Mohammad Mi'radj Isnaini, ST., MT., Ph.D.
Public transportation that has been made in order to increase the use of public transportation in DKI Jakarta is Mass Rapid Transportation (MRT) Jakarta. According to the Provincial Regulation of the Special Region of the Jakarta Capital Region Number 3 of 2008, MRT is a mass transportation based on road rails that utilize special lines. Broadly speaking, the procedure for improving the quality of Jakarta MRT services is divided into two scope, namely the scope of the fulfillment of the standard that has been given by the government and the scope of the fulfillment of the satisfaction or handling of passengers. In the fulfillment of the standards provided by the Government, Jakarta MRT operates by following the quality standards provided by regional government in the DKI Jakarta Provincial Governor Regulation concerning Minimum Transport Minimum Service Standards with Railway Moda Raya Integrated / 6 Mass Rapid Transit and Light Railway / Light Rail transit. While for quality improvement with the main purpose of increasing customer satisfaction, Jakarta MRT using entering in the form of complaints provided by passengers is divided into two types, namely the offline form contained at the MRT station and online complaints obtained from the Jakarta MRT social media. This declaring improvement in the quality of MRT services is one part prioritized to maintain the quality of comfort of offenses.
Identification of the appropriate quality dimensions to conduct the quality of the public transportation services MRT Jakarta, Average Utility Values ​​every criteria and overall of the quality of public transportation services MRT Jakarta, the criteria for the quality of public transportation services that need to be repaired and prioritized in improvement efforts Quality of Public Transportation Services MRT Jakarta.
The offline form contained at the station is no longer used because the quantity of the use of the form assessed by the Jakarta MRT is not in accordance with the diche target and the procedure for improving the quality of the Jakarta MRT service is a reports of reports of passenger complaints still being not good at producing effective solutions .