62
4. Comparisons of Public Transports System in Jakarta and
Värmland, Sweden .................................................................. 64
B. Discussion ....................................................................................... 67
1. Formalizing the Innovation Process ........................................ 67
2. Organizational and Network of Relationship ......................... 68
3. Resources and Knowledge Integration ................................... 80
4. Involving Customer and Front-line Employees ...................... 81
CHAPTER 7 CONCLUSION AND CONTRIBUTION ..................................... 82
A. Conclusion ...................................................................................... 82
B. Contribution .................................................................................... 83
C. Future Research .............................................................................. 83
REFERENCES ....................................................................................................... 84
INTERVIEWS ........................................................................................................ 89
APPENDIX……………………………………………………………………….90
vii
LIST OF FIGURES
Figure 1. 1. Process of Public Transport Planning (Institute for Transportation &
Development Policy (ITDP), 2005) ..................................................... 7
Figure 2. 1. Hierarchy of New Service Development (NSD) ................................ 11
Figure 2. 2. Process for Removing ―Things Gone Wrong‖ ................................... 11
Figure 2. 3. Process for Improving Service Performance ...................................... 12
Figure 2. 4. Managing Service Innovation Process (chilling & andreas, 2009) ... 14
Figure 2. 5. Model of the Service Concept (Edvardsson, 1997) ........................... 15
Figure 3. 1. Thesis Framework .............................................................................. 21
Figure 4. 1. Number of Population in Jabodetabek Area (Central Bureau of
Statistics Indonesia (BPS), 2012) ...................................................... 25
Figure 4. 2. Road and Railway Network in Jabodetabek (Directorate General of
Bina Marga, 2009) ............................................................................. 26
Figure 4. 3. Concept of the Development of Highway in Jabodetabek Area
(Directorate General of Bina Marga, 2009)....................................... 27
Figure 4. 4. Portraits of Public Transport in Jakarta .............................................. 28
Figure 4. 5. The History of TransJakarta Busway Organization (BLU TransJakarta
Busway, 2012) ................................................................................... 29
Figure 4. 6. The Organizational Structure of Transjakarta Busway (BLU
TransJakarta Busway, 2012) .............................................................. 30
Figure 4. 7. The Numbers of Passengers on average per day on 2004-2010 (BLU
TransJakarta Busway, 2012) .............................................................. 31
Figure 4. 8. TransJakarta Busway Tickets (http://anggriawan.web.id/2007/.html
& TransJakarta Busway, 2012) .......................................................... 33
Figure 4. 9. Route Map of TransJakarta Busway (BLU TransJakarta Busway,
2012) .................................................................................................. 35
Figure 4. 10. An Integrated e-ticketing System Plan (PT. Kereta Api Commuter
Jabodetabek (KCJ), 2012) .................................................................. 37
Figure 4. 11. The Loop line Route of Commuter Train in JABODETABEK (PT.
Kereta Api Commuter Jabodetabek (KCJ), 2012) ............................ 39
viii
Figure 4. 12. Värmland County and Municipalities (http://vagabundo-
suecia.blogspot.se & Wikipedia, 2011) ............................................. 41
Figure 4. 13. Organizational Structure (Värmlandstrafik AB , 2012) ................... 43
Figure 4. 14. The type of Värmlandstrafik AB tickets (Varmlandstrafik AB,
2010; 2012) ........................................................................................ 44
Figure 4. 15. Bus and Railway Network (Varmlandstrafik AB, 2012) ................ 47
Figure 4. 16. Type of Karlstad Buss Tickets (Karlstad Buss, 2012) ..................... 48
Figure 5. 1. Passengers of Public Transport by Gender ........................................ 52
Figure 5. 2. Passengers of Public Transport by Age.............................................. 53
Figure 5. 3. The Passengers Based on the Occupation .......................................... 53
Figure 5. 4. The Passengers Based on the Purpose of Travelling ......................... 54
Figure 5. 5. The Passengers Based on the Type of Class Services ....................... 54
Figure 5. 6. Type of Tickets Used by Passengers .................................................. 55
Figure 5. 7. Commuter Train Passengers Queuing Time to Buy Tickets ............. 55
Figure 5. 8. TransJakarta Passengers Queuing Time to Buy Tickets .................... 56
Figure 5. 9. The Frequency of Public Transport Users ......................................... 56
Figure 5. 10. The Passengers Who Use Other Public Transport Modes ............... 57
Figure 5. 11. The Passengers Who Used Private Cars and Public
Transport Modes ............................................................................... 57
Figure 5. 12. Passengers Who Use Mobile Phone, ATM and Credit Cards ......... 58
Figure 6. 1. Organizations and Network Relationships ......................................... 69
Figure 6. 2. The Structure Organization of BIMS KB .......................................... 78
ix
LIST OF TABLES
Tabel 1. 1. Actual and Perceived Waiting Time of Passenger in Athens, Greece .. 7
Table 4. 1. Number of Population Jabodetabek Area (BPS, 1990-2010) .............. 24
Table 4. 2. Area of Jabodetabek Region ................................................................ 25
Table 4. 3. The Number of TransJakarta Busway Passengers in 2011 ................. 31
Table 4. 4. Route of TransJakarta Busway ............................................................ 34
Table 4. 5. Direct Route of TransJakarta Busway ................................................. 34
Table 4. 6. The Number of Commuter Train Passengers ...................................... 36
Table 4. 7. Shareholders of Värmlandstrafik AB .................................................. 42
Table 4. 8. The Period Card Prices of Värmlandstrafik AB on 2011 .................... 45
Table 4. 9. The Prices of One Way Tickets of Värmlandstrafik AB on 2011....... 46
Table 4. 10. The Prices of Urban Transport of Värmlandstrafik AB .................... 46
Table 4. 11. Currency Ticket (Turkronor) of Karlstad Buss ................................. 49
Table 4. 12. Ticket Prices of Karlstad Bus ............................................................ 50
Table 6. 1. Comparison between Public Transport in Jakarta, Indonesia and
Värmland, Sweden .............................................................................. 64
Table 6. 2. Stage of Implementation Ticketing System of Public Transport in
Jakarta, Indonesia and Värmland, Sweden ......................................... 70
x
INTISARI
Besarnya tingkat pergerakan orang di wilayah DKI Jakarta dan sekitarnya
memerlukan adanya keseimbangan pembangunan dan peningkatan pelayanan di
sektor transportasi publik. Salah satu atribut dari pelayanan jasa transportasi
umum adalah ticketing system, dimana saat ini sistem tersebut belum terintegrasi
dan masih memerlukan peningkatan layanan. Oleh karena itu, pengembangan
ticketing system menjadi integrated ticketing system sangat diperlukan untuk
menjadikan transportasi umum yang kompetitif dan memiliki daya tarik bagi
pengguna jasa transportasi. Dengan demikian, perusahaan dapat lebih leluasa
dalam menetapkan pricing system dan memberikan kemudahan terhadap
pengguna jasa dalam menggunakan layanan transportasi umum.
Dalam melakukan analisis terkait dengan pengembangan sistem tiket baru
yang terintegrasi, penyusunan tesis ini menggunakan pendekatan penelitian
kualitatif dan data yang bersumber dari dokumentasi, archival records, interview,
direct, dan participant observations. Selain itu, penyusunan tesis ini juga
menggunakan kasus dari Värmlandstrafik AB sebagai comparative study dan teori
New Services Development sebagai pendekatan untuk memberikan penilaian
tentang kemungkinan dalam menerapkan integrated ticketing system.
Dengan menganalisa data hasil survey pengguna jasa transportasi, tesis ini
memberikan description dan explanation tentang karakteristik dan travel
behaviour pengguna jasa transportasi, serta penilaian terhadap layanan ticketing
system yang mendasari perlunya pengembangan layanan menjadi integrated
ticketing system. Kemudian, dengan menggunakan comparative study akan
memberikan hasil analisis terkait dengan hal-hal yang diperlukan dalam
mengembangkan integrated ticketing system berdasarkan pada organizational
process.
Key word: An integrated ticketing system, TransJakarta Busway, Commuter Train
Jabodetabek, New Service Development (NSD)
xi
ABSTRACT
The heightened mobility of people in the DKI Jakarta province and
surrounding area requires balance of the development public transport services.
One of service attributes in public transportation is ticketing system. Currently,
the ticketing system in Jakarta needs to be improved and still not integrated.
Therefore, the importance to develop and implement a new integrated ticketing
system to increase the competitiveness and attractiveness of public transports. It
also gives an opportunity to the operators in order to implement several of ticket
prices. There are some of barriers that faced by operators in development a new
integrated ticketing system such as; institutional issue, resources integration, and
financial problems.
In order to describe and analyse the development of a new integrated
ticketing system, this thesis uses a qualitative research approach and five sources
of evidence i.e. documentation, archival records, an interview, direct and
participant observations through a survey using the form of questionnaires that
distributed to the public transport users. Further, this study also uses the case of
Värmlandstrafik AB as the comparative study and the theoretical basis of the new
services development as an approach to assess the possibility of implement a new
integrated ticketing system. It aims to investigate the ticketing system phenomenon
using information and data observations as materials to analyse, explore, and
provide depth explanation.
By analysing data from a survey of passengers, this study gave a description
and explanation related the characteristic and the travel behaviour of passenger,
also an assessment of ticketing system that underlies the development a new
integrated ticketing system. Then, using the comparative case study of
Värmlandstrafik AB that already implement an integrated ticketing system and the
self-services in provision of public transport services gave an analysis what needs
to prepare for implement a new integrated ticketing system consider to the
organizational process.
Key word: An integrated ticketing system, TransJakarta Busway, Commuter Train
Jabodetabek, New Service Development (NSD)
1
CHAPTER 1
INTRODUCTION
A. Background
The capital of the Republic of Indonesia, Jakarta is a metropolis city. In the
year of 2010 the number of populations approaches 9 million at night and 12
million people in the evening (BPS, 2012). This occurs with increasing of 3
million people as commuters during the day. People make their way working in
the city, especially for people who living in cities around Jakarta such as; Bogor,
Depok, Tangerang, and Bekasi. These areas are called ‗Jabodetabek‘. There are
two kinds of mass public transport in Jakarta, commuter train and TransJakarta
busway (BRT). The system of BRT has the flexibility being high performance,
operations and attributes of system into an integrated system (Levinson et al.,
2003). Further, functional integration is a policy that allows the different travel
modes to complement each other, so that multi-modal journey easier (Potter &
Skinner, 2000).
Nowadays, public transportation is not just moving people or goods from one
place to another, but a service business. Vargo & Lusch ( 2008) argue that
transport solutions need is Service Dominant Logic (SDL) to describe the
customer value created and a services business, which are customer-oriented and
relational. One strategy to increase the attractiveness of people to use public
transport is developing an integrated ticketing system of commuter trains
Jabodetabek and TransJakarta busway (Institute for Transportation &
Development Policy (ITDP), 2005). Based on Mezghani ( 2008), defines that
ticket system is a translation of the tariff for the concrete means of payment for
passengers and the collection of fees to operator. Further, the ticket prices are
depending on the type of tickets and media used in public transport networks.
These encourage companies to increase the value of the service, because when
people using public transport, they are paying for service, and the value in the
2
destination, on time, convenience, and security. The companies have to develop a
service that create value for existing customers, attract new customers and the
company's value or benefit (e.g. Edvardsson et al., 2000; Gustafsson & Johnson,
2003).
There are three main elements in the transportation sector such as; passengers
or goods, transportation modes and infrastructure. Transportation sector is derive
demand and influence by other factors like; political issue, activities of the
tourism, economics, and industry. In Jakarta as a city with a high population
requires a public transportation system, it causes the area has a high mobilization
or transport of activity for studying, working, and shopping as part of their daily
activities. Public transport is one of major issues in Jakarta and makes the
government give notice to solve transportation problems. The number both cars
and motorcycles increasing every year and raise some issues such as; air pollution,
congestion, and high-cost economy. Based on (Dirgahayani et al., 2007), the
TransJakarta‘s system operating insufficiently, due to lack of intermodality
measures implementation in improving the accessibility of the system and the risk
of uncertainty of travel time caused by the transfer length and waiting time. This
becomes a consideration in development of services both commuter train
Jabodetabek and Transjakarta busway and provide better public transport services.
An integrated ticketing system lead to an easier accessibility, flexibility, and
reliability in public transport will increase the attractiveness of people to use
public transport and reduce some of the problems caused by transportation.
B. Research Problem
Commuter train Jabodetabek and TransJakarta busway as mass public
transportation giving benefits such as; the technology are environmental friendly,
high safety standards, high speed and decreases the traffic jam with attract the
user‘s private car or motorcycle using the public transport mode. These public
transport modes offer the solution for current issue in mobility people and
environmental problem in Jakarta and surrounding area. The number of
3
passengers are increasing every year that shown heightened using public transport
mode, but the systems still need to improve. The ticketing system of Transjakarta
busway make passengers have to come first to the counter ticket either for Jak-
Card holder or passengers, which means twice time for queuing at the counter
ticket and waiting the bus. Further, PT. Kereta Api Commuter Jabodetabek (KCJ)
launched Comet Card on February 1, 2012, but most of passengers not interested
to use e-ticket and still using the paper tickets. The condition make people prefer
to use private cars than travelling by public transport will take more time for
queuing buy the ticket, degree of flexibility and accessibility. This case need to
develop the public transport services in Jakarta by improving the ticketing system
into an integrated ticketing system to attract people using public transport in
Jakarta.
C. Research Question
In accordance with the research purpose, this study will focus on three
fundamental questions as follows:
1. How can an integrated ticketing systems increase the attractiveness of
public transport users?
2. How the process of developing a new integrated ticketing system looking at
the organizational process?
3. What kind of services should be developed in Jakarta, Indonesia?
D. Objective of Research
The overall aims of this research are:
1. To undertake an assessment on the public transport system, especially about
an integrated ticketing system.
2. To describe and analyse of how an implementation new integrated ticketing
system can improve the experience of travelling public.
3. To analysis what needs to prepare for implement an integrated ticketing
system.
4
E. Scope of Work
The research focuses on public transportation in Jakarta and describes the
possibility of developing a new integrated ticketing system between TransJakarta
busway and commuter train Jabodetabek refers to the experience of public
transport system in Värmland, Sweden.
F. Limitation
An integrated ticketing system to reach the implementation phase requires a
sequence of processes such as technology or technical aspects, operational
aspects, and aspects of management, due to time and distance limitation, there are
some inputs from the actors of public transport in Jakarta that could not be
reached. The researcher in this study will concern in the management aspects and
the process of how to develop a new integrated ticketing system between the
public transport operators in Jakarta, Indonesia.
G. Writing Structure
Chapter 1: Introduction
This chapter describes background of research, research problem,
purpose of research, research questions, Scope of work, and writing
structure.
Chapter 2: Methodological
This chapter describes the research approach, qualitative research
approach, method of collecting and analysing data, limitations, and
thesis outline.
Chapter 3: Theoretical and Empirical Framework
This chapter present a theoretical framework consists of theory and
literature review that will use to analyze the development a new
integrated ticketing system in Jakarta.
5
Chapter 4: Empirical Study
This chapter describes the condition of public transport ticketing
system both in Jakarta, Indonesia and Värmland, Sweden.
Chapter 5: Empirical Data
This chapter present a result of survey as the material to give a
description related to the characteristic of users, travel behaviour, and
the implementation of ticketing system based on the users‘ experience.
Chapter 6: Analysis and Discussion
This chapter will analyse and discuss ticketing system using a
theoretical framework of new service development, observations,
customer‘s survey, and literature review.
Chapter 7: Conclusion and Contribution
This chapter presents the conclusions and contributions. Further,
describes and generate an interesting question for future research.
H. Previous Research about an Integrated Public Transport
There are several studies related to integrated transport system in
Jabodetabek, Indonesia. The first study, the 'Study an Integrated Transportation
Master Plan for Jabodetabek Phase 1 and 2' (SITRAMP). The study is cooperation
between the Government of the Republic of Indonesia and the Government of
Japan that conducted by the Japan International Cooperation Agencies (JICA) in
2002 and 2004 (BAPPENAS-JICA, 2002 and 2004). The result of this study
recommends the development of integrated public transport in Jabodetabek,
master plan of public transport in Jabodetabek, and a hierarchical road system.
Second study is the ‗Study an Integrated Transportation Master Plan for
Jabodetabek‘ that conducted by JICA and PUSWIKA-UI in 2000. The results of
this study suggest creating a comprehensive planning and detailed design of the
operation, traffic management in favour of public transport, improving
maintenance to reduce costs, effective control and collection of data, income
6
protection for the crew bus as motivation, and competitive pricing system (JICA-
PUSWIKA UI , 2000).
