SEARCH WITHIN CONTENT
Citation Information : Transport Problems. Volume 15, Issue 4, Part 1, Pages 69-82, DOI: https://doi.org/10.21307/tp-2020-049
License : (Transfer of Copyright)
Received Date : 29-June-2019 / Accepted: 24-November-2020 / Published Online: 31-December-2020
The presence of sidewalks is very important to support the safety, comfortability, and activities of pedestrians in CBD (Central Business District). Therefore, this study was conducted to analyze the service quality of the pedestrian lanes in two CBDs of Banda Aceh City using the Importance-Performance Analysis (IPA) method. The results showed most of the service quality variables of the sidewalks are in quadrant A (concentrate here), followed by C (low priority), D (possible over-skill), and B (keep up the good work). This means the qualities of the sidewalk services need to be improved to ensure their performances are in line with pedestrians’ expectations. This is necessary because most of the width and height of these sidewalks were found through field investigation not to meet government standards, whereas several obstacles were also discovered such as the presence of traders, merchandises, and parked vehicles, as well as the lack of seating facilities and disability lanes. These violations are part of the problems in many cities of Indonesia and other developing countries and are due to the lack of public awareness and supervision by the authorities. Therefore, further improvement is recommended to realize the expected pedestrian path.
1. Vasantha, W. & Sunanda, D. Evaluation of pedestrians’ sidewalk behavior in developing countries. In: World Conference on Transport Research – WCTR. Shanghai. 2017. P. 4068-4078.
2. Festa, D.C. & Forciniti, C. Attitude towards bike use in rende, a small town in south Italy. Sustainability. 2019. Vol. 11. No. 9. P. 1-15.
3. Bunevska Talevska, J. & Malenkovska Todorova, M. Contribution to sidewalks pedestrian level of service analysis. Transport Problems. 2012. Vol. 7. No. 3. P. 5-13.
4. Rajat, R. Ilango, T. & Satish, C. Design implications of walking speed for pedestrian facilities. Journal of Transportation Engineering. 2011. Vol. 137. No. 10. P. 687-696.
5. Makarova, I. & Khabibullin, R. & Pashkevich, A. & Shubenkova, K. Modeling as a method to improve road safety during mass events. Transportation Research Procedia. 2017. Vol. 20. P. 430 – 435.
6. Said, M. & Abou-Zeid, M. & Kaysi, I. Modeling satisfaction with the walking environment: the case of an urban university neighborhood in a developing country. Journal of Urban Planning and Development. 2017. Vol. 143. No. 1. P. 1-10.
7. Wang, W. & Li, P. & Wang, W. & Namgung, M. Exploring determinants of pedestrians’ satisfaction with sidewalk environments: case study in Korea. Journal of Urban Planning and Development. 2012. Vol. 138. No.2. P. 166-172.
8. Bellizzi, M.G.L. & Forcinity, C. Segregation vs interaction in the walkways: an analysis of pedestrians' perceptions. Research in Transportation Business and Management. 2019. 33. P. 1-11. Article number 100410. DOI: 10.1016/j.rtbm.2019.100410.
9. Zeithaml, V.A. & Bitner, M.J. Services Marketing: Integrating Customer Focus Across the Firm. Third Edition. New York: McGraw-Hill. 2003. 668 p.
10. Choi, T.Y. & Chu, R. Determinants of hotel guests’ satisfaction and repeat patronage in the Hongkong hotel industry. International Journal of Hospitality Management. 2001. Vol. 3. No. 20. P. 277-297.
11. Hansemark, O.C. & Albinson, M. Customer satisfaction and retention: the experiences of individual employees. Journal of Service Theory and Practice. 2004. Vol. 14. No. 1. P. 40-57.
12. Eboli, L. & Mazzulla, G. A new customer satisfaction index for evaluating transit service quality. Journal of Public Transportation. 2009. Vol. 12. No. 3. P. 21-37.
13. Brady, Michael K.J. & Joseph, Jr. Cronin. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing. 2001. Vol. 65. No. 3. P. 34- 9.
14. Faizina, A. & Koesoemawati, D.J. Kriswardhana, W. Tingkat kepuasan penumpang terhadap kualitas pelayanan angkutan perintis Kabupaten Jember. In: Konferensi Nasional Teknik Sipil dan Infrastruktur – I. Jurusan Teknik Sipil Universitas Jember. 2017. P. 31-40. [In Indonesian: Passenger satisfaction with service quality of pioneer transportation of Jember. In: National Conference on Civil Engineering and Infrastructure – I. Department of Civil Engineering. Jember University].
15. Silva, F. & Fernandes, P. Using Importance-Performance Analysis in evaluating higher education: A case study. In: International Conference on Education and Management Technology. Egypt. 2010. P. 121-123.
16. Sampson, S. & Showalter, M. The performance-importance response function: observations and implications. The Service Industries Journal. 1999. Vol. 19. No. 3. P. 1-25.
17. Martilla & J. James, “Importance-Performance Analysis”. Journal of Marketing. 1977. No. 41. P. 77-79.
18. Parasuraman, A. & Zeithaml, V.A. & Berry, L.L. A conceptual model of service quality and its implication for future research. Journal of Marketing. 1985. Vol. 49. No. 4. P. 41-50.
19. Fauziah. Eldina, F. & Syamsidik. Penilaian tingkat resiko bencana tsunami untuk kawasan Kota Banda Aceh. Jurnal Teknik Sipil Unsyiah. 2014. Vol. 3. No. 2. P. 145-156. [In Indonesian: Assessment of the tsunami disaster risk level for the Banda Aceh city area. Civil Engineering Journal Unsyiah].
20. Aghaabbasi, M. & Moeinaddini, M. & Zaly Shah, M. & Asadi-Shekari, Z. A new assessment model to evaluate the microscale sidewalk design factors at the neighbourhood level. Journal of Transportation and Health. 2017. No. 5. P. 97-112.
21. Mutiawati, C. et al. Kinerja Pelayanan Angkutan Umum Jalan Raya. First Edition. Yogyakarta: Deepublish. 2019. 88 p. [In Indonesian: Road Public Transport Performance].
22. Supranto, J. Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta, 2011. 298 p. [In Indonesian: Measuring the Level of Customer Satisfaction for Increasing Market Share].
23. Bivina, G.R. & Parida, M. Modelling perceived pedestrian level of service of sidewalks: a structural equation approach. Transport. Vol. 34. No. 3. P. 339-350.
24. Mardiana, R. & Irawan, R. & Busono, Rr.T. & Ardiansyah, A. The existence of pedestrian in Jakarta. Journal of Architectural Research and Education (JARE). 2019. Vol. 1. No. 1. P. 44-49.
25. Leather, J. & Fabian, H. & Gota, S. & Mejia, A. Walkability and Pedestrian Facilities in Asian Cities State and Issues. Philipines: Asian Development Bank. 2011. 78 p.