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Implementation of Health Protocol of Pandemic Covid 19 and Its Impact on Passengers’ Satisfaction; A Study on Indonesia Transportation Customer
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Transjakarta is the first Bus Rapid Transit (BRT) transportation system in Southeast Asia and South Asia, with the longest line (208 kilometers) in the world. Transjakarta is designed as a mode of mass transportation to support the busy activities of the capital city with the longest track in the world (251.2 km), and 260 bus stops spread across 13 corridors. As for the operation at the Bogor Raya flyover stop, there is still a lack of protocol implementation, including the unavailability of a Health post completed with medical personnel around the bus stop. The purpose of this study was to determine the optimization of the implementation of Health protocols on service quality which is assumed to have an impact on passenger satisfaction. The population in this study were people who had ever used and or ones who were using Transjakarta facilities at the Bogor fly over highway bus stop. The sample size used was 230 respondents using the Non-Probability Sampling method with the type of Purposive Sampling. The results of this study confirm that the implementation of Health protocols has a positive and significant effect on passenger satisfaction, service quality has a positive and significant effect on passenger satisfaction, the application of Health protocols has a positive and significant effect on service quality and service quality has a positive and significant effect in mediating the implementation of health protocols on passenger satisfaction.
Edhie Budi Setiawan - Personal Name
Prima Widiyanto - Personal Name
Zaenal Abidin - Personal Name
Dian Artanti Arubusman - Personal Name
Deni Lukman Mustafa - Personal Name
Prima Widiyanto - Personal Name
Zaenal Abidin - Personal Name
Dian Artanti Arubusman - Personal Name
Deni Lukman Mustafa - Personal Name
2352-5398
NONE
electronic file
English
Advances in Social Science, Education and Humanities Research
2022
volume 658, 4th Social and Humanities Research Symposium (SoRes 2021)
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