Other research is about 'Macro Transportation Pattern' which contains about
strategic issues and transport planning in the province of Jakarta (Public Transport
Authority of DKI Jakarta Province, 2007). And reports grant from the U.S.
Agency for International Development conducted by the Institute for
Transportation and Development Policy (ITDP) entitled "Making TransJakarta a
World Class BRT System" in 2005. This report shows performance improvement
TransJakarta busway to develop as an integrated public transport, reliable, and
competitive price with better service (Institute for Transportation & Development
Policy (ITDP), 2005).
One of the points assessment that the current ticketing system on TransJakarta
Busway still need to be developed as a multi-journey tickets and an integrated
with other public transport modes. Today most of the passengers still use coupons
/ paper ticket and the customer paying with cash, which means revenue collected
from ticket sales at the bus stop and then deposited into the bank, and it is difficult
to collect data on services. ITDP in this report also suggests how to provide better
ticketing system, which is the TransJakarta Busway could make clearing centre
operator to control and manage the transaction all of the ticketing system
implemented. In order to develop the ticketing system the company should have;
the money manager usually a bank, the equipment provider, the ticket provider,
the ticketing system operator, and the transit authority.
According to (Dirgahayani et al., 2007), conclude that TransJakarta‘s system
is operating insufficiently, due to lack of intermodality measures implementation
in improving the accessibility of the system and the risk of uncertainty of travel
time caused by the transfer length and waiting time. To overcome some of the
problems faced by TransJakarta Busway, they suggest that reducing the physical
effort to develop parks and ride facilities, minimizing the transfer and waiting
time. Other obstacles are the availability of land and institutional issues. For more
detail the process of planning public transport in Jakarta can be described in the
Figure 1.1.
7
Figure 1. 1. Process of Public Transport Planning (Institute for Transportation
& Development Policy (ITDP), 2005)
Further, based on (Psarros et al., 2011), waiting time is one of important attributes
for planning and development of public transit system. This research result is
different characteristics of waiting time perception that shown in the Table 1.1.
Tabel 1. 1. Actual and Perceived Waiting Time of Passenger in Athens, Greece
Group Average Perceived Waiting
Time (minute)
Average Actual Waiting
Time (minute)
Age Group
< 18 7.65 5.56
18- 30 5.76 4.06
31- 45 6.30 3.85
46-65 7.21 4.19
More Than 65 6.81 3.84 Gender
Men 6.22 3.87
Woman 6.53 4.30 Trip Purpose
Going home from work 6.60 4.72
Work 7.23 4.73
Education 8.80 7.73
Personal 8.08 5.49
Entertainment 6.58 5.17
Shopping 7.91 5.86
Other 9.29 4.57
Source: Report Paper on TRB Annual Meeting 2011 (Psarros et al., 2011)
8
CHAPTER 2
LITERATURE REVIEW AND THEORETICAL
BACKGROUND
A. Theoretical Background
In general, this research uses the theoretical basis of new services
development to describe and analyse the implementation of a new integrated
ticketing system. Ticketing system is one of the services attributes that have an
importance degree to increase the competitiveness and attractiveness of public
transports compare to private cars. By developing an integrated ticketing system,
the companies try to enhance the flexibility, accessibility, and reliability of public
transport. Operators of public transport in Jakarta, Indonesia have already
implemented the e-ticketing system, but this system still need to improve.
Process development of new integrated ticketing system faced by the
complexity of actors involved in public transportation sector that have the
different role and resources. In practical and implementation phase development
an integrated ticketing system need sequences process and cooperation among
actors such as the integration of bus stops and trains station, and information
systems (Ibrahim, 2003). Therefore, need to learn organizational process and
services concept of public transports to develop and implement a new integrated
ticketing system.
B. An Integrated Public Transport
Functional or modal integration is a combination of using two or more modes
of public transport to create a better transport services easier to travel from origin
to destination (Potter & Skinner, 2000). It can combine different modes of public
transport such as bus, commuter train, boat, private cars and public transport
modes. They also argue that the functional integration is a ticketing system that
9
was supposed to integrated public transport system as a smart card ticketing
system that allows for multiple trips.
The modal integration intended to transfer passengers from one to another
mode of public transportation such as bus–rail interchange points and rail-link bus
services. This policy must be supported by a travel demand management systems
such as park and ride, bike and ride, and electronic road pricing (ERP). In
situations they give more directed sense of integration of public transport modes
in sequence process that need to be supported with the transport policy. From the
definitions to create an integrated public transport are needed; location integration
between shelter bus and train stations, the integration of scheduling, ticketing and
information, integration of design services, namely; the legal and administration,
as well as trip generation integration by integrating transport and land use
planning (Potter & Skinner, 2000).
C. Integrated Ticketing System
Ticket is a tool for the implementation of pricing policy with consideration of
operational, commercial and social objectives. Ticketing system is a translation of
the tariff to a concrete means of payment for passengers and the collection of fees
to operator (Mezghani, 2008). The ticket prices depending on the type of tickets
used in public transport network as a single ticket from origin to destination or a
single ticket with limited time for multiple trips, such as; 1 hour, single-mode
tickets, integrated tickets, multi-trip tickets, season tickets (day, week, month, and
year), off-peak tickets, and the combined ticket with park & ride. There are
differences of ticket media in several countries, but has the same function as the
ticket, namely: cash, tokens, paper tickets, magnetic strip tickets, contact based
smartcard, contactless cards, and mobile ticketing (Mezghani, 2008).
10
D. Customer’s Satisfaction in Public Transport
The companies have to consider the customer perceived attracting customers
using public transport services. However, there are differences between the
customer perceived and objective quality of public transport services (Friman &
Fellesson, 2009). Frequency, reliability, travel time, and ticket prices (Hensher et
al., 2003), cleanliness and comfort (Swanson et al., 1997), as well as security
(Smith & Clarke, 2000) are the main attributes to evaluate the quality of public
transport services (Friman & Garling, 2001), which emphasizes the importance of
clear and simple information. Based on the (Association of Regional Transport
Authority (SLTF), 1996) determine some attributes in public transport services to
build customer perspective and quality of public transport are corporate image,
company responding to customer complaints, ticket prices, train stations or bus
stops facility, convenience, the staff, and traffic such as time tables, schedules,
and routes.
E. New Service Development (NSD)
Since its founding, the company continues to improve their services steps by
steps to make the better services in railway transportation and bus rapid transit for
the customers. By providing an easy way and the opportunity for customers to
extend their desire, the company found customer response to increased customer
satisfaction. Based on (Edvardsson et al., 2005, p.118) suggest that service was
indeed more generally considered to be a perspective than merely an activity;
―Service is a perspective on value creation rather than a category of market
offerings‖. (Gustafsson & Johnson, 2003) argue that NSD consist of three process
service development activities; (1) service maintenance, (2) improving service
performance, and (3) service innovations. Hierarchy of service development can
be illustrated in the figure below:
11
Figure 2. 1. Hierarchy of New Service Development (NSD)
1. Service Maintenance (Removing “Things Gone Wrong”)
Service defines as a perspective with involves customer in the service and the
common quick fix involved more people at the trouble. The problem relying on
quick fixes is comparable to stomp weeds in your garden or removing only the
visible part of the plant. The problem is that the weed continues to keep growing
(Gustafsson & Johnson, 2003). Service maintenance process can be illustrated in
the Figure 2.2.
Figure 2. 2. Process for Removing ―Things Gone Wrong‖
Based on (Gustafsson & Johnson, 2003), the process started with deliberate
decision to challenge the status quo and fix the underlying service system. The
first step decides to remove ―Things Gone Wrong‖. Companies use data from
customer complaints make a decision and the list to determine the types of
services should be improved and removed in order to achieve the certain goals.
This list consist of attributes of service such as; ticketing systems, information and
12
customer services, and staff, which aims to classify data into several groups on the
list to determine a priority of services could be improved. Example: ticketing
system, the defect: not flexible, long time for queuing, and waiting room is
uncomfortable, the solution is developing the ticketing system. After find the
solution tried to implemented, if the result is positive means that decisions taken
appropriate, otherwise that the response is negative re-examined the selection
process and make a new defect priority list for find a new solution.
2. Improving service performance (adding “Things Gone Right”)
Based on (Gustafsson & Johnson, 2003), service maintenance is an on-going
process to eliminate things that are wrong and thus does not give customers a
reason to go. Improve service performance is all about adding things go right and
thus giving customers more reasons to stay. This step is trying to maintain
customer loyalty. The process of improving the performance of services can be
illustrated in the Figure 2.3.
Figure 2. 3. Process for Improving Service Performance
Based on (Gustafsson & Johnson, 2003), the process started by building the
lens of customer. Conduct requires that viewed from the perspective of the
customer. The second step is using the lens to determine the service attributes and
benefits that drive customer‘s satisfaction, build a strong image, and close
customer relationships. After that, the third step is to set priorities for
improvement and innovation. The most important is to get ideas directly from the
13
customer. As co-producer in the service process, they will come up with ideas that
competitors don‘t have (Gustafsson & Johnson, 2003).
KCJ provides a wagon for women in each commuter train, increase travel
time by applying the loop line route and develop e-ticketing system. This also
followed by TransJakarta busway with increasing the number of bus and provides
an articulated bus. The companies also need to set the travel time by increasing
the frequency of trains and buses so that the departure and arrival time can be
tailored to the needs of passengers. For supporting this program need to provide
commuter rail and bus schedules as far as possible to the customer. The company
can improve the competitiveness and give an easier way to customer buying
tickets and efficiency in time by developing an integrated ticketing system. It aims
to enhance customer satisfaction and create new markets.
3. Service Innovation
Service innovation can be based on new technologies and the integration of
multiple services to implement a new way, which aim providing benefits to both
customer and company or organization. This advantage could be a profit for the
company and increase customer loyalty or create a new business. The companies
by developing the service try to create value for existing customers, attracting new
customers and the company's value or benefit (Edvardsson et al., 2000;
Gustafsson & Johnson , 2003). According to (Lusch, et al., 2008), Service is an
interactive process of "doing something for people" and the process being value.
Otherwise, value for customers is created in a somewhat different if the focus is
on services or products such as transportation solutions than the cars (Lusch, et
al., 2008).
Service innovation is an important part of the process of service development
not only to find out what the customer needs, but a clear process for deciding
where to allocate resources, to immerse themselves in the lives of customers, and
work with customers to produce, design, and test new ideas (Gustafsson &
Johnson, 2003). Based on (Dabholkar, 1990), argues that customer participation is
the level of consumer involvement in producing and providing services.
14
Based on (Gallouj & Weinstein, 1997), introduces six different models of
innovation such as; radical, improvement, incremental as an innovation by
substitution or addition of characteristics, ad hoc, re-combinative, and
formalisation innovation. Further, there are ten elements for consideration in
managing the innovation process of services such as; knowledge management,
managing the network of relationships, formalize the process of innovation, cross-
functional involvement, involves the customer and the front-line employees,
create a climate of innovation, communication and framing of innovation, Human
Resource Management, and internal politics and inertia (chilling & andreas,
2009). The conceptual framework of managing service innovation process can be
illustrated in the Figure 2.4.
Figure 2. 4. Managing Service Innovation Process (chilling & andreas, 2009)
F. Service Concept in Public Transportation
Service concept refers to the design service that consists of variety service
themes, and process of how to provide and offers services to passengers
(Edvardsson, 1997). It can be seen in figure4. Commuter train stakeholders are the
Directorate General of Railways (DGR) as a regulator (PTA), PT. KCJ as an
operator, and the customer. PT. KCJ gets a Public Service Obligation (PSO) from
the DGR to provide railway services. In this case the PT. KCJ has a contract with
the government to provide public transportation for citizens, and the DGR has a
15
control function for the systems. While stakeholders in TransJakarta busway are
the provincial government of DKI Jakarta, DKI Jakarta provincial transportation
agency (PTA), Technical Management Unit (BLU) TransJakarta Busway,
company that won the procurement process, and the customer. This means that
development of public transport needs support from relevant stakeholders and
politicians (Enquist, B. et al., 2005). Furthermore, the term of service system
associated with value network and resources integration across the stakeholders
will create value creation (Vargo & Lusch, R.F., 2008; Edvardsson, B. et al.,
2011).
Figure 2. 5. Model of the Service Concept (Edvardsson, 1997)
G. An Overview of Public Transport Services in Singapore
Singapore is a country in Southeast Asia that has developed public transport
services. Several public transport services in Singapore, i.e. taxis, buses, Mass
Rapid Transit (MRT) and Light Rail Transit (LRT). In providing public transport
services the Singapore government to implement travel demand management
policies related to managing road use, such as; electronic road pricing (ERP), park
and ride system that integrated with public transport modes, intelligent
transportation systems, and the Vehicle Quota System (VQS) since May 1990.
These systems regulate the citizens who want to use and have their own vehicle
during the ten years requires to be a first bid for Certificate of Entitlement (COE).
Secondary needs
Primary
Needs
Supporting
Services
Core Services
A. Customer needs B. Design of the offer
16
Institutions of VQS will release quotas twice a month and a citizen can follow the
bidding process of the COE through an electronic on-line auction system
(Singapore Ministry of Transportation (MOT) , 2012). The Singapore government
recognizes that the population has increased every year which is the cause of the
high mobility or transport activity, and in the long term can cause congestion and
some transportation problems such as; pollution, traffic jam, and high cost
economy, so that the necessary public transport services are integrated, efficient,
and affordable (Ibrahim, 2003). According to data from (Singapore Department of
Statistics, 2011), the population includes; 4,897,600 people in 2009, 2010
(population Census) as 5,076,700 people, and 5,183,700 people in 2011.
Since 2002, the public transport in Singapore implementing the technology of
smart card called EZ-link card for changing the previous system as Transit Link
Fare Card that used on MRT, LRT, and Bus. At the previous system passengers
need to insert the card into ticket machine, but currently the process is easier just
held the ticket near to the card reader and automatically the machine will deduct
the fare. In order to increase the level of service in public transport, the
government also enhance the level of taxi service with make some program such
as; training courses for taxi drivers, cashless payment, built Taxi terminal, easier
taxi booking via SMS and internet. And since 1996, LTA controlled the service
with implemented the standard of service performance that consist of 5 indicator:
average mileage of taxi per day, average utilization of taxi, degree of radiophone
response to the customers, number of accident and complaint (Land Transport
Authority (LTA), 2000/2001).
The new innovation of the integrated ticketing system is part of the program
as an implementation of the integration of public transport fares, which is possible
for passengers using different transport modes with a single card e.g. MRT and
bus. According to (Ibrahim, 2003), in order to support an integrated public
transport program in Singapore, the Land Transport Authority (LTA) is working
with bus companies providing real time information of public transport in the
MRT station and several bus stops. Then create the physical integration by
creating a link or bridge between MRT stations and bus stops, as well as an
17
integrated the network due to reduce the double link and optimize the resources of
public transport.
The government objective toward is providing the land transport services as a
―World Class Land Transport System‖ (Land Transport Authority (LTA), 2
January 1996). This objective is achieved by building new public transport
organization called the Land Transport Authority (LTA) in 1995, with
responsibility for land transport issues, which means the LTA is to merge the two
function of government organizations, namely the road and public transport
system (May, A.D., 2004). There are four main strategies that underlying
planning of LTA to develop public transport services such as; integrating land use
and planning of public transport, road network development and capacity
building, managing road usage, and increased levels of public transport services
(Land Transport Authority (LTA), 1996-2001).
Furthermore, in assessing the public transport services and make public
transport policy, LTA conducted the Household Interview Travel Survey (HITS)
to find out about the travel behaviour of the population every four to five years.
This survey showed an increase in the number of passengers of public transport,
as well as the number of users of private car is increasing from year to year. The
survey will use to determine the destination of passengers travelling and
according to (Raymond TOH. & Cheong C.C. , 2010), the most purpose of
passengers travelling are going to the home, office or work place, business
personnel, and schools with total 80 percent of all daily trips.
18
CHAPTER 3
METHODOLOGY
A. The Research Approach
In general, this study using a qualitative research approach with a quantitative
data and based on the previous research, literature review related to the integrated
public transport system, observations, customer surveys, and comparative studies
about an integrated ticketing system to attract car users and enhance customer
satisfaction. One of the research processes is collecting primary data and
secondary data. Primary data obtained from observations and surveys of
passengers by distributed the form of questionnaires to the passengers consists of
500 respondents from both TransJakarta Busway and the commuter train
Jabodetabek within three weeks on 17th of April until May 5, 2012. The results of
this survey used to describe and analyse the possibility developing a new
integrated ticketing system in Jakarta, which based on the theoretical basis of new
service development (NSD).
