{"id":"https://openalex.org/W2982208048","doi":"https://doi.org/10.1109/icite.2019.8880229","title":"Service Quality Analysis of Bus Rapid Transit : A Case in Semarang, Indonesia","display_name":"Service Quality Analysis of Bus Rapid Transit : A Case in Semarang, Indonesia","publication_year":2019,"publication_date":"2019-09-01","ids":{"openalex":"https://openalex.org/W2982208048","doi":"https://doi.org/10.1109/icite.2019.8880229","mag":"2982208048"},"language":"en","primary_location":{"id":"doi:10.1109/icite.2019.8880229","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icite.2019.8880229","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 4th International Conference on Intelligent Transportation Engineering (ICITE)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5038270930","display_name":"M. Mujiya Ulkhaq","orcid":"https://orcid.org/0000-0002-9553-5846"},"institutions":[{"id":"https://openalex.org/I11855966","display_name":"Diponegoro University","ror":"https://ror.org/056bjta22","country_code":"ID","type":"education","lineage":["https://openalex.org/I11855966"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"M. Mujiya Ulkhaq","raw_affiliation_strings":["Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia","institution_ids":["https://openalex.org/I11855966"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048915955","display_name":"Avinda J. Ardiani","orcid":null},"institutions":[{"id":"https://openalex.org/I11855966","display_name":"Diponegoro University","ror":"https://ror.org/056bjta22","country_code":"ID","type":"education","lineage":["https://openalex.org/I11855966"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Avinda J. Ardiani","raw_affiliation_strings":["Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia","institution_ids":["https://openalex.org/I11855966"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5056520518","display_name":"Miftahul Farhan","orcid":null},"institutions":[{"id":"https://openalex.org/I11855966","display_name":"Diponegoro University","ror":"https://ror.org/056bjta22","country_code":"ID","type":"education","lineage":["https://openalex.org/I11855966"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Miftahul Farhan","raw_affiliation_strings":["Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia","institution_ids":["https://openalex.org/I11855966"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5091008230","display_name":"Raka P. Bagja","orcid":null},"institutions":[{"id":"https://openalex.org/I11855966","display_name":"Diponegoro University","ror":"https://ror.org/056bjta22","country_code":"ID","type":"education","lineage":["https://openalex.org/I11855966"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Raka P. Bagja","raw_affiliation_strings":["Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia","institution_ids":["https://openalex.org/I11855966"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5001851170","display_name":"Rama Zafran Hanif","orcid":null},"institutions":[{"id":"https://openalex.org/I11855966","display_name":"Diponegoro University","ror":"https://ror.org/056bjta22","country_code":"ID","type":"education","lineage":["https://openalex.org/I11855966"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Rama Z. Hanif","raw_affiliation_strings":["Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Diponegoro University, Semarang, Indonesia","institution_ids":["https://openalex.org/I11855966"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I11855966"],"apc_list":null,"apc_paid":null,"fwci":1.9781,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.87536877,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"6","last_page":"10"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.9724000096321106,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10698","display_name":"Transportation Planning and Optimization","score":0.95660001039505,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/punctuality","display_name":"Punctuality","score":0.9483635425567627},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8129943609237671},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.7535630464553833},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.6501204967498779},{"id":"https://openalex.org/keywords/public-transport","display_name":"Public transport","score":0.6311210989952087},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5658453702926636},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5452755689620972},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5354554653167725},{"id":"https://openalex.org/keywords/bus-rapid-transit","display_name":"Bus rapid transit","score":0.5153900384902954},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.4840683043003082},{"id":"https://openalex.org/keywords/transport-engineering","display_name":"Transport engineering","score":0.4688974916934967},{"id":"https://openalex.org/keywords/taxis","display_name":"Taxis","score":0.44171980023384094},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.4387325942516327},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.4360868036746979},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4227559566497803},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4132902920246124},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.39121174812316895},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.38411659002304077},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3700435161590576},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.33544906973838806},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.16688916087150574},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.163425475358963},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.1271681785583496}],"concepts":[{"id":"https://openalex.org/C2779548549","wikidata":"https://www.wikidata.org/wiki/Q153487","display_name":"Punctuality","level":2,"score":0.9483635425567627},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8129943609237671},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7535630464553833},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6501204967498779},{"id":"https://openalex.org/C539828613","wikidata":"https://www.wikidata.org/wiki/Q178512","display_name":"Public