Schedule Reliability as the Decisive Factor in ΒRT Ridership: A Multi-Criteria Prioritization Using CSI-IPA-PGCV in Batam City

Aulia Agung Dermawan; Hery Sunarsono; Jorvick Steve

doi:10.48084/etasr.18320

Authors

Aulia Agung Dermawan Engineering Management Department, Faculty of Engineering and Technology, Institut Teknologi Batam, Malaysia | Faculty of Engineering Technology, Universiti Tun Hussein Onn Malaysia, Pagoh Higher Education Hub, Pagoh, Malaysia
Hery Sunarsono Engineering Management Department, Faculty of Engineering and Technology, Institut Teknologi Batam, Malaysia
Jorvick Steve Engineering Management Department, Faculty of Engineering and Technology, Institut Teknologi Batam, Malaysia

Volume: 16 | Issue: 3 | Pages: 36490-36496 | June 2026 | https://doi.org/10.48084/etasr.18320

Received: 22 February 2026 | Revised: 15 March 2026, 28 March 2026, and 20 April 2026 | Accepted: 30 April 2026 | Online: 6 June 2026

Corresponding author: Hery Sunarsono

Abstract

The Bus Rapid Transit (BRT) system in Batam City is underused due to persistent service quality failures, including unreliable schedules, inadequate infrastructure, and passenger discomfort. This study evaluates user satisfaction and proposes improvement priorities using an integrated framework of the Customer Satisfaction Index (CSI), Importance-Performance Analysis (IPA), and Potential Gain in Customer Value (PGCV). Data from 101 passengers revealed a CSI score of 52.45%, indicating moderate satisfaction, while IPA identified five important deficiencies: cleanliness, station accessibility, number of stops, interior comfort, and punctuality. Schedule unreliability ("waiting time not matching schedule") yields the highest PGCV score (12.14) and is the decisive factor for intervention. This study provides a replicable decision-support framework that goes beyond diagnosis to prioritized action, offering empirical evidence for BRT systems in developing cities.

Keywords:

trans bus Batam, service quality, customer satisfaction index, importance performance analysis, potential gain in customer value

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