Secondary data obtained from literature studies as the material to make
comparisons between public transport system in Värmland, Sweden and Jakarta,
Indonesia. Research subject consist of how public transport operators implement
an integrated ticketing system, and what can learn from the system. The results of
this study analyse and assess the possibility developing a new integrated ticketing
system in Jakarta, Indonesia, which intend to description and exploration of the
ticket system. Further, this research leads to conclusion, managerial implication,
and interesting question for future research.
19
B. Qualitative Research Approach
Qualitative research tends to use words or pictures as materials analysis,
derived from observations, previous reports, and literature studies (Denscombe,
2007). This approach allows researchers to explore the phenomenon, identify and
describe its components, which can be a practical guide for future research.
Qualitative research is also appropriate to answer questions like, what ... and how
to ..., or describe the experience. Differences between qualitative and quantitative
research are qualitative research aims to explain the phenomenon, the subjective
views of participants, small sample aimed to encourage their experiences, data
could be information or documents as the written word, interviews, and pictures to
be used for the analyses or interpretation of data.
Otherwise, the purpose of quantitative research is to explore the cause or
make a prediction with an objective perspective, the number of samples must be
valid to ensure that the data came from questionnaires or other objective
measurements, and analyzing data using statistical methods (Thompson &
Walker, 1998). This research uses a qualitative approach to explore the
phenomenon of public transport ticketing system in Jakarta. Then used as an
analysis to assess possibility of a new integrated ticketing system in order to
increase the attractiveness of public transport, especially for people who use
private cars or motorcycles.
C. Method of Collecting Data
Case study method can use the six sources of evidence as research data such
as; documentation, archival records, interviews, direct or field observations,
participant observation, and physical artefacts (Yin, 2003). This thesis using five
sources of evidence is documentation, archival records, interviews, direct
observations, and participant observations. Researcher collected data related
documentation from the official website of related organization, literature review
from previous research, and news from reliable sources. In the archival record,
20
researcher collected data from organization record such as; survey data, maps of
route network, and chart. In the interview, researcher interviewed the
representative of related organization. In direct observation, researcher collecting
data from observation related to the subject in ticketing system. Furthermore, the
researcher also collected data related participant observations from the survey of
passengers in order to describe into depth the passengers‘ experience regarding
the ticketing system of public transport in Jakarta, Indonesia.
Survey of passengers using the form of questionnaires that distributed to the
public transport user consists of 500 respondents from both TransJakarta Busway
and commuter train. This survey conducted by four surveyors and distributed
directly to public transports users to fill out the questionnaires. Its purpose to
collect valuable information about the current ticketing system services based on
the users‘ experience. Base on (Bell & Bryman, 2003), defines that closed-ended
questionnaire is a series of written questions with the list of suitable responses
provides by the researcher and an open-ended questionnaire allows for
respondents to answer in their own words. This study uses a closed-ended
questionnaire to give an easier way for customers to fill out questions and time
efficiency due to the large number of respondents.
D. Method of Analysis Data
On analysis part is a case study about public transport systems in Jakarta,
Indonesia refer to experiences of Värmland, Sweden. Based on (Yin, 2003), a case
study is an empirical inquiry that investigated a contemporary phenomenon in the
context of real life, which aims to explore in depth and explanation of the
complexity of the situation. A case study of this typology is distinguished from
history only by the fact that it focuses on contemporary events, and have access to
several additional sources of data (Yin, 2003a: 5).
This research investigates the ticketing system phenomenon using
information from the literature studies and observations to analyse, explore, and
provide depth explanation. According to (Yin, 2003), case studies can use for
21
exploratory, descriptive, and explanatory. By analysing data from a survey of
passengers, the researcher gave a description and explanation related the
phenomenon of public transport ticketing system in Jakarta, Indonesia. In order to
make it‘s easier, and then used the word table which displays the data on the same
pattern, and the conclusion can be made (Yin, 2003). Further, the discussion part
will use the word table to make a comparison between public transport ticketing
system in Jakarta, Indonesia and Värmland, Sweden.
E. Thesis Framework
Figure 3. 1. Thesis Framework
Research Problems
Theoretical and
Empirical Framework
Empirical Study and Data
Case Study I : Ticketing System Of Public Transport In Jakarta, Indonesia
Case Study II : Ticketing System Of Public Transport In
Varmland, Sweden
Analyisis and Discussion
Conclusions And
Further Research
Introduction
22
CHAPTER 4
EMPIRICAL STUDY AND DATA
In order to give an understanding about the process of development a new
integrated ticketing system on this chapter will describe an empirical study related
the public transport policy in Indonesia, overview of Jabodetabek area and public
transport in Jakarta, Indonesia as well as the figure of transportation in Värmland,
Sweden and the empirical data that can be explained as follows:
A. Public Transport Policy in Indonesia
In land transportation public transport policy is set by the state itself, unlike
the case of maritime transport should be based on some rules of international law
that governed by the International Maritime Organization (IMO), while the air
transportation arranged by the International Civil Aviation Organization (ICAO).
Public Transport Authority in Indonesia is the Directorate General of Land
Transportation Land for land transportation and the Directorate General of
Railways for railways transportation, which is the regulations refer to Act No. 22
of 2009 on Traffic and Transportation, and Law Number 23 Year 2007 on
Railways. As a basic guideline for officers in carrying out the task, so the rule is
supported by government regulations or ministerial decree governing the details
of each chapter in the regulation. Furthermore, the development of public
transport infrastructure, namely rail and road network, bus and train stations
should refer to other relevant environmental regulations and land use.
B. JABODETABEK Region
Jabodetabek region is large metropolis area in Indonesia and became a
strategic area in the nation consisting of Jakarta, Bogor, Depok, Bekasi, and
Tangerang, while some cities in this region consists of three different province
such as the Province of DKI Jakarta, West Java, and Banten. This region has a
23
high socio-economic activity than other regions in Indonesia. Currently, the
region connected with commuter rail service provided by PT. KAI Commuter
Jabodetabek (KCJ) in 2000. The populations in this area increase every year and
causes high mobility of people using private cars or motorcycles in daily
activities. This condition is a transportation problem to be solved jointly by the
Government, public transport operators, and the people themselves in this region.
1. Area and Population
Jabodetabek area consists of several municipalities around the DKI Jakarta
province. This area has strategic location as the socio-economic activity. The
provincial of DKI Jakarta became the central of government and business.
Otherwise, the suburban area such as Bogor, Bekasi, Depok, and Tangerang
became the area of industry and residence area. The number of population in
Jabodetabek area can be shown in the Table 4.1.
24
Name of the
Regency/
Municipality
1990 2000 2010 Name of the Regency/
Municipality
2010
Population
Share
(%) Population
Share
(%) Population
Share
(%) Population/Share
Depok
Municipality - -
1,143,403 4.92% 1,738,570 6.22% Depok Municipality 1,738,570
(6.22%)
Bekasi
Municipality - -
1,663,802 7.16% 2,334,871 8.35% Bekasi Municipality 4,965,272
(17.76%)
Bekasi Regency
2,104,459 12.28%
1,668,494 7.18% 2,630,401 9.41% Bekasi Regency
Bogor Municipality
271,711 1.59%
750,819 3.23% 950,334 3.40% Bogor Municipality 5,722,266
(20.47%) Bogor regency
3,736,897 21.80%
5,508,826 23.71% 4,771,932 17.07% Bogor regency
Tangerang
Municipality
921,848 5.38%
1,325,854 5.71% 1,798,601 6.43%
Tangerang
Municipality
5,923,299
(21.19%)
Tangerang Selatan
(Municipality) - - - - 1,290,322 4.62%
Tangerang Selatan
(Mun)
Tangerang
Regency
1,843,755 10.76%
2,781,428 11.97% 2,834,376 10.14% Tangerang Regency
North Jakarta
8,259,266 48.19%
8,389,443 36.11%
1,645,659 5.89% North Jakarta
9,604,329
(34.36%)
West Jakarta 2,281,945 8.16% West Jakarta
Central Jakarta 899,515 3.22% Central Jakarta
East Jakarta 2,693,896 9.64% East Jakarta
South Jakarta 2,062,232 7.38% South Jakarta
Seribu Island 21,082 0.08% Seribu Island
Total of
Bodetabek
8,878,670 51.81%
14,842,626 63.89% 18,349,407 65.64% Total of Bodetabek 18,349,407
Total of
Jabodetabek
17,137,936 100.00%
23,232,069 100.00% 27,953,736 100.00%
Total of
Jabodetabek 27,953,736
Table 4. 1. Number of Population Jabodetabek Area (BPS, 1990-2010)
25
-
5,000,000
10,000,000
15,000,000
20,000,000
25,000,000
30,000,000
1990 2000 2010
Jakarta 8,259,266 8,389,443 9,604,329
Bodetabek 8,878,670 14,842,626 18,349,407
Jabodetabek area 17,137,936 23,232,069 27,953,736
Nu
mbe
r of
Pop
ula
tion
Figure 4. 1. Number of Population in Jabodetabek Area (Central Bureau of
Statistics Indonesia (BPS), 2012)
The table above had shown the number of residents in the Jabodetabek area
increasing each year with a population of 27,953,736 people in 2010. This increases
the amount of 4,721,667 people or 20% of the population in 2000. Based on data
from the Ministry of Home Affairs Indonesia shown that the total area of Jabodetabek
region approximately 6,437.89 km2 that can be described in the Table 4.2.
Table 4. 2. Area of Jabodetabek Region
Name of Municipality Area (m2)
DKI Jakarta province 664.01
Bogor municipality 118.50
Bogor regency 2,710.62
Depok municipality 200.29
Tangerang municipality 153.93
Tangerang regency 1,011.86
Tangerang Selatan municipality 147.19
Bekasi municipality 206.61
Bekasi regency 1,224.88
Total of Jabodetabek Area 6,437.89
Source: (Ministry of Home Affairs, 2012)
26
2. Road and Railway Network in Jabodetabek Area
Based on data from the Department of Public Works, DKI Jakarta (2010), the
length of roads in Jakarta is 7,208,537 M2, which consists of national roads,
provincial roads, city roads, and highways. Compared with the number of vehicles
increasing every year, no significant road capacity can accommodate the traffic of
vehicles in DKI Jakarta province. The road maintenance should be done regularly and
at great expense is a consideration for the government to increase attention to the
development of public transport services. Based on data from the Jakarta Police
(Metropolitan Police), Directorate of Traffic (2008), the number of vehicles in Jakarta
is 11,362,396 units, consisting of 8,244,346 units of motorcycle and 3,118,050 units
of car. Amount of traffic in Jakarta will increase the mobility of people from around
the Jakarta area and vice versa. Roads and railways in Jabodetabek area can be
described in the Figure 4.2.
Figure 4. 2. Road and Railway Network in Jabodetabek (Directorate General of
Bina Marga, 2009)
27
In order to reduce the congestion in Jakarta, government and state own
enterprises or operator of toll road have the general concept for the development of
highway in Jabodetabek area as follows:
Figure 4. 3. Concept of the Development of Highway in Jabodetabek Area
(Directorate General of Bina Marga, 2009)
3. Portraits of Public Transport in Jakarta
Mass public transportation in Jakarta and surrounding areas consists of buses,
Para transit, taxis and shuttle buses. The size of vehicles for public transport in
Jakarta can be classified into three categories; large bus with 50 seats, medium bus is
a 25 seat, and small public vehicles called ‗angkutan kota or mikrolet‘. The operator
of public transport in Jakarta consists of both government and private companies.
Para transits or small vehicles are owned by individuals who obtain permission from
the Provincial Public Transport Authority (PTA). This condition can be described in
the Figure 4.4.
28
Small vehicles as Para
transits
Medium buses Taxi
Large buses TransJakarta Busway Commuter Train
Jabodetabek
Figure 4. 4. Portraits of Public Transport in Jakarta
One of public transport operator in Jakarta is PT. Damri providing public
transport services by bus to the Soekarno-Hatta Airport from Bekasi, Bogor, and
some bus stations in Jakarta, and Gambir train station. And several taxi companies
that operate not only in Jakarta but also in Bekasi, Tangerang and Depok.
C. Technical Management Unit (BLU) TransJakarta Busway
1. History and Organizational Structure
On January 2004, the provincial government of DKI Jakarta based on the
experience of Bogota TransMilenio BRT system in Colombia formed the Technical
Management Unit (BLU) Transjakarta Busway to solve the transportation problems.
At first time as a non-structural board of the city administration called Management
29
Board (BP) Transjakarta Busway that set in DKI Jakarta Governor Decree No. 110 of
2003.
BP. Transjakarta Busway became the structural organization of technical
management unit (UPT) under Provincial Public Transport Authority (PTA) to accept
the authority for financial management based on the Pattern of Financial Management
Regional Public Service Agency (PPK-BLUD) in accordance with the Governor of
Jakarta Regulation No. 48 of 2006. The institute is proposed to manage public
transport in Jakarta using the Bus Rapid Transit (BRT), whose main activities are
providing services to the community using TransJakarta busway. And as part of the
government of DKI Jakarta, BLU TransJakarta work under Provincial Public
Transport Authority (PTA) of DKI Jakarta. History of Technical Management Unit
(BLU) TransJakarta Busway organization can be described in the figure 4.5.
Figure 4. 5. The History of TransJakarta Busway Organization (BLU TransJakarta
Busway, 2012)
Currently, the hierarchical organizational structure of Technical Management
Unit (BLU) Transjakarta Busway can be seen in Figure 4.6.
Provincial Government of
DKI Jakarta
Public Transport Authority (PTA)
DKI Jakarta Province
Provincial Government of DKI Jakarta
Public Transport Authority (PTA) DKI
Jakarta Province
Public Agency (Badan Pengelola/BP)
TransJakarta Busway
Provincial Government of DKI
Jakarta
Public Transport Authority (PTA) DKI
Jakarta Province
Technical Management Unit (BLU) TransJakarta
BuswayBased on DKI Jakarta Governor
Decree No. 110 of 2003
Based on DKI Jakarta Governor
Regulation No. 48 of 2006
In Years of 2004 -2006
2006 - Present
30
Figure 4. 6. The Organizational Structure of Transjakarta Busway (BLU
TransJakarta Busway, 2012)
TransJakarta Busway commenced operations on January 15, 2004, with the
opening of a corridor of Blok M - Kota. Based on data from the official site
TransJakarta Busway at the first operation in 2004, passenger numbers around 40,000
passengers per day and increased to 60,000 passengers per day on average in 2005.
On January 15, 2006 the company opened corridor two and three. The number of
passengers increased to 70,000 passengers per day on average. On January 27, 2007,
the companies provides corridor 4, 5, 6, and 7 which amount of passengers reached to
180,000 passengers on average per day in 2007.
Governor of Jakarta Province inaugurated a corridor 8 with route Lebak Bulus -
Harmony on February 21, 2009, and the number of passenger increased to 250,000
passengers per day on average. Then the Governor inaugurated of corridor 9 and 10
on December 31, 2010. Amount of passengers increased to 360,000 on average per
day in 2010. The provincial government of DKI Jakarta launched corridor 11 with
route Pulogebang – Kp. Melayu on February 28, 2012 which means TransJakarta
busway has operated 11 corridors. It can be seen in the Table 4.3.
31
Table 4. 3. The Number of TransJakarta Busway Passengers in 2011
TransJakarta Busway Passengers in 2011 Total of
Passengers Corridor Corridor 1 Corridor 2 Corridor 3 Corridor 4 Corridor 5
Passengers 18,934,666
7,505,717 9,310,306 5,992,360 8,886,194 84,571,480
Corridor Corridor 6 Corridor 7 Corridor 8 Corridor 9 Corridor 10
Passengers 7,371,334 7,698,854 6,273,133 9,817,177 2,781,739
Sources: (BLU TransJakarta Busway, 2012)
Further, the number of TransJakarta busway passengers per day on average from
2004 to 2010 can be illustrated in the Figure 4.7.
Figure 4. 7. The Numbers of Passengers on average per day on 2004-2010 (BLU
TransJakarta Busway, 2012)
Several attributes of services and facilities the Technical Management Unit
(BLU) TransJakarta busway that offers to the customers can be described as follows:
2. Bus and Shelter Facility
TransJakarta Busway equipped with several pieces of glass-breaking hammer
mounted on a window frame, air conditioner, auto air fresheners, perfume spraying
regularly, chairs for the disabled and old people, handrails for standing passengers,
electronic information boards and loudspeakers that provide information to the
passengers about the bus stop or shelter will soon pass. This information provided in
two languages, namely; the Indonesian language (Bahasa Indonesia) and English.
2004 2005 20062007 & 2008
20092010
40000 60000 70000
180000250000
360000
Average Passengers per day
32
Other equipment in the bus such as; trash, route maps, and communications devices
that allow the driver to deliver and get updated information about traffic jams,
accidents, etc.