transport","level":2,"score":0.6311210989952087},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5658453702926636},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5452755689620972},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5354554653167725},{"id":"https://openalex.org/C2779697334","wikidata":"https://www.wikidata.org/wiki/Q2878855","display_name":"Bus rapid transit","level":3,"score":0.5153900384902954},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4840683043003082},{"id":"https://openalex.org/C22212356","wikidata":"https://www.wikidata.org/wiki/Q775325","display_name":"Transport engineering","level":1,"score":0.4688974916934967},{"id":"https://openalex.org/C183373512","wikidata":"https://www.wikidata.org/wiki/Q949618","display_name":"Taxis","level":2,"score":0.44171980023384094},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.4387325942516327},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.4360868036746979},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4227559566497803},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4132902920246124},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.39121174812316895},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.38411659002304077},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3700435161590576},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.33544906973838806},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.16688916087150574},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.163425475358963},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.1271681785583496},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1109/icite.2019.8880229","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icite.2019.8880229","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 4th International Conference on Intelligent Transportation Engineering (ICITE)","raw_type":"proceedings-article"},{"id":"pmh:oai:iris.unibs.it:11379/563948","is_oa":false,"landing_page_url":"http://hdl.handle.net/11379/563948","pdf_url":null,"source":{"id":"https://openalex.org/S4306400804","display_name":"Institutional Research Information System (Universit\u00e0 degli Studi di Brescia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I66752286","host_organization_name":"University of Milano-Bicocca","host_organization_lineage":["https://openalex.org/I66752286"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/conferenceObject"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W595731196","https://openalex.org/W1490290551","https://openalex.org/W1534871722","https://openalex.org/W1689771227","https://openalex.org/W2018193293","https://openalex.org/W2025334717","https://openalex.org/W2026368098","https://openalex.org/W2045159425","https://openalex.org/W2058093441","https://openalex.org/W2060041770","https://openalex.org/W2062228572","https://openalex.org/W2064019311","https://openalex.org/W2065547412","https://openalex.org/W2074448469","https://openalex.org/W2159306398","https://openalex.org/W2263227826","https://openalex.org/W2272778034","https://openalex.org/W2282378995","https://openalex.org/W2402190689","https://openalex.org/W2470608735","https://openalex.org/W2499446748","https://openalex.org/W2623927875","https://openalex.org/W2767251183","https://openalex.org/W2790044333","https://openalex.org/W4240969601","https://openalex.org/W4250558122","https://openalex.org/W4285719527","https://openalex.org/W6637362001","https://openalex.org/W6694366982","https://openalex.org/W6695620899"],"related_works":["https://openalex.org/W2001499172","https://openalex.org/W641722571","https://openalex.org/W2046209455","https://openalex.org/W2151003739","https://openalex.org/W2090489976","https://openalex.org/W1597391491","https://openalex.org/W2184080375","https://openalex.org/W155669609","https://openalex.org/W2009094628","https://openalex.org/W2368828286"],"abstract_inverted_index":{"Public":[0],"transportation":[1,10],"is":[2,43],"considered":[3,109],"to":[4,7,46,54,61,111,133,138,154],"be":[5,134],"able":[6],"handle":[8],"several":[9,31],"problems,":[11,32],"such":[12,33,52],"as":[13,34,104,147],"traffic":[14],"congestion":[15],"and":[16,37,86,97],"environmental":[17],"impacts.":[18],"However,":[19],"public":[20],"transport":[21],"bus":[22,67],"service,":[23],"especially":[24],"in":[25,123],"the":[26,48,63,71,100,113,116,140,143,151],"developing":[27],"countries":[28],"are":[29,108,145],"facing":[30],"safety,":[35],"reliability,":[36,83],"punctuality.":[38],"In":[39],"this":[40],"sense,":[41],"there":[42],"a":[44],"need":[45,132],"improve":[47,112,139],"service":[49,53,64,101,144,152],"quality":[50,65,141],"of":[51,66,78,115,142],"achieve":[55,155],"customer":[56,156],"satisfaction.":[57,157],"This":[58],"study":[59,120],"aims":[60],"assess":[62],"rapid":[68],"transit":[69],"using":[70],"well-known":[72],"SERVQUAL":[73,76],"instrument.":[74],"The":[75,88,126],"comprises":[77],"five":[79],"dimensions,":[80],"i.e.,":[81],"tangibles,":[82],"responsiveness,":[84],"assurance,":[85],"empathy.":[87],"instrument":[89],"was":[90,121],"used":[91],"since":[92],"it":[93,148],"provides":[94],"customers'":[95],"expectations":[96],"perceptions":[98],"toward":[99],"being":[102],"offered":[103],"understanding":[105],"those":[106],"aspects":[107],"vital":[110],"performance":[114],"service.":[117],"A":[118],"case":[119],"conducted":[122],"Semarang,":[124],"Indonesia.":[125],"results":[127],"showed":[128],"that":[129],"all":[130],"dimensions":[131],"improved.":[135],"Several":[136],"recommendations":[137],"provided":[146],"can":[149],"help":[150],"provider":[153]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":3}],"updated_date":"2026-07-02T09:51:11.867554","created_date":"2019-11-01T00:00:00"}