Proceedings of the International Conference on Public Organization (ICONPO 2021)

Measuring Public Perceptions of Transportation Services in Indonesia’s City through Social Media

Authors
Ridho Al-Hamdi1, *, Shih-Nung Chen2, Aulia Nur Kasiwi1, Achmad Nurmandi1, Yong-Kok Tan2, Halimah Abdul Manaf3
1Department of Government Affairs and Administration, Universitas Muhammadiyah Yogyakarta, Yogyakarta, Indonesia
2Department of Information Communication, Asia University, Taichung, Taiwan
3School of Government, Universiti Utara Malaysia, Kedah, Malaysia
*Corresponding author. Email: author@example.com (Alt+C)
Corresponding Author
Ridho Al-Hamdi
Available Online 1 March 2022.
DOI
https://doi.org/10.2991/aebmr.k.220209.032How to use a DOI?
Keywords
public transportation; perception; service; social media; bus; train
Abstract

This paper examines public perceptions of transportation services in Indonesia’s big city through social media such as news channels, social networking sites, Facebook, and Twitter. The objectives are twofold: first, extract the pros and cons of public perceptions through mainly social media; second, such perception can be useful inputs for the government to provide a better service for society. This qualitative research applies five SERVQUAL indicators to analyze transportation services with two opposing perceptions: positive and negative. The five indicators are tangibles, reliability, responsiveness, assurance, and empathy. The finding demonstrates that most people deliver positive perceptions rather than negative complaints. The wordclouds analysis supports this thesis. The majority of public comments always mention these words: friendly, easy, safety, cheap, complete, good, rapid, and clean. Nonetheless, some protests still exist because the words “jam, accident, not maintained well, and lack of punctuality,” are discovered. In addition to positive inputs, negative inputs can be utilized by the government to improve service quality.

Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the International Conference on Public Organization (ICONPO 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
1 March 2022
ISBN
978-94-6239-544-2
ISSN
2352-5428
DOI
https://doi.org/10.2991/aebmr.k.220209.032How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Ridho Al-Hamdi
AU  - Shih-Nung Chen
AU  - Aulia Nur Kasiwi
AU  - Achmad Nurmandi
AU  - Yong-Kok Tan
AU  - Halimah Abdul Manaf
PY  - 2022
DA  - 2022/03/01
TI  - Measuring Public Perceptions of Transportation Services in Indonesia’s City through Social Media
BT  - Proceedings of the International Conference on Public Organization (ICONPO 2021)
PB  - Atlantis Press
SP  - 248
EP  - 259
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220209.032
DO  - https://doi.org/10.2991/aebmr.k.220209.032
ID  - Al-Hamdi2022
ER  -