Based on the concept of bus rapid transit (BRT), shelter design made different
from the regular bus stop located in the middle of the road. In a shelter in front of UN
office and Mal Sarinah equipped with elevators. For facilitate the passengers to the
shelter built a pedestrian bridge that connects between the sidewalk and shelter. In the
Gajah Mada Street, Central Jakarta has built a Harmoni central busway shelter. This
shelter can accommodate 500 passengers, connects the corridor 1, 2, 3, and 8,
equipped with six automatic doors, and larger than the other shelters. The company
provide camera inside of shelters such as; Harmoni Central Busway, Bank Indonesia,
Sarinah Mall, Polda Metro Jaya, Tosari, Dukuh Atas 1, Setiabudi, Karet, Bendungan
Hilir, and Gelora Bung Karno on May 28, 2009. Situations in these shelters can
accesses through the official website of TransJakarta busway. In several shelters
reserved of free daily bulletin called 'Trans City'. Nowadays, Technical Management
Unit (BLU) Transjakarta busway has 192 shelters along the 8 corridor of
TransJakarta Busway.
3. Ticketing System
TransJakarta Busway has implements the single ticket and price for a single trip,
the passengers pay for tickets fare at 3,500 IDR per trip to use the service while not
out of the shelter. The ticket price gets subsidy from the provincial government of
DKI Jakarta. Passengers buying tickets at the shelter and waiting before enter the
TransJakarta Busway. The passengers have to queue twice as long to use the busway
TransJakarta, the first time to buy a ticket and a second time before entering the bus,
passengers must enter the ticket into the ticket machine called a barrier, which
automatically three bar doors can be spun and passed by the passenger. The company
provides special fares for passengers who buy tickets at 5-7 o'clock in the morning
with a ticket price of 2,000 IDR to attract passengers using TransJakarta Busway.
33
PT. Bank DKI launched JakCard as a prepaid card on 2006. JakCard utilized the
chip technology or smartcard used as a means of payment. At the first time only
operated in corridor 1, 2 and 3. Currently, the card operated in the 8 corridors and will
expand to 11 corridors. These card provided in some merchants ‗Indomaret‘ have
logo ‗JakCard Sale & Top Up‘, shelters along the 8 corridors, and 18 branches of
Bank DKI throughout DKI Jakarta province. Tickets of TransJakarta busway can be
described in figure below:
Figure 4. 8. TransJakarta Busway Tickets (http://anggriawan.web.id/2007/.html &
TransJakarta Busway, 2012)
Based on information from Bank DKI (2012), customers can top up the card to a
maximum of one million IDR in Bank DKI in accordance with the regulations of
Bank Indonesia. At the shelter with a denomination of subscribers can charge in IDR
20,000; 50,000; 100,000; 200,000, and 500,000; while in the merchant Indomaret
'Top up 50,000 IDR denominations and multiplication. Customers can check the card
balance in the Bank DKI and merchant Indomaret. Passengers can extend the
suggestions and complaints using the text message to number 9250, the official
website of TransJakarta busway, the passenger‘s forum, and come to the office. The
JakCard holders ask information through contact to the Bank DKI in number (021)
2314567, send a fax at number (021) 351 7660, and the official website of Bank DKI.
34
4. Network of TransJakarta Busway
Transjakarta Busway has served 10 corridors with a total length of 123.35 km
and the world's longest BRT system. The Governor of DKI Jakarta inaugurated
corridor 11 with route Pulogebang – Kp. Melayu on February 28, 2012. It can be
described in the Table 4.4.
Table 4. 4. Route of TransJakarta Busway
Corridor Origin - Destination Started Operation
Corridor 1 Blok M - Station Kota January 15, 2004
Corridor 2 Pulogadung - Harmoni January 15, 2006
Corridor 3 Kalideres - Harmoni January 15, 2006
Corridor 4 Pulogadung - Dukuh Atas January 27, 2007
Corridor 5 Kampung Melayu - Ancol January 27, 2007
Corridor 6 Ragunan - Latuharhary - Dukuh Atas January 27, 2007
Corridor 7 Kampung Rambutan - Kampung Melayu January 27, 2007
Corridor 8 Lebak Bulus - Harmoni February 21, 2009
Corridor 9 Pinang Ranti - Pluit December 31, 2010
Corridor 10 Cililitan - Tanjung Priok December 31, 2010
Corridor 11 Kampung Melayu - Pulo Gebang February 28, 2012
Source: (BLU TransJakarta Busway, 2012)
Some of direct route from origin to destination that operated by TransJakarta
Busway can be described in the Table 4.5.
Table 4. 5. Direct Route of TransJakarta Busway
Route
Operating Time
Number of Buses that
operate Valid for
Origin Destination Working
Day
Holiday
Pulogadung Kalideres 05.00 – 22.00 34 30 Working day and Holiday
TU Gas Dukuh Atas 05.00 – 22.00 16 12 Working day and Holiday
PGC Ancol 05.00 – 22.00 15 15 Working day and Holiday
PGC Senen 05.00 – 22.00 10 15 Working day and Holiday
PGC Harmoni 05.00 – 22.00 15 10 Working day and Holiday
Grogol Harmoni 05.00 – 22.00 5 - Working day and Holiday
Ragunan Harmoni 06.15 – 07.00 12 - Working day and Holiday
Kota Ragunan 18.30 – 20.00 12 - Working day Pulogadung Ragunan 06.30 – 08.30 6 3 Working day 16.30 – 19.30 Working day 09.00 – 10.00 Holiday 16.00 – 17.00 Holiday
Source: (BLU TransJakarta Busway, 2012)
35
Figure 4. 9. Route Map of TransJakarta Busway (BLU TransJakarta Busway, 2012)
5. Feeder Bus of TransJakarta Busway
Based on information from (KOMPAS, 2011), the company provide the feeder
bus to improve the services in 3 routes line as follows:
a. Sentra Primer Barat (West Primary Centre) – Daan Mogot: Puri Indah Hospital –
West Jakarta Mayoralty office – northern side of Puri Market – southern side of
Puri Market – eastern side of Mutiara Kedoya – western side of Kedoya Raya –
southern side of Kembangan – eastern side of Pesangrahan – Corridor 8 –
Corridor 3 transfer point.
b. Tanah Abang – City Hall: Jatibaru – western side of Abdul Muis – southern side
of IRTI Jl Fahrudin – Corridor 2 transfer point – Corridor 1 transfer point.
Corridor 1
Corridor 3
Corridor 6
Corridor 8
Corridor 9 Corridor 5
Corridor 10
Corridor 2
Corridor 4
Corridor 11
Corridor 7
(Green Line)
Route of
Feeder Busway
36
c. SCBD – Senayan: Jakarta Stock Exchange – Komdak – Gelora Bung Karno –
Plaza Senayan – Senayan Trade Centre – Busway Corridor 1 transfer point – Ratu
Plaza – Corridor 9 transfer point.
The ticket price of feeder bus is 3,000 IDR and customer buying the tickets in
ticket counter or an officer wearing special vest at the feeder bus stop, and
TransJakarta busway shelter. Passenger can buy a 6,500 IDR ticket to use a
TransJakarta and feeder bus.
D. PT. KAI Commuter JABODETABEK (KCJ)
One of the public transport modes in Jakarta is commuter train. The system
started in 2000, when the Indonesian government receives grants 72 units of
commuter train, and 50 units can be used directly and operated. Based on data from
(PT. Kereta Api Commuter Jabodetabek (KCJ), 2012), the company operated 192
units of commuter train. The company provide two categories of commuter train
services as commuter AC and economy non AC. The heightened people to use the
services cause the company enhance the number of commuter trains and facility. It
can be seen from denseness of passengers at mornings and evenings. Based on data
from the Directorate General of Railway the number of commuter train passengers
can be shown in the Table 4.6.
Table 4. 6. The Number of Commuter Train Passengers
Year Number of Passengers
2005 100,969,398
2006 104,425,921
2007 118,095,697
2008 126,699,811
2009 130,632,400
Sources: Directorate General of Railway, Ministry of Transportation
37
1. Ticketing System
Most of the passenger buy ticket at counter sales in every train stations or buy
monthly card. The tickets price is affordable for the community and subsidies by
central governments, in this case Directorate General of Railway, Indonesian
Ministry of Transportation. Commuter train ticket fares are 2.000 IDR per trip for
commuter non-AC, 6.000 IDR per trip for AC and economy Commuter, and 9.000
IDR per trip for express commuter. Nowadays, the ticket prices are almost same for
commuter train AC as 6,000 IDR per trip. In 2011, the company has a project
developing e-ticketing system that can be illustrated in the Figure 4.10.
Figure 4. 10. An Integrated e-ticketing System Plan (PT. Kereta Api Commuter
Jabodetabek (KCJ), 2012)
This project purposes to provide better ticketing system and increase customers‘
satisfaction. The system enable for customers to buy ticket in some store and
commuter train operator easy to control the tickets sales and fast in available data
related the services. On February 1, 2012, the company launched Comet card as
Commuter Electronic Ticketing with implementation divided into 3 steps, the first
step on February 1, to March 31, 2012, started by replace for Monthly Card such as
Kartu Trayek Bulanan (KTB) and Kartu Langganan Sekolah (KLS). At the first step
e-ticketing system implement in 35 stations.
Ticket Counter selling
paper tickets
38
The second step on April 1, to June 30, 2012, the system implement in 51
stations in Jabodetabek region and the Comet Card will sale for public or passengers.
Further, the third steps on July 2012, by implement the system in whole station at
Jabodetabek area as 63 stations. Comet Card price is 50,000 IDR including balance
of 30,000 IDR that can be used by card holder. The card validity period is unlimited,
but the card can be used by at least balance 13,500 IDR. The users can top up cards
with denominations of minimum as 20,000 IDR and maximum as 1,000,000 IDR.
2. Commuter Train Facility
In term of increasing security and safety, the company provides two special
wagons for woman in every commuter trains, security guards inside the commuter
trains and train stations, and some pieces of glass-breaking hammer mounted on a
window frame. Company cooperation with Taman Impian Jaya Ancol (Ancol dream
land) provides tourist train called ‗Kereta Wisata Ancol‘ on weekends. The commuter
train has range speed from 55 to 110km per hour and travelling distance between of
25–60 km. Some of the commuter trains are equipped with air conditioning and the
cabin with a capacity of 80 - 110 passengers of each unit.
3. Train Stations Facility
Facilities located either in major or small train stations essentially similar. Some
of the facilities in train station such as parking area for motorcycle or private cars, the
counter of ticket, money changer, taxi and hotel reservation provides in major train
station, restroom, waiting room, food court, information centre, porter to help the
passengers bring luggage, and security guard. Further, the company provides
information service related the services, tourist places and other necessary
information through an information centre, send message to 9559, call centre at
number (021) 380 7777, LCD/screen information, and the official website.
39
4. Network of Commuter Train
Since, December 5, 2011, the company implement the new route line with loop
line system. There are several route lines that operate in Jabodetabek area such as
Bogor / Depok – Manggarai – Jakarta Kota; Bogor / Depok – Tanah Abang – Pasar
Senen – Jatinegara; Bekasi – Jatinegara – Manggarai – Jakarta Kota; Parung Panjang
/ Serpong – Tanah Abang; Tangerang – Duri; and Tanjung Priok – Jakarta Kota. The
loop route of commuter train can be illustrated in the Figure 4.11.
Figure 4. 11. The Loop line Route of Commuter Train in JABODETABEK (PT.
Kereta Api Commuter Jabodetabek (KCJ), 2012)
E. Public Transport in Värmland, Sweden
Since 1990, public transport operators implement an integrated ticketing system
between railway and bus system. It started when the Värmlandstrafik AB deliver the
regional railway services that before provided by SJ‘s trains. The most important to
support an integrated ticketing system to connect between train stations and bus
stops. The company build a park and ride facilities in the train stations to attract
private car user .Värmlandstrafik AB is an organizer of public transport companies to
40
provide the services in entire of Värmland County, and urban transport in Arvika,
Hammarö-Karlstad, Kristinehamn, and Saffle.
The company also develops ticketing system and build cooperation with Karlstad
Buss to make an integrated ticketing system. Nowadays, Värmlandstrafik AB and
Karlstad Buss develop the ticketing system together with the same system as the new
smart card system from the Germany companies ‗ATRON‘ and the system will
manage by Sweden companies ‗BIMS‘. Passengers can use public transport modes by
a period card that valid for Värmlandstrafik AB and Karlstad Buss. The new system
will make an integrated ticketing system between eight public transport companies in
the middle of Sweden i.e. Dalatrafik, Karlstadsbuss, Länstrafiken Örebro,
Västmanlands länstrafik, Tåg i bergslagen, Upplands Lokaltrafik, Värmlandstrafik,
and X-trafik. These public transport companies operate in six regions such as Dalarna
County, Värmland County, Örebro County, Västmanland County, Uppland County,
and Södermanland County.
The Sweden area divided into 21 counties which one of this county is Värmland.
This is also influence to the number of Public Transport Authority in Sweden. The
Värmland County consist of several municipalities such as Arvika, Eda, Filipstad,
Forshaga, Grums, Hagfors, Hammaro, Karlstad, Kil, Kristinehamn, Munkfors,
Storfors, Sunne, Säffle, Torsby, and Årjäng. The area of Värmland County described
in the Figure19. Train and Bus are public transportation mode connecting the
municipalities in Värmland County providing by Värmlandtrafik AB. Otherwise, the
urban public transport in the municipality such as Karlstad is provided by Karlstad
Buss under the control of Karlstad Kommun. The public transport services in
Värmland County are integrated within the network and ticketing system. These
systems attract the number resident to use the public transport with the easier
accessibility, punctual time, comfort, and competitive price system.
41
Figure 4. 12. Värmland County and Municipalities (http://vagabundo-
suecia.blogspot.se & Wikipedia, 2011)
F. Värmlandstrafik AB
Värmlandstrafik AB is a provider of transportation services that serve the entire
area of Värmland County that established in early 1980. At the first established the
company serving the bus transportation. Since 2004, Värmlandstrafik AB is serving
the railway transportation in the county of Värmland which previously performed by
the state rail company, SJ. Today the company also provides transport for patients,
people with disabilities, and urban transportation in several municipalities such as
Arvika, Kristinehamn, and Saffle. Värmlandstrafik AB as an organizer of public
transport in the county of Värmland, along with about 40 different partners, the
companies organize for passenger trains, buses and special vehicles in regular service,
call public transport and special transport. The buses that operate aren‘t owned by
companies, but with services procurement from the contractors. In procurement
process, the company requires about comfort and the environment. Värmlandstrafik
AB is the first county company in the country that introduced alcohol interlocks in
buses, and this system implemented gradually. In order to provide railway
transportation the company own or rent the trains.
42
The shareholders are the county's 16 municipalities and the county who owns
Värmlandstrafik AB. Half of the shares owned by the County Council while the other
half is distributed to municipalities by the population which existed on 1 January
2007. And since January 1, 2012 transferred all shares to Region Värmland which
means the company owned by the Region of Värmland. For more detail the capital of
each shareholders of Värmlandstrafik AB can be seen in figure. Under the consortium
agreement, paragraph 6, between Värmlandstrafik AB and shareholders, the deficit
covered by the county council to 50 percent and the 50% remaining divided between
municipalities in proportion to the number of scheduled kilometres (50 percent)
scheduled hours (25 percent) and population (25 percent).
Table 4. 7. Shareholders of Värmlandstrafik AB
No. Kommun Capital (SEK) Percentage (%)
1. Arvika 459,000 4.8
2. Eda 152,000 1.6
3. Filipstad 192,000 2.0
4. Forshaga 202,000 2.1
5. Grums 164,000 1.7
6. Hagfors 230,000 2.4
7. Hammarö 254,000 2.7
8. Karlstad 1,455, 000 15.2
9. Kil 207,000 2.2
10. Kristinehamn 418,000 4.4
11. Munkfors 69,000 0.7
12. Storfors 79,000 0.8
13. Sunne 239,000 2.5
14. Säffle 281,000 2.9
15. Torsby 226,000 2.4
16. Årjäng 173,000 1.8
17. County 4,800,000 50
Total 9,600,000 100
Source: (Värmlandstrafik AB, 2011)
43
The other stakeholders are inhabitant and a customer who has the important role
on public transport. All citizens pay approximately 978 SEK/year by tax for the
public transport services that provided by Värmlandstrafik AB and approximately
1,260 SEK/year by tax for the public transport services in County of Värmland and
Karlstad Municipality. The organizational structure of Värmlandstrafik AB is
described in figure below:
Figure 4. 13. Organizational Structure (Värmlandstrafik AB , 2012)
1. Ticketing System
The current ticketing system that implemented by Värmlandstrafik AB has
applied for about 20 years. Värmlandstrafik AB has two types of subscription ticket; a
Smart card and the Visa card (with photo and month mark). That's because the
different ticket machines on the trains and buses. The ticket machines are on the
trains can‘t read or terrace. The type of Värmlandstrafik AB tickets can be seen in
Figure 4.14.
CEO / Director
Economy & Administration
Marketing & Information
Development
Technique
Bus
Schedules/Traffic
Train
Scheduled/Traffi
c
Traffic
School
Travel
Service
44
Smart Card - Karlstad Buss Visa Card Mobile Ticketing
Single Ticket Smart Card, has been implemented in Kristinehamn
Figure 4. 14. The type of Värmlandstrafik AB tickets (Varmlandstrafik AB, 2010;
2012)
The companies also develop and upgraded the service schedule in the mobile
(Mobi Time) with new features that make customers can check departures, pay as
ticket for travel throughout the county of Värmland, and pay as ticket to travel in
urban areas i.e. Arvika, Hammarö-Karlstad, Kristinehamn, and Saffle. The SMS or
mobile ticket is also covering all of bus and train links. This system required
customers have a cell phone that is connected to the Internet. This works for iPhone,
Android and phones that can run JAVA. If customer have problems with service can
FAQ or contact on 0771-32 32 00.
The company distinguish about how to buy the single or one way ticket for bus
and train. Since January 1, 2010, the passengers can‘t pay cash on the bus, but with
using debit card or SMS ticket. And it will be cheaper to pay the travel using smart
card (res pass) with offers 33 percent discount on tickets. Otherwise, on the train
passenger can‘t using the res pass, but passengers can show the card with the receipt
45
to get the 33 percent discount from the normal tariff. The smart card (res pass) is not
valid on SJ‘s trains. Customer can pay by cash, debit card, or SMS ticket for
travelling with Värmlandstrafik AB trains. The company on January 1, 2011 has
raised the ticket prices for period card as 5 percent and single ticket as 3.5 percent,
also change the discount card amount 33 percent, if the customers paid one way ticket
using smart card (res pass). For more detail the ticket prices of Värmlandstrafik AB
can be seen in Table 4.8.
Table 4. 8. The Period Card Prices of Värmlandstrafik AB on 2011
Period card/subscription Ticket Price on
2011 (SEK)
For the bus services, 14 days, adult 625
For the bus services, 30 days, adult 965
For the bus services, 365 days, adult 9,650
For the bus and train services, adult, monthly 965
For the bus and train services, youth 20-25 years old, monthly 770
For the bus and train services, school children 7-19 years old, monthly 385
For the bus and train services, adult, annually 9,650
Balance card plus, for bus, train, and taxi services, monthly 1,445
For short distance Karlstad-Hammarö bus, 14 days 480
For short distance Karlstad -Hammarö bus, 30 days 735
For short distance Karlstad- Hammarö bus, 365 days 7,350
For short distance Karlstad- Hammarö bus and train, monthly 735
For Karlstad-Orebro bus, monthly 1,655
Source: (Annual Report of Värmlandstrafik AB, 2011, 2011)
Furthermore, the ticket prices seen that the prices are distinguish based on the
zone and age of customers, and the prices of one way ticket and urban transport
services of Värmlandstrafik AB on 2011 can be seen in Table 4.9.
46
Table 4. 9. The Prices of One Way Tickets of Värmlandstrafik AB on 2011
Zone
Adult Youth 20-25 Years Old School Children 7-19
Years Old
Full Prices
(SEK)
Discount
Prices
(33%)
Full Prices
(SEK)
Discount
Prices
(33%)
Full Prices
(SEK)
Discount
Prices
(33%)
1 24 16 22 14.66 14 9.60
2 37 25 34 22.66 22 15
3 56 37.33 51 34 34 22.60
4 75 50 67 44.66 45 30
5 94 63.66 84 56 56 37.33
6 106 70.67 95 63.33 64 42.66
7 119 79.33 107 71.33 71 47.33
8 or
more
125 83.33 112 74.67 75 50
Source: (Annual Report of Värmlandstrafik AB, 2011, 2011)
Table 4. 10. The Prices of Urban Transport of Värmlandstrafik AB
Urban Transport Adult (SEK)
Youth 20-25
years (SEK)
School Children
7-19 years
(SEK)
Single tickets and valid for travel in two hours
Arvika, Kristinehamn, and
Säffle
16 (24
SEK*)
14.66 (22
SEK*)
9.60 (14 SEK*)
Torsby 16 (24
SEK*)
14.66 (22
SEK*)
9.60 (14 SEK*)
Period card, monthly card (30 days)
Arvika 530 SEK
Kristinehamn for all bus lines, except line 69 530 SEK
Säffle 530 SEK
Source: Värmlandstrafik AB (http://www.varmlandstrafik.se, 2012)
2. Bus and Railway Network
The company provides eight regional bus lines such as; Karlstad – Kristinehamn
– Karlskoga; (2) Karlstad – Molkom – Filipstad; (3) Karlstad – Molkom – Hagfors;
(4) Karlstad – Forshaga – Deje – Munkfors – Ekshärad – Stöllet/Värnäs; (5) Karlstad
– Sunne – Torsby; (6) Karlstad – Arvika (- Charlottenberg); (7) Karlstad – Årjäng;
47
and (8) Karlstad – Säffle – Åmål. The company also provides local public transport in
Arvika (8 lines), Kristinehamn (10 lines), Säffle (9 lines) and Torsby (6 lines) which
changed on June 2009. The regional train lines consist of four lines such as; (1)
Charlottenberg– Arvika – Karlstad – Kristinehamn – Degerfors; (2) Karlstad – Säffle
– Åmål; and (3) Karlstad – Sunne – Torsby; and (4) Kristinehamn – Ludvika.
Currently, the regional railway traffic decrease with relieve the line Kristinehamn –
Hallefors.
Figure 4. 15. Bus and Railway Network (Varmlandstrafik AB, 2012)
Since June 2011, the company serve the new route from Karlstad – Hammarö.
Nowadays, the route divides into 5 traffics such as; (1) west traffic serve with bus
lines 100-113 and lines 700-709; (2) east traffic using lines 300, 400-408, (343), 460,
500-505, and line 560; (3) south traffic serve with bus line 100, 200-201, 260, 300,
400-401, 460, 500-501, 560, 600-602, 660, 700, 800-809, 811-812, and 860; (4) north
traffic provide by bus lines 200, 202, 204-216, 300-308, 310, 600; (5) and Hammarö
served by bus lines 900-903, and line 911-914.
48
G. Karlstad Buss
The company offers special discount for student called ‗Student Discount‘ with
rate at least 75% to increase the attractiveness of public transport. The services
provide at 06.00 am to 03.00 am on Monday to Saturday, and Sunday at 06.00 am to
12.00 am. Karlstad buss organizes an urban public transport in Karlstad municipality,
with procurement process the organization govern the companies to serve the traffic
that determine by Karlstad Buss. This means the buses that operate owned by Nobina
and the Karlstad Buss provides an information system, ticketing system, route and the
tickets price, and the bus stops.
1. Ticketing System
The current ticketing system have implemented for about 20 years which the
customer can‘t paid cash for travel using Karlstad Buss and paid with debit or credit
card, currency model that make by Karlstad Buss as ticket called ‗Turkronor‘ , and
smart card (res pass). The type of Karlstad Buss tickets is shown in Figure 4.16.
Figure 4. 16. Type of Karlstad Buss Tickets (Karlstad Buss, 2012)
And Mobile ticket or SMS ticket to 72054, with the same price as a regular one-way
ticket. Adult and youth costs SEK 22, and schoolchildren ticket costs 13 SEK.
49
Table 4. 11. Currency Ticket (Turkronor) of Karlstad Buss
Price Description Price Description
14
SEK
As single tickets for youth (20-
25 years) 209
SEK
Customer can purchase a 14 day
period for school children (7-19
years), youth (20-25 years),
student or senior (65 - years). 22
SEK
As single tickets for youth (20-
25 years) 279
SEK
Customer can purchase a 14 day
adult (26 - years). 23
SEK As single tickets for adults
369
SEK
Customer can purchase a 14 day
adult
100
SEK
Customer can upgrade the value
of smart card (res pass) onboard
or at retail outlets (Pressbyrån).
489
SEK
Customer can purchase a 30-day
adult (26 - years).
Source: Karlstad Buss (http://www.karlstad.se, 2012)
In order to facilitate customers and to reduce cash handling on board conduct by
Karlstad with provide five ticket machines. In these machines customer can buy
single tickets, and recharge the period card (res pass). The five machines can be
found on the main square (two), Queen Street (two) and at the University, then
customer paid using debit card (Visa or Mastercard) or coins. Single tickets are valid
for 1 hour from when you bought it. The prices in the vending machines are the same
as on ticket retail and on board at Karlstad buses.
The tickets price is subsidized by the local ‗Kommun‘ from taxation, it pays
approx 50% of costs of public transport and this is covered by fare revenues
(Revenue = Price * Quantity). Quantity is the means by which the 50% of cost is
covered by passenger‘s fee, for example in Karlstad the local public transport system
is provides by ―Karlstad Buss‖. The tickets fare has classified in 3 categories such as
adult (26years+), youth (20 to 25 years), and school children (7 to 19 years).
As single tickets for school
children, 7-19 years
50
Table 4. 12. Ticket Prices of Karlstad Bus
Price of travel passes (include 6%
VAT)
Adult
( 26 – years)
Youth
(20-25 years)
School
Children
(7-19 years)
Value, one-way ticket (27% off) 16 SEK 16 SEK 9.60 SEK
Period of the agglomeration, 30
days
477 SEK 359 SEK 359 SEK
Period of the agglomeration, 14
days
259 SEK 194 SEK 194 SEK
2-Municipality, 14 days, Karlstad
urban transport and Hammarö
municipality
480 SEK 480 SEK 480 SEK
2-Municipality, 30 days, Karlstad
urban transport and Hammarö
municipality
735 SEK 735 SEK 735 SEK
School / semester - - 863 SEK
Summer - - 462 SEK
Biannual Youth/school children - 1,760 SEK 1,760 SEK
Full-year urban 4,680 SEK 4,680 SEK 4,680 SEK
Source: Karlstad Buss (http://www.karlstad.se, 2012)
To attract the customers, company have special price for old people as Senior
Short (from 65 years); the agglomeration period of 14 days: 194 SEK and per the
agglomeration period of 30 days: 359 SEK. During the day operation, the peak hour
can be define in the morning and evening maybe load factor approximately 70%, but
in the night there is only little passengers so its makeup load factor in the night is
approximately less than 40%. The price of ticket, monthly card, and year card have
covered optimal pricing and social pricing, this enable the company to provides
better services in public transport as well and the tickets price are affordable, attract,
and give benefits both for passengers and companies with makeup classification in
tickets price. In this case willingness to pay (WTP) of customers will influence the
demand of passengers to use public transport.
51
2. Network of Karlstad Buss
Karlstad Buss offers 17 routes of urban transport in Karlstad municipality that
described as follows; line 1 (Campus-University-Centrum - Bergvik Shopping Centre
– IKEA), line 2 (Mjölnartorpet / Välsviken - Kronoparken – Centrum – Skåre), line 3
(Stockfallet/University - Lorensberg – Centrum - Sjukhuset - Sommarro/Jakobsberg),
line 4 (Norra Kroppkärr - Centrum- Gruvlyckan - Bergvik Shopping Centre), line 5
(Henstad - Hultsberg - Centrum- Hultsberg – Henstad), line 6 (Färjestad - Centrum-
Våxnäs – Gruvlyckan), line 7 (Orrholmen - Centrum – Zakrisdal), line 8 (Grava -
Skåre - Centrum - Herrhagen - Sjöstad), line 11 (Herrhagen - Centrum - Herrhagen),
line 12(Mariebergsskogen - Centrum - Mariebergsskogen), line 13 (Norrstrand -
Centrum - Norrstrand), line 51 (Örsholmen - Lamberget - Kanikenäset - Centrum -
Kanikenäset - Lamberget - Örsholmen), line 52 (Sommarro - Norrstrand -
University), line 56 (Bomstad - Ikea - Centrum - Ikea - Bomstad), line 57
(Kronoparken - Sundsta - Centrum - Kasernhöjden), line 58 (Nobelgymnasiet -
Centrum - Nobelgymnasiet), and line 59 (Gruvlyckan - Centrum - Gruvlyckan).
52
CHAPTER 5.
EMPIRICAL DATA
This section consists of the data as a result of passenger surveys that involve of
500 respondents from both TransJakarta busway and commuter train passengers.
Survey conducted by using the questionnaire forms consist of 13 questions. Its
purpose gives a description of passengers and travel behaviour as the material to
describe and analyze implementation of ticketing system in Jakarta, Indonesia. The
survey results can be described as follows:
1. Question 1; the number of passengers by Gender.
Figure 5. 1. Passengers of Public Transport by Gender
Male Female
Gender
Busway TransJakarta 144 106
Commuter Train 141 109
0
20
40
60
80
100
120
140
160
Nu
mb
er o
f P
ass
eng
ers
53
2. Question 2; the number of passengers by Age.
Figure 5. 2. Passengers of Public Transport by Age
3. Question 3; the number of passengers based on the Occupations.
Figure 5. 3. The Passengers Based on the Occupation
0102030405060708090
100
Stu
den
t
Civ
il S
ervan
t
Pri
vat
e E
mp
loyee
s
En
trep
ren
eur
Oth
er
Un
emplo
ym
ent
Occupation
5258
95
12
29
4
5364
87
2717
8
Busway TransJakarta Commuter Train
12%
49%18%
16%5%
TransJakarta Busway
15-20 Years 21-30 Years
31-40 Years 41-50 Years
More than 50 Years
15%
43%24%
12%6%
Commuter Train Jabodetabek
15-20 Years 21-30 Years
31-40 Years 41-50 Years
More than 50 Years
54
4. Question 4; the number of passengers based on the purpose of travelling.
Figure 5. 4. The Passengers Based on the Purpose of Travelling
5. Question 5; the number of commuter train passengers based on the type of class
services.
Figure 5. 5. The Passengers Based on the Type of Class Services
Go to
Home
Shopping/
PleasureOffices Study Other
Purposed of Travelling
Busway TransJakarta 72 44 138 29 3
Commuter Train 92 42 146 37 6
020406080
100120140160
Nu
mb
er o
f p
ass
eng
ers
38%62%
Survey of Commuter Train Passengers
Type of Class Services
Commuter Non-AC
Type of Class Services
Commuter-AC
55
6. Question 6; type of tickets used by passengers.
Figure 5. 6. Type of Tickets Used by Passengers
7. Question 7; commuter train passengers queuing time to buy tickets.
Figure 5. 7. Commuter Train Passengers Queuing Time to Buy Tickets
JackCard/Commet
Card-
MonthlyCard
One Trip Tickets
Type of Tickets Used by Passengers
TransJakarta Busway 33 217
Commuter Train 81 169
0
50
100
150
200
250
Nu
mb
er o
f P
ass
eng
ers
0
100
200
Less than 5
Minute5 - 10
Minute11-15
Minute 16-20
Minute More than
20 Minute
Passengers Queuing Time to Buy Ticket
74 103
3822
13
Commuter Train
56
8. Question 6 and 7; transjakarta busway passengers queuing time to buy tickets.
Figure 5. 8. TransJakarta Passengers Queuing Time to Buy Tickets
9. Question 8; frequency of passengers who used public transport modes.
Figure 5. 9. The Frequency of Public Transport Users
2%
35%
22%
18%
23%
Queuing Time to Enter the Bus
Less than 5 Minute5 - 10 Minute11-15 Minute16-20 MinuteMore than 20 Minute
15%
44%26%
9%6%
Queuing Time to Buy Tickets
Less than 5 Minute5 - 10 Minute11-15 Minute16-20 MinuteMore than 20 Minute
54%35%
10%1%
TransJakarta Busway
>4 times 5-8 times 9-12 times 12 times<
20%
26%50%
4%
Commuter Train
>4 times 5-8 times 9-12 times 12 times<
57
10. Question 9; the number of passengers who use other public transport modes.
Figure 5. 10. The Passengers Who Use Other Public Transport Modes
11. Question 10; the number of passengers who used private cars and public
transport modes.
Figure 5. 11. The Passengers Who Used Private Cars and Public Transport Modes
43%
33%
14%
4% 6%
TransJakarta Busway
Commuter Train (KRL)
Para Transits
City Bus
Kopaja/ Metro Mini
Other
26%
42%
13%
11%8%
Commuter Train
TransJakarta Busway
Para Transits
City Bus
Kopaja/ Metro Mini
Other
21%
50%
29%
Commuter Train
Private Cars
Motorcyles
Only Commuter Train
13%
52%
35%
Busway TransJakarta
Private Cars
Motorcyles
Only TransJakarta Busway
58
12. Question 11 and 12; the number of passengers who use mobile phone, ATM
and credit cards.
Figure 5. 12. Passengers Who Use Mobile Phone, ATM and Credit Cards
0
50
100
150
200
250
Use Mobile
Phone
Not Use
239
11
231
19
TransJakarta Busway
Commuter Train
0
50
100
150
200
250
ATM
Card
Credit
Card
Other
Type of Cards
217
39 33
219
6131
Busway TransJakarta
Commuter Train
59
CHAPTER 6
RESULTS AND DISCUSSION
A. Results
Based on explanation in the previous chapter about public transport ticketing
system in Jakarta, Indonesia needs to improve and create into an integrated ticketing
system. Services development process of an integrated ticketing system needs
sequence of process such as; a ticket provider, the customer perspective, and
infrastructure in public transport (Mezghani, 2008). Further, on this research
conducted a survey with respondents from the passengers of TransJakarta Busway
and commuter train Jabodetabek to determine the customer's perspective about
implementation of ticketing system in Jakarta, the characteristics of customer and the
travel behaviour.
Based on (ALCO, 2012), defines the benefits of an integrated ticketing system
for customer such as; create a multimode transportation across the operators,
flexibility by reduce the cash payment and single ticketing system, possibility to
offers the affordable price as well as discount opportunity, and enhance attractiveness
using public transports. Moreover, the benefits for operators are; increasing the
number of passenger, reduce operation cost and cash management, flexibility of
pricing systems, speed up the dwelling time, and availability of data to analyze the
services.
1. Description of Passengers
In this section will describe and analyze the characteristic of passengers based on
gender, age, and occupation as well as the commuter train passengers based on the
class of services. The survey result shown that the number of male passenger higher
than the female passenger. However, differences in either male or female passengers
60
of TransJakarta busway as 15, 2 percent and commuter trains as 12, 8 percent. This
means that the numbers of passenger have the same tendency and almost equally
between male and female passenger, and the attractiveness users to use public
transport is not influenced by gender, but the customer needs. The customer needs in
public transport is intent to the Services Dominant Logic, which means customers use
a public transport as solution of their need on daily activities and the passengers‘
value will be different depending the purpose of the trips.
The result of survey also shown that the most of passengers TransJakarta busway
dominated by young people with the age of 21-40 years as 67 percent, which means
most of the passengers were economically active. Based on information from
(Central Bureau of Statistics Indonesia (BPS), 2012) , labour force is persons with the
age of 15 years old and over who worked, temporarily absent from work but have a
job, which categorized as employed, and those who are unemployed and looking for
work. Moreover, the number of passengers‘ commuter train dominated by young
people with the age of 21-40 years as 67 percent, the passenger with the age of
between 21-30 years old as 43 percent and the age of 31-40 years as 24 percent. This
means that the most of passengers also categorized as economically active or
dominated by labour force.
Public transport passengers comprised of private sector employees as 35, 96
percent, civil servants as 24, 11 percent, and the student as 20, 75 percent of the total
number of 80.8 percent. Differences a passenger occupying lead to various ability for
pay the services. Companies have a possibility to implement competitive prices
systems and services. Currently, single trip fares of public transport in Jakarta using a
flat rate even for students and elderly. This makes customers feel ordinary about the
services offered by the company. The differences of passengers‘ occupation will
generate options for using the class of service. Based on data survey (2012),
commuter train passenger consist of 62 percent of commuters AC and the economy
non AC as 38 percent. Company improve services and focus on their customers by
changing the concept of service, which previously had three categories such as
61
commuter train express, economy AC and non AC became commuter AC and
Economy non-AC.
2. Travel Behaviour
In this section the researcher will describe and analyze the travel behaviour based
on the survey result. The researcher determine some component regarding the travel
behaviour such as; the passengers‘ travel purpose, the frequency to use public
transports, the type of public transport, and combine both public transport and private
cars or motorcycles. Passengers using public transport services as the solution needs
in their daily activities and the value of passengers are different depend on their
travelling purposed. Based on data survey (2012), the most of passengers travelling to
go home and offices with a total of 73, 56 percent of daily trips. This means that
some of the passengers are labour force and travelling purpose for working. It
illustrates the situation of DKI Jakarta Province as the centre of government and
business activities and the heightened mobility of employees who come from cities
around Jakarta.
Moreover, the frequency of passengers to use public transport comprised of
TransJakarta busway users who use the services in a week for 4 times as 54 percent,
5-8 times as 35 percent, 9-12 times as 10 percent, more than 12 times as 1 percent,
and the commuter train users dominated by passengers who use the services in a
week for 9-12 times as 50 percent, 5-8 times as 26 percent, 4 times as 20 percent, and
more than 12 times as 4 percent. This means that the company need to improve the
competitiveness and attractiveness of public transport to increase the frequency of
passengers using public transports.
Based on data survey (2012), there are 51 percent of passengers who use both
motorcycles and public transports, and private cars users only 17 percent on average.
This means that the public transports services ineffective to attract the private cars
users. Therefore, needs to increase the accessibility of public transports, competitive
prices, and develop park and ride facilities. The number of TransJakarta passengers
62
who use the commuter train and Para transits called ‗Angkot or Mikrolet‘ as 76
percent of the passengers and the commuter train passengers who use Para transits
and TransJakarta busway with a total of 68 percent. This means that some of
passengers also use other modes of public transport in daily activities to reach their
destinations. So it needs to improve both the accessibility and flexibility of public
transport system. The process of development an integrated ticketing system should
also be supported by the implementation of policies on public transport such as; park
and ride facilities and an Electronic Road Pricing (Ibrahim, 2003).
3. Implementation of Ticketing System in Jakarta, Indonesia
Commonly the passenger of public transport in Jakarta still using the one way
tickets or paper tickets although the companies has develop e-ticketing system. Based
on data survey (2012), the number of passengers who use paper tickets as the amount
of 77, 2 percent on average that consists of the passengers of TransJakarta busway as
86, 6 percent and commuter train as 67, 6 percent. Otherwise, the passengers who
used e-ticketing system as the amount of 22, 8 percent on average both public
transports i.e. TransJakarta busway and commuter train. This means that the
attractiveness of passengers to use e-ticketing system is lower than paper tickets. The
companies could increase the benefits of using e-ticketing system to attract the
customers and offers the competitive pricing system as the implementation of
ticketing systems.
The companies possible to develop a new integrated ticketing system with make
cooperation that purposed to increase the competitiveness of public transport services
and reduce the private car users. One of the reasons people choices the private cars
than public transport, because lack of accessibility and need more time to use public
transport mode. Some of the public transport infrastructure in Jakarta still not
integrated each other. The companies need to develop together the route network and
create an access connecting the shelter bus and train stations, especially at central
business activities. Currently, passengers need to walk far to go to the shelter bus and
63
train stations, and need time for queuing to buy the tickets. Its causes take more time
to use public transport for travelling along the area at city and increase the
attractiveness of people to use private cars and motorcycle. Based on data survey
(2012), the most of passenger has to queue between 5-10 minutes and 11-15 minutes
for buying the tickets with total of 62, 8 percent passengers on average.
The passengers queuing time of commuter train is less than the TransJakarta
busway, and according to the data survey (2012), the most of passengers‘ commuter
train has queuing time for buying tickets between of 5 to 10 minutes and less than 5
minutes with total of 70, 8 percent. TransJakarta busway passengers has twice for
queuing time to use the services, which first to buy the tickets and wait to enter the
bus at the shelters and sometimes the bus only carry part of total passengers in the
shelter. This make the passengers must be patient to wait the next bus with the same
destinations. Based on (Mishalani et al., 2006), there is a linier relationship between
the passengers perceives of waiting times and the actual time at the bus stop, whereas
the customer perceived was range of 3 to 15 minutes, and 94 percent of respondents
waiting time is range between 3 and 9 minutes. And most of them willing to wait at
the bus stop as long as 5 minutes.
According to the data survey (2012), the most of passengers‘ TransJakarta has
queuing time for buying tickets between of 5 to 10 minutes and the waiting time to
enter the bus as long as 5-10 minutes. These causes take more time to use the public
transport and the condition of several shelters that crowded with a lot of passengers
queuing became one of the reasons to use private cars and motorcycle. Consider to
the area of Jakarta as the centre of government and business activities make people
determine the travel choice mode based on the accessibility and travel time. This also
influenced the travel behaviour of public transport users as explained in the previous
section.
64
4. Comparisons of Public Transports System in Jakarta and Värmland, Sweden
Based on data and information in the previous chapter can be analyzed and discussed about public transport system
with make a comparison between public transport in Jakarta, Indonesia and Värmland, Sweden that described in the
Table 6.1.
Table 6. 1. Comparison between Public Transport in Jakarta, Indonesia and Värmland, Sweden
No. Items Public Transports Systems
Jakarta, Indonesia Värmland, Sweden
1. Organizations
TransJakarta Busway and Commuter
Train are managing by the different of
companies, and the Public Transport
Authority (PTA) i.e. PTA of provincial
DKI Jakarta for TransJakarta busway
and the Directorate General of Railways
for commuter train Jabodetabek. The
companies develop the ticketing system
without cooperation both public
transport operator, and the pricing
system using flat tariff.
Public transport services both bus and train in the
regional area of Värmland county is managing by
Värmlandstrafik AB. The company build
cooperation with Karlstad Buss to provide the urban
transportation in Karlstad municipality to increase
the accessibility, flexibility by an integrated
ticketing system, and competitive pricing system.
The companies make cooperation with Sweden
company ‗BIMS‘ as third party to manage and
provide the ticketing systems.
65
Table 6.1. Cont‘d.
No. Items Public Transports Systems
Jakarta, Indonesia Värmland, Sweden
2.
Hardware;
Interchange
Physical Design
Public transport operator trying to make a
close enough both TransJakarta busway and
commuter train systems. The companies
providing park and ride facilities in Ragunan
and Kalideres shelter to connect private cars
or motorcycle with TransJakarta busway and
parking facilities in train stations. In several
locations, the distance between the shelter
busway and train stations too far away and
unconnected.
Already connects both bus and train by placing
bus stop near the train stations. It can be seen
from the network of Värmlandstrafik AB. The
company also providing park and ride facilities
in some of the train station.
3.
Software;
Logical
integration of
information
system
Signage, maps, and schedules information
are still few and provides in TransJakarta
busway, shelters, commuter train and train
station in a traditional way.
The companies providing information about
schedules, time table, and route, etc. in several
ways such as; handbooks for customers,
electronic board and live time in several shelters
of Karlstad Buss, mobile phone apps that can be
download by passengers, and official website.
66
Table 6.1. Cont‘d.
No. Items Public Transports Systems
Jakarta, Indonesia Värmland, Sweden
4.
Finware;
Combine
ticketing and
common fare
system that
consist of three
components
such as; fare
collection
process,
payment media
as tickets, and
fare structure.
Already implement the e-ticketing system
that can be used for inter-modality both
TransJakarta busway and commuter train
Jabodetabek. Most of the passengers using
the paper tickets and fare collection in the
shelter and train station, then deposit to the
bank by cash. The tariff structure of
TransJakarta busway using the flat tariff
system, although the e-ticketing only deduct
the tariff based on the frequency of using the
services and the fare same with one trips
tickets. For one trip tickets of commuter train
using the flat tariff and monthly ticket
divided into common passengers and student.
Already implement an integrated ticketing
system both bus and train services in regional of
Värmland, Sweden and urban transportation in
Karlstad municipality cooperation with Karlstad
Buss. The companies will develop an integrated
ticketing system between eight public transport
companies that operate in six counties in the
middle of Sweden. Currently, there is no cash
payment to use public transport in Sweden and
the ticket media using a smart card, mobile or
SMS ticketing, Turkronor and vending machine
of ticket for Karlstad Buss.
67
B. Discussion
In this part will discuss the process of developing an integrated ticketing
system to assess the possibility of implement a new integrated ticketing system as
well as an explanation of how to develop a new integrated ticketing system and
what kind of services could be implemented in Jakarta. Based on data survey can
be described the number of passengers who use mobile phones with a total of 94
percent, ATM cards as 72, 66 percent and credit cards as 16, 66 percent of the
average passengers of TransJakarta busway and commuter train. This means that
most of the passengers have basic knowledge and familiar with the applications
on mobile phone and banking transactions. In fact, the passengers can adapt and
learning the technology in banking and telecommunications.
Based on the experiences of public transport in Värmland, Sweden that
already implement an integrated ticketing system and developing the self-services
in provision of public transports can be learned and adapted to improve the public
transport services in Jakarta, Indonesia. The operator both TransJakarta busway
and commuter train have possibility developing the self-services by provide
vending machine of tickets, especially at main shelters of TransJakarta busway
and make an integrated ticketing system. The service development process of a
new integrated ticketing system can be described as follows:
1. Formalizing the Innovation Process
There is a need to formalize the process of innovation to encourage both
companies and employees in behave of innovative and keep a services
development process continuously. Companies may create a new board of the
development department in the organizational structure. This department has a
function to determine which services should be developed to improve customer
satisfaction, manage relationships and build joint ventures, business opportunity
by creating new services and markets, and keep up to date availability of data
related the services. In public transport companies the development department
68
important to enhance competitiveness and attractiveness of public transport
services, and encourage passengers to use the services.
2. Organizational and Network of Relationship
There are several actors who involve in the provision of public transport
services in Jakarta such as; the Directorate General of Railways and provincial of
Transportation Department as Public Transport Authority (PTA), public transport
operators, and companies who won the procurement process. In the provision of
public transport services in Jakarta, PTA governs the services to the operators
through the contract of public transport subsidies. This activity also involves some
actors as companies who stand the procurement process and public transport
operators. Therefore, needs the role of organization with responsibility to provide
and manage the ticketing system. Based on (Håkansson, H. & Snehota, I., 1995),
A network is built up by three, to each other, related variables; actors, activities
and resources. (Gottfridsson, 2012) defines that actors are those who perform
activities and control resources. Further, The service development process in the
public sector involving at least five actors are policy makers, driving actors,
supporting actors, providers, and users of public transport (Gottfridsson, 2012).
According to this point of view, the process development of ticketing system
requires a relationship between the actors that lead to the integration of resources,
knowledge and experience. Companies can gain access to vital resources and
improve the ability by controlling the resources and activities to achieve the goals.
One of actors involve in the service development process is the policy makers
consisting the element of government i.e. Directorate General of Railways and
Provincial Government of DKI Jakarta who make a policy and sets the financial
frame by granting fund as the public services obligations (PSO) and the
infrastructure facilities of public transportation. Driving actors may be a person
who has ideas that generate for the implementation of a new service, for example;
the ideas of development BRT system come from Mr. Sutiyoso, the governor of
DKI Jakarta province. Then the driving actors require acceptance of the
supporting actors as politician or members of House of Representative. The
69
followed actors are public transport operators as a service providers, as well as
public transport users.
The process of development a new integrated ticketing system needs an
organization that have functions to provide the ticketing systems, managing the
system with integrate the pricing system and media as tickets, and collection of
fee and distribution of revenue. This is can be achieved by developing an
organization as clearing centre and standardized tickets media, fare collection and
system of ticketing to create an integrated ticketing system. This explanation can
be illustrated in the Figure 6.2.
Figure 6. 1. Organizations and Network Relationships
By creating a single organization with purpose to develop a ticketing system will
integrate the ticketing system of different public transport operator. Further, the
companies develop an integrated ticketing system together through this
organization. But we realize that creating a single organization for ticketing
system as implemented in Värmland, Sweden need a sequences process consider
to the condition of public transport system in Jakarta, Indonesia that described in
the table below:
Organization (Ticketing
Provider, Managing the System, and Clearing Centre)
Technical Management Unit (BLU)
TransJakarta Busway
Commuter Train
Jabodetabek (KCJ)
BIMS KB, Sweden
Supplier ATRON, Germany
Värmlandstrafik AB
Karlstad Buss and other
companies in Six County in the
Middle of Sweden
Ticketing System of Public Transport in
Värmland, Sweden
Propose for Developing an Integrated
Ticketing System in Jakarta
70
Table 6. 2. Stage of Implementation Ticketing System of Public Transport in Jakarta, Indonesia and Värmland, Sweden
STAGE OF IMPLEMENTATION TICKETING SYSTEM OF PUBLIC TRANSPORT IN JAKARTA, INDONESIA TICKETING SYSTEM TIME PERIOD DESCRIPTION PROPOSED
TransJakarta Busway :
- Paper Ticket
- Paper ticket and e-ticketing
system called JakCard
Years of 2004 - 2006
Years of 2006 - 2012
- Actors of public transport are
Provincial Government of DKI
Jakarta, PTA, and TransJakarta
Busway.
- E-ticketing system was launched
on 2006 by PT. Bank DKI with
first implemented in corridor 1, 2,
and 3. Currently, the system
operated in corridor 1 – 8 and will
expand to corridor 11.
Several stage to implement an integrated
ticketing system between TransJakarta
Busway and Commuter Train Jabodetabek are:
1) Agreement between two companies that
supporting by Directorate General of
Railway, Ministry of Transportation, and
Public Transport Authority of DKI Jakarta
Province.
2) In general agreement to develop an
integrated ticketing system consist of; data
and information of parties in contract, the
obligations and duties, type and
specification of services i.e. technology of
ticketing system, how to perform and
evaluate the services, and time period.
3) Developing e-ticketing system together
through a procurement process to determine
the company to manage ticketing system i.e.
technology, share the revenue, etc. both
TransJakarta Busway and Commuter Train
Jabodetabek.
4) By creating a single company in developing
a ticketing system is purpose to implement
the same system of ticketing that lead to the
specification of technology, and easier to
evaluate the services.
5) Further, the companies (TransJakarta
Busway and Commuter Train) elaborate to
make an integration facility and
information.
Commuter Train Jabodetabek
- Paper ticket and monthly
card
- Paper ticket and e-ticketing
system called Comet Card
Years of 2000 – January 2012
Since February 2012
- Actors of public transport are
Directorate General of Railway,
Ministry of Transportation and
Commuter Train Jabodetabek.
- Since February 2012, the company
launched Comet Card with
implementation divided into 3
steps; the first step (February-
March 2012) started by replacing
monthly card and implemented in
35 train stations, the second step
(April-June 2012) implemented in
51 train stations, and the third step
started on July 2012 implemented
in whole stations at Jabodetabek
area.
71
Table 6.2. Cont‘d. STAGE OF IMPLEMENTATION TICKETING SYSTEM OF PUBLIC TRANSPORT IN JAKARTA, INDONESIA
TICKETING SYSTEM TIME PERIOD DESCRIPTION PROPOSED
TransJakarta Busway and
Commuter Train Jabodetabek
2012 -
- Each public transport operator has
implemented e-ticketing system
i.e. Comet Card and Jak Card, but
still not integrated.
- Build cooperation between public transport
operator in Jakarta through an agreement to
provide card reader or ticketing machine in
every shelter of TransJakarta Busway and
Commuter Train Jabodetabek.
- This is supposed to increase flexibility of
public transport, whereas the Jak Card
Holder enables to use commuter train and
vice versa. The tariff is according to the
ticket price that implemented by each
public transport operator.
- Further, the public transport operator can
improve to be one card for both public
transport operator i.e. TransJakarta Busway
and Commuter Train Jabodetabek. If
customers use transJakarta busway then
machine or card reader will deduct the
transjakarta tariff as well as Commuter
Train Jabodetabek.
- By a new integrated ticketing system the
public transport operator have possibility to
implement several type of ticket prices as
example in Sweden.
- This is supposed to increase attractiveness
of passengers to use public transport
services.
72
Table 6.2. Cont‘d.
SEVERAL STAGES OF CREATING AN INTEGRATED TICKETING SYSTEM IN JAKARTA, INDONESIA
Government (Central and provincial government) have been consider to make an integrated public transport system in Jakarta, Indonesia. This is can be shown
from the development of public transport facility in Jakarta that started to connected between train station and shelter of TransJakarta Busway, although some of
facility are not yet connected. Further, the system of information need to be developed into an electronically way and easier for passengers to get an information
related the services.
( For the First steps)
* Agreement to provide thedevice with function of card readerin train station and shelter ofTransJakarta Busway.
* The smart card is possible tocharge with subcription/abonemen and cash money forusing the other public transportservices.
The smart card can be
used for TransJakarta Busway and Commuter
Train
Share the Revenue?
Each machine/card reader willdeduct the tariff according to theservices that use by passengersand directly sent to the account ofpublic transport operator throughon their clearing centre.
The machine will deduct the tariffof TransJakarta Busway as IDR3,500 for all zone and IDR 8,000for Commuter Train depend on theroute. The ticket price ofTransJakarta Busway andCommuter Train is still use theflat tariff as explained in Chapter4 page 32 and 37.
73
Table 6.2. Cont‘d.
( Future Planning Public Transport System in Jakarta Based on the Experience of Public Transport in Värmland, Sweden)
( Illustration of Share Revenue Scheme)
Partnerships betweenTransJakarta Buswayand Commuter TrainJabodetabek (KCJ) todevelop the ticketingsystem together.Supporting by Centraland Provincialgovernment.
One Company to provide and
manage ticketing system
* One system of ticketing;
* Single company tomanage the ticketingsystem as well as became aclearing centre;
* This company also haveresponsibility to guaranteethe integrity and technicalstandards of technologyand smart card.
Share the Revenue?
Each machine/cardreader will deduct thetariff according to theservices that use bypassengers and therevenue directly sent tothe account of publictransport operator.
Passenger will charge IDR.
8,500 depend on the route
commuter AC
Passenger will charge IDR.
3,500 For single trip.
At the first implementation phase of an
integrated ticketing system, it‘s only
integrated payment and ticketing
system.
PROPOSED
- Further, the companies can develop
into combined or integrated fare
system.
- Offers the attractive tariff that
described in Chapter 4 related the
ticket price of public transport in
Värmland, Sweden.
Save in Data Base
and then share to
the company
account
74
Table 6.2. Cont‘d.
STAGE OF IMPLEMENTATION TICKETING SYSTEM OF PUBLIC TRANSPORT IN VÄRMLAND, SWEDEN
Public Transport in Värmland,
Sweden i.e. Värmlandstrafik
AB and Karlstad Buss
Years of 1990 - 2010
Since 1990 – 2010 ( Implemented e-ticketing system for Karlstad Buss and Visa Card for Varmlandstrafik AB and at this
time still enable for cash money)
On 2010 – April 2012
Started on 2010 the passengers not allowed to pay using the cash money, and the passengers paid using the smart card and
Turkronor (Karlstad Buss), visa card (Värmlandstrafik AB), and ATM or credit card.
May 2012
Started on May 2012, the public transport operator in Värmland, Sweden i.e. Värmlandstrafik AB and Karlstad Buss have
been developed the ticketing system together, and as the result is implement to use magnetic card. They make a procurement
process together to determine the company who have responsibility to manage the e-ticketing system, and BIMS KB is a
company who stand the procurement process to provide and manage the ticketing system.
Future planning of development an integrated ticketing system: The new system will make an integrated ticketing system
between eight public transport companies in the middle of Sweden i.e. Dalatrafik, Värmlandstrafik, Karlstadsbuss,
Länstrafiken Örebro, Västmanlands länstrafik, Tåg i bergslagen, Upplands Lokaltrafik, and X-trafik. These public transport
companies operate in six regions such as Dalarna County, Värmland County, Örebro County, Västmanland County,
Uppland County, and Södermanland County.
75
Table 6.2. Cont‘d.
PREVIOUS SYSTEM (SHARE THE REVENUE)
Karlstad Buss
In this card passengers canhave:
* Monthly or period cardfor Karlstad Buss.
* Charge with cash moneyfor Värmlandstrafik AB.
How to share the revenue?
-When using KarlstadBuss automatically themachine will deduct thetariff for Monthly orperiod card.
- The single ticket price isconsist of three categoryfor children, young, andadult. Then the singleticket enable for 2 hours.
- The other ticket prices issubcription tickets asexplained in Chapter 4page 45, 46, and 48-50.
Further, when usingVärmlandstrafik AB, themachine will deduct the tarifffrom the cash money. Whichmeans the customer need tocharge again for use theservices, although they have asubscription/period tickets forKarlstad Buss.
76
By using this cardpassengers can be used asmonthly or period card forVärmlandstrafik AB andKarlstad Buss thatexplained in Chapter 4page 45-46. Futher, thesingle trip prices forVärmlandstrafik ABclassified base on the Zoneof services.
How to share the revenue?
When using VärmlandstrafikAB, passengers just shownthe card to the driver as wellas the Karlstad Bussdriver, then the driver willcount manually with pushthe button.
Further, the companywill paid for theircustomers who useKarlstad Buss. And itwas fixed through anagreement betweencompanies.
77
Table 6.2. Cont‘d.
NEW SYSTEM IMPLEMENTED ON MAY 2012 (SHARE THE REVENUE)
The ticketing system of
Värmlandstrafik AB and Karlstad Buss manage by
BIMS KB
How to share therevenue?
* When using KarlstadBuss automatically themachine will deduct thetariff as well as inVärmlandstrafik AB.
* Then the passengerstrips will receives andsave in the data base.
Using data in the database, BIMS KB has aresponsibility to share therevenue to the publictransport operator and stepsby steps this system willdevelop into make anintegrated ticketing systembetween eight publictransport companies in themiddle of Sweden.
78
The system of ticketing in Värmland, Sweden will deduct the tariff depending
on the public transport and passengers‘ trip for urban transportation provided by
Karlstad Buss and regional public transport services by Värmlandstrafik AB.
Further, the SMART CARD can be charged with the deposit or money value and
period card, and then the system will deduct the tariff according to the passengers‘
trip. By using the information from data base make easier for the public transport
operator to calculate how many their customers using the urban and regional
public transport services that can be used as a material to share the revenue. This
situation shown the public transport operator has been worked together to develop
the services as well as the structure organization of BIMS KB mainly from the
participating companies (Local Project Manager) that shown in Figure 5.2.
Figure 6. 2. The Structure Organization of BIMS KB
Based on the experiences of public transport system in Värmland, Sweden
can be learned that is importance to work together in order to provide public
transport services. Each actor in public transports as explain above has a different
role and need to work properly as their functions. In developing a new integrated
ticketing system can be started with make cooperation between public transport
operators, public transport authority, and provider of ticketing system that require
an agreement or contract.
BIMS KB BOARD
TestInformation, sales,
and marketingEducation Installation
Local Project Manager
Config Management
Project Management
79
Based on (Blomqvist, R. et al., 2005) some functions of the contract are to
bind the parties together; to specify the content of the transaction; to provide
evidence of the nature of the agreement and its enforcement; used for
interpretations of aspects that are not obvious. From this definition means that the
contract involves the duties among party and the content of services should be
provided for fulfilled the customer need. This means that contract is not only for
business to business relationship but also to make a relationship with the
customer, although the customer indirectly involves in the contract as the public
transport users. Further, based on (Laing, A.W. & Lian, P.C.S. , 2005), the
characteristics of contract partner partnerships (CPRs) can identified as trust,
closeness and socialization, communication, coordination and customization,
nature of boundaries, nature of secondary relationships, organizational policy,
expertise, formality of selection, and evaluation.
In Sweden the public transport provider selected by a procurement process
that means the public transport authority (PTA) governs the services to the public
transport operators. In the implementation of an integrated ticketing system the
provider of ticketing system also selected by procurement process i.e. BIMS KB
as the companies who won the tendering process of ticketing system for Karlstad
Buss and Värmlandstrafik AB. This process not only consider to the price and
standard of services as well as the experience and expertise of companies.
According to the (Camen, 2011), the contract in public transport services consists
of some information as follows:
a. Data and information of parties in the contract;
b. The obligations and duties between the parties;
c. Type of services will be offered;
d. Specification of public transport services;
e. How to perform and evaluate the services;
f. Environmental issue;
g. The capability and performance of services provider; and
h. Time period of contract.
80
Further, based on the result of interviews with the representative from
Karlstad Buss and Värmlandstrafik AB (2012), related an integrated ticketing
system the first think is important to determine specification of services in the
contract in order to make the system working properly and avoiding the technical
problems at the implementation phase, how to share the revenue, who has the
responsibility to the systems, and penalties if the provider held the services didn‘t
appropriate with the contract.
3. Resources and Knowledge Integration
Some of the barriers faced by the operator to create an integrated ticketing
system are the lack of knowledge and infrastructure facilities, financial and
institutional problems of the complexity of the actors in public transport
(Dirgahayani et al., 2007). Development of an integrated ticketing system needs
high technology that requires specialized knowledge both practical and
implementation phases. This system also requires integration of information and
physical design.
According to Patrik Gottfridsson (2012), the integration of knowledge occurs
with all actors work together and to jointly create a knowledge base to develop the
system. Based on this point-of-view, integration of resources and knowledge may
develop through close cooperation and mutual relations into formal and informal
meetings to generate fresh ideas and the same perspectives. Furthermore,
companies are working together for the integration of information systems and
networks to connect both bus stops and train stations. These companies establish
joint ventures across public transport operators and cell phones providers for
developing mobile ticketing and application information, as well as the
government support to develop a Public-Private Partnership (PPP) to solve the
financial constraints.
81
4. Involving Customer and Front-line Employees
The company develops services based on the customers perceived and
consider to the customers complaints by providing an easier way to extend their
desire and service experiences by using the customer satisfaction survey as a
valuable source of information and basis for developing the services. In order to
develop customer self-service, in house training on the program shall disseminate
to employees first, then to the customer.
This is important because the front-line employees may support to socialize
the program to customer, and representing the image of organizations on day-to-
day operations (Gustafsson & Johnson, 2003). This also needs the human
resources management concept to increase the employees‘ contribution by giving
the certain motivation, carrier development program, and training. Then the
company can develop and deliver services to users by providing a ticket vending
machine at the main shelter and trains stations, mobile ticketing, and information
applications for mobile phone.
82
CHAPTER 7
CONCLUSION AND CONTRIBUTION
A. Conclusion
The development process of a new integrated ticketing system purposes to
increase the public transport passengers and reduce the motorcycles and private
cars users as well as improve the competitiveness and attractiveness of public
transports. This study uses the survey data (2012), deliver a description related the
characteristics and travel behaviour of passenger, also an assessment of ticketing
system that implemented by public transport operator in Jakarta, Indonesia.
Although, on this research focuses on the development process of ticketing system
based on the organizational process, by using a comparative study gave an
assessment to the public transport operator that through an integrated ticketing
system the company has a flexibility to implement the pricing systems, which
means that the ticketing system shown as the way of the public transport operator
to offer the pricing system and the services. An integrated public transport that
shown in Värmland, Sweden described a success story of the company to increase
the competitiveness of public transport services that enable to create a multimode
journey across the operators, flexibility by reducing the cash payment, and
enhance attractiveness using public transports.
By using the case of Värmlandstrafik AB also can be learned and adapted to
improve the public transport system in Jakarta, Indonesia with developing the
self-services and ticketing system to reduce queuing time. In order to develop an
integrated ticketing system, the public transport operator in Jakarta can be started
with make an agreement between TransJakarta Busway and PT. Kereta Api
Commuter Jabodetabek (KCJ) related the ticketing system. This purposed to
determine the ticketing system shall be provided and the organizations as a
ticketing provider and clearing centre.
83
B. Contribution
Some of the contributions of this research are:
1. This study tries to contribute for developing an integrated ticketing system by
providing a description and explanation related the characteristic of
passenger, travel behaviour, and assessment of ticketing system in Jakarta,
Indonesia.
2. To give an illustration process of development and implement a new
integrated ticketing system regarding aspects of management and
organizational process use the case study of public transport system in
Värmland, Sweden as a comparison.
C. Future Research
Realize and consider that this research conducted in limited time and human
resources. Further, the implementation a new integrated ticketing system facing
by several of barrier i.e. complexity of actors in public transport, resources
integration, and financial problem that might be need conducted future research
with consider to the technical aspect related an integrated of physical design and
network between train station and shelter of TransJakarta busway, also an
integrated of information systems i.e. schedules and time table, and other
programs that support to develop a new integrated ticketing system for both
practical and implementation phase.
84
REFERENCES
ALCO, 2012. http://www.alco.eu.com/Twenty-First_Century_Integrated_Ticketing.PDF.
[Online] [Accessed 20 May 2012].
Annual Report of Värmlandstrafik AB, 2011, 2011. Annual Report of
Värmlandstrafik AB, 2011. Karlstad, Sweden.
Association of Regional Transport Authority (SLTF), 1996.
BAPPENAS-JICA, 2002 and 2004. An Integrated Transportation Master Plan
For Jabodetabek Phase 1 and 2. Study. Jakarta.
Bell , E. & Bryman, A., 2003. Business research methods. Hampshire: Oxford
University Press.
Blomqvist, R., Hurmelinna, P. & Seppänen, R., 2005. Playing the collaboration
game right—balancing trust and contracting. Technovation, 25(3), pp.497-
504.
BLU TransJakarta Busway, 2012. www.transjakarta.co.id. [Online] TransJakarta
Busway [Accessed 5 November 2012].
BPS, 2012. Annual Report of Jakarta Province. DKI Jakarta: Provincial of
Statistic Bureau.
Camen, C., 2011. Using Contract to Manage Services, A Study of Contract in
Public Transport, p.46-47. Dissertation. Karlstad, Sweden: Karlstad
University.
Central Bureau of Statistics Indonesia (BPS), 2012. Population of Jabodetabek
Area. Statistics. Jakarta: BPS BPS.
Chilling, A. & Andreas, 2009. managing and organizing. Stockholm: VINNOVA
Stockholm School of Economic.
Dabholkar, P., 1990. How to Improve Perceived Service Quality by Improving
Customer Participation. In B.J. Dunlap, ed. Developments in Marketing
Science. Cullowhee, NC: Academy of Marketing Science. pp.483-87.
Denscombe, 2007. The Good Research Guide. 3rd ed. London: GBR: McGraw-
Hill Open University Press.
85
Directorate General of Bina Marga, 2009. Road and Railway Network in
Jabodetabek. Jakarta: Ministry of Public Work Ministry of Public Work.
Directorate General of Railway, 2007. PSO Contract. Agreement. Jakarta:
Ministry of Transportation, Indonesia.
Dirgahayani, Harata & Ohmori, 2007. Barriers towards Intermodality for Persuing
To-Work Commuters Modal shift to Bus Rapid Transit System in Jakarta,
Indonesia. In International Conference Series on Competition and
Ownership in Land Passengers Transport., 2007.
Edvardsson, B., Tronvoll, B. & Gruber, T. , 2011. ―Expanding understanding of
service exchange andvalue co-creation: a social construction approach‖.
Journal of the Academy of Marketing Science, 39(2), pp.327-39.
Edvardsson, B., 1997. ―Quality in service development: Key concept and frame of
reference‖. Journal Production Economics, 52, pp.31-46.
Edvardsson, B., Gustafsson, A., Johnson, M. & Sanden, B., 2000. New Service
Development and Innovation in the New Economy. Lund, Sweden:
Studentlitteratur.
Edvardsson, B., Gustafsson, A. & Roos, I., 2005. ―Service portraits in service
research : a critical review". International Journal of Service Industry
Management, 16(1), pp.107-21.
Enquist, B., Johnson, M. & Camén, C., 2005. Contractual governance for
sustainable service. Qualitative Research in Accounting & Managemen,
2(1), pp.29-53.
Friman, M. & Fellesson, M., 2009. Service supply and customer satisfaction in
public transportation: The quality paradox. Journal of Public
Transportation, 12, pp.57-69.
Friman, & Garling, T., 2001. Frequency of negative critical incidents and
satisfaction with public transport services. Journal of Retailing and
Consumer Services, II(8), pp.105-14.
Gallouj, F. & Weinstein, O., 1997. Innovation in services. Research Policy, 26,
pp.537-56.
Gottfridsson, P., 2012. "Joint service development – the creations of the
prerequisite for the service development". Managing Service Quality,
22(1), pp.21-37.
86
Gottfridsson, P., 2012. ACTOR ROLES IN SERVICE DEVELOPMENT-An
analysis conducted from a Network Perspective. Karlstad University,
Sweden, pp.1-11.
Gustafsson , A. & Johnson , M.D., 2003. Competing through Services. San
Francisco. CA: Jossey Bass.
Gustafsson, A. & Johnson, M., 2003. Competing in a Service Economy. San
Francisco: Jossey-Bass.
Håkansson, H. & Snehota, I., 1995. Developing Relationships in Business
Networks. International Thomson Business Press, London.
Hensher, D., Stopher, P. & Bullock, P., 2003. Service quality – Developing a
service quality index in the provision of commercial bus contracts.
Transportation Research, A37(6), pp.499-517.
http://anggriawan.web.id/2007/.html & TransJakarta Busway, 2012.
http://anggriawan.web.id/2007/.html. [Online] [Accessed 6 November
2012].
http://vagabundo-suecia.blogspot.se & Wikipedia, 2011. http://vagabundo-
suecia.blogspot.se. [Online] [Accessed 5 November 2011].
http://www.skyscrapercity.com, 2012. http://www.skyscrapercity.com. [Online]
[Accessed 28 September 2012].
Ibrahim, F.M., 2003. Improvement and Integration of a Public Transport System:
the case of Singapore. Elsevier Science Ltd., 20(3), pp.205-16.
Institute for Transportation & Development Policy (ITDP), 2005. Making
TransJakarta a World Class BRT System. Final Recommendation of
ITDP. Jakarta: ITDP.
JICA-PUSWIKA UI , 2000. The Study on Integrated Transportation Master Plan
for Jabodetabek. Study. Jakarta.
Karlstad Buss, 2012. http://www.karlstad.se. [Online] [Accessed 5 November
2012].
KOMPAS, 2011. Feeder TransJakayrta Buswa. daily.
Laing, A.W. & Lian, P.C.S. , 2005. Inter-organisational relationships in
professional services: towards a typology of service relationships. Journal
of Services Marketing, 19(2), pp.114-27.
87
Land Transport Authority (LTA), 2 January 1996. ‘A world class land transport
system’. White Paper presented to Parliament. Singapore.
Land Transport Authority (LTA), 1996-2001. Annual Report LTA, Singapore.
Annual Report. Singapore.
Land Transport Authority (LTA), 2000/2001. Land Transport-Directory of
Singapore. Singapore: LTA-Singapore.
Levinson et al., 2003. Bus Rapid Transit Volume 1: Case Studies in BRT TCRP
Report 90. Transit Cooperation Research Program. Washington DC:
Transportation Research Board.
Lusch, , R.F., Vargo, S.L. & Wessels, G., 2008. Toward a conceptual foundation
for service science: contributions from service-dominant logic. IBM
Systems Journal, 47(1), pp.5-13.
May, A.D., 2004. Singapore: The Development of a World Class Transport
System. Transport Reviews, 24(1), pp.79-101.
Mezghani, 2008. Study on Electronic Ticketing in Public Transport. European
Metropolitan Transport Authorities (EMTA).
Ministry of Home Affairs, 2012. Population of Jabodetabek Area. DKI Jakarta,
Indonesia.
Mishalani, R.G. et al., 2006. Passenger Wait Time Perceptions. Journal of Public
Transportation, 9(2), pp.89-106.
Potter, S. & Skinner, M.J., 2000. On transport integration: a contribution to better
understanding. Futures (Energy and Environment Research Unit, Open
University, Milton Keynes MK7 6AA, UK), 32(3-4), pp.275-87.
Psarros, I., Kepaptsoglou, K.P.D., Karlaftis, M.G.P.D. & Efstathiadis, S., 2011.
Wait Time at Bus Stop : An Empirical Investigation of Passenger
Perception. TRB Annual Meeting 2011. Athens, Greece: National
Technical University of Athens.
PT. Kereta Api Commuter Jabodetabek (KCJ), 2012. www.krl.co.id. [Online]
[Accessed 5 February 2012].
Public Transport Authority of DKI Jakarta Province, 2007. Study of
Implementation Pattern of Transportation Macro Provincial DKI Jakarta.
Research Project. Public Transport Authority of DKI Jakarta Province.
88
Raymond TOH. & Cheong C.C. , 2010. Household Travel Interview Survey from
1997 to 2008, A Decade of Changing Travel Behaviour. Singapore:
Journey, 4, 52-61 LTA Singapore.
Singapore Department of Statistics, 2011. Singapore Population. Statistics.
Singapore.
Singapore Ministry of Transportation (MOT) , 2012.
http://app.mot.gov.sg/Land_Transport/Managing_Road_Use/Vehicle_Ow
nership.aspx. [Online] [Accessed 11 April 2012].
Smith, M. & Clarke, R., 2000. Crime and public transport. In: Tonry M. (ed.),
Crime and justice: A review of research. Chicago: University of Chicago
Press, p.27.
Swanson, J., Ampt, L. & Jones, P., 1997. Measuring bus passenger preferences.
Traffic Engineering and Control, 38, pp.330-36.
Thompson & Walker, L., 1998. Thompson C.B. and Lee Walker B. (1998). Basic
of Research: Qualitative Research. Air Medical Journal Associates, 17(2),
pp.65-70.
Vargo, S.L. & Lusch, R.F., 2008. Service-dominant logic: continuing the
evolution. Journal of the Academy of Marketing Science, 36 (1), pp.1-10.
Värmlandstrafik AB , 2012. Värmlandstrafik AB Future Plan Report, 2012-2014.
Karlstad, Sweden: Värmlandstrafik AB Värmlandstrafik AB.
Varmlandstrafik AB, 2010. Varmlandstrafik AB Annual Report 2010. Karlstad,
Sweden: Varmlandstrafik AB Varmlandstrafik AB.
Värmlandstrafik AB, 2011. Annual Report of Värmlandstrafik AB, 2011. Karlstad,
Sweden: Värmlandstrafik AB Värmlandstrafik AB.
Varmlandstrafik AB, 2012. http://www.varmlandstrafik.se. [Online] [Accessed 6
November 2012].
Yin, R.K., 2003. Case Study Research: Design and Methods. 3rd ed. California,
USA: Sage Publications.
89
INTERVIEWS
Mr. Johny Albenius, the representative of Värmlandstrafik AB and BIMS KB,
Sweden.
Mrs. Eva Lotte Fermings, the representative of Karlstad Buss, Sweden.
Mr. Anders Dyberg, the representative of Karlstad Buss, Sweden.
90
APPENDIX
91
Questionnaire - Commuter Train JABODETABEK Survey
Universitas Gadjah Mada Karlstad University
1. Gender:
□ Male □ Female
2. What is your age: ……………years old
3. What is your occupation?
□ Student
□ Civil Servant
□ Private Employees
□ Other:_______________
□ Entrepreneur
4. What type of class that you use?
□ Commuter Economy Non AC □ Commuter - AC
5. What is your purpose for travelling?
□ Go to home
□ Business personal
□ Workplace
□ Other:_______________
□ School
6. What is type of tickets which you use?
□ One trip ticket
(paper ticket)
□ Monthly ticket
(e-ticketing)
□ Other:_____________
7. How long you are waiting for buy ticket normally or last time? Maybe exact
time………………minute.
8. How often you are using commuter train in a week? Maybe exact.....................times.
9. What others public transport mode which you use?
□ TransJakarta
Busway
□ Paratransit transport
□ City Bus
□ Other:_____________
10. Do you use private car and commuter train on your daily travel normally or how often?
□ Commuter train and
motorcycle
□ Commuter train and car
□ Other:_____________
□ No, I didn‘t use private car
11. Do you have mobile phone?
□ Yes □ No □ Type:_____________
12. Please, check list what card types which do you have?
□ Credit Card □ ATM Card □ Other:_____________
Thank you for your valuable time and input! ☺ Name Surveyor:
Date/Time of Survey:
Survey Location:
APPENDIX 1 – QUESTIONNAIRE FORM
92
Questionnaire – TransJakarta Busway Survey
Universitas Gadjah Mada Karlstad University
1. Gender:
□ Male □ Female
2. What is your age:……………years old
3. What is your occupation?
□ Student
□ Civil Servant
□ Private Employees
□ Other:_______________
□ Entrepreneur
4. What is your purpose for travelling?
□ Go to home
□ Business personal
□ Workplace
□ Other:_______________
□ School
5. What is type of tickets which you use?
□ One trip ticket □ e-ticketing ticket □ Other:_____________
6. How long you are waiting for buy ticket normally or last time? Maybe exact
time………………minute.
7. How long you are waiting before enters the bus normally or last time? Maybe exact
time………………minute.
8. How often you are using TransJakarta busway in a week? Maybe exact....................times.
9. What others public transport mode which you use?
□ Commuter Train
□ Paratransit transport
□ City Bus
□ Other:_____________
10. Do you use private car and TransJakarta busway on your daily travel normally or how
often?
□ Motorcycle and
TransJakarta
busway
□ Car and TransJakarta
busway
□ Other:_____________
□ No, I didn‘t use private car
11. Do you have mobile phone?
□ Yes □ No □ Type:_____________
12. Please, check list what card types which do you have?
□ Credit Card □ ATM Card □ Other:_____________
Thank you for your valuable time and input! ☺ Name Surveyor:
Date/Time of Survey:
Survey Location:
APPENDIX 1 – QUESTIONNAIRE FORM
93
Questionnaire - Commuter Train JABODETABEK Survey
Universitas Gadjah Mada Karlstad University
1. Nama : ……………………………………..(boleh tidak diisi)
2. Usia saat ini : …………..… tahun
3. Jenis Kelamin : □ Laki-laki □ Perempuan
4. Apa pekerjaan anda saat ini?
□ Pelajar/Mahasiswa
□ PNS
□ Pegawai Swasta
□ Lainnya : ………………
□ Wiraswasta
□ Tidak bekerja
5. Apa jenis layanan kereta api yang anda gunakan?
□ KRL Ekonomi - Non AC □ KRL/Commuter Line - AC
6. Apa tujuan perjalanan anda?
□ Pulang ke rumah
□ Belanja/Wisata
□ Tempat bekerja
□ Lainnya : ……………...
□ Sekolah/Universitas
7. Jenis tiket apakah yang anda gunakan?
□ Tiket sekali
perjalanan
□ Tiket bulanan
(Kartu Commet)
□ Lainnya : ……………...
8. Berapa lama waktu anda mengantri pada saat terakhir kali atau biasanya membeli tiket?
Kemungkinan ………………menit.
9. Berapa kali dalam seminggu anda menggunakan layanan jasa kereta api KRL: ……..kali.
10. Apakah jenis angkutan umum lainnya yang anda gunakan setiap harinya?
□ TransJakarta
Busway
□ Angkutan kota/Mikrolet
□ Bus kota
□ Kopaja/Metro Mini
□ Lainnya : ……………...
11. Apakah anda biasanya atau terkadang menggunakan kereta api KRL dan kendaraan
pribadi ke tempat tujuan anda?
□ Sepeda motor dan
kereta api KRL
□ Mobil dan kereta api
KRL
□ Saya hanya mengunakan
kereta api KRL
12. Apakah anda memiliki hand phone?
□ Ya □ Tidak □ Jenis/Type:____________
13. Silahkan beri tanda atau centang jenis kartu yang anda miliki?
□ Kartu Kredit □ Kartu ATM □ Lainnya : ……………...
Terima kasih atas waktu dan masukan Anda! ☺ Nama Surveyor:
Tanggal/Waktu Survei:
Lokasi Survei:
APPENDIX 1 – QUESTIONNAIRE FORM
94
Questionnaire – TransJakarta Busway Survey
Universitas Gadjah Mada Karlstad University
1. Nama : ……………………………………..(boleh tidak diisi)
2. Usia saat ini : …………..… tahun
3. Jenis Kelamin : □ Laki-laki □ Perempuan
4. Apa pekerjaan anda saat ini?
□ Pelajar/Mahasiswa
□ Pegawai Negeri
□ Pegawai Swasta
□ Lainnya : ………………
□ Wiraswasta
□ Tidak bekerja
5. Apa tujuan perjalanan anda?
□ Pulang ke rumah
□ Belanja/Wisata
□ Tempat bekerja
□ Lainnya : ……………...
□ Sekolah/Universitas
6. Jenis tiket apakah yang anda gunakan?
□ Tiket sekali
perjalanan
□ Jak-Card
(e-ticketing)
□ Lainnya : ……………...
7. Berapa lama waktu anda mengantri pada saat terakhir kali atau biasanya membeli tiket?
Kemungkinan ………………menit.
8. Berapa lama waktu anda mengantri pada saat terakhir kali atau biasanya sebelum masuk
ke busway setelah anda membeli tiket? Kemungkinan ………………menit.
9. Berapa kali dalam seminggu anda menggunakan TransJakarta busway : ………….kali.
10. Apakah jenis angkutan umum lainnya yang anda gunakan setiap harinya?
□ Kereta Api KRL
Jabodetabek
□ Angkutan kota/Mikrolet
□ Bus kota
□ Kopaja/Metro Mini
□ Lainnya : ……………...
11. Apakah anda biasanya atau terkadang menggunakan TransJakarta busway dan kendaraan
pribadi ke tempat tujuan anda?
□ Sepeda motor dan
TransJakarta busway
□ Mobil dan TransJakarta
busway
□ Saya hanya mengunakan
TransJakarta busway
12. Apakah anda memiliki hand phone?
□ Ya □ Tidak □ Jenis/Type:____________
13. Silahkan beri tanda atau centang jenis kartu yang anda miliki?
□ Kartu Kredit □ Kartu ATM □ Lainnya : ……………...
Terima kasih atas waktu dan masukan Anda! ☺
Nama Surveyor:
Tanggal/Waktu Survei:
Lokasi Survei:
APPENDIX 1 – QUESTIONNAIRE FORM
95
APPENDIX 2 – MAP OF ROUTE TRANSJAKARTA BUSWAY, COMMUTER TRAIN, AND PLANNING OF MRT
Sources: (http://www.skyscrapercity.com, 2012)