p–ISSN: 2723 – 6609 e-ISSN: 2745-5254
Vol. 5, No. 12, December 2025 http://jist.publikasiindonesia.id/

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6322

Service Performance of Transjakarta City Bus Public
Transportation System Corridor 1, 3 And 9

Siti Kagiarin1*, Ruchyat Deni Djakapermana2, Arif Wicaksono3

Universitas Pakuan Bogor, Indonesia
Email: [email protected]

*Correspondence
ABSTRACT

Keywords: trans-Jakarta
bus corridor,
transportation service
performance, smart
mobility.

Transjakarta has implemented smart mobility i.e.
information technology (IT) and artificial intelligence (AI),
and therefore this study focuses on discussing the
performance of its smart mobility practices. The
measurement of smart mobility performance in Transjakarta
was carried out using in-depth analysis for each of the
variables such as load factor, travel speed, headway,
frequency, waiting time, service time, and circulation time.
The perception of Transjakarta passengers was collected
using distributed questionnaires in online surveys to obtain
public aspirations for smart mobility service performance
improvement. A total of 434 respondents filled the
questionnaires which were distributed randomly in three bus
corridors. As a result, 261 respondents (60,14%) stated that
the Passenger Information System (PIS) has given accurate
information about the schedule of Transjakarta, while 173
respondents (39,86%) stated otherwise. In conclusion, the
service performance in Transjakarta Corridors 1,3, and 9 can
be categorized as medium when compared to the official
minimum service standard.

Introduction

Development in DKI Jakarta, which has a role and function as a center of economic
activities within the city's internal, regional, and even national scope, has attracted
residents from outside the city of DKI Jakarta (Sari & Afriandini, 2020). One of the
reasons for mobility to and within the DKI Jakarta area is because there are complete and
modern transportation infrastructure facilities such as Trans Jakarta, MRT, LRT, KRL,
Jaklingko microbuses, taxis, and online transportation, thus facilitating activities
(Suprapto, 1988).

City public transportation services such as bus public transportation, rail public
transportation (MRT and LRT), public transportation, and other transits must provide the
best service as much as possible. Currently, the concept of a smart city is developing
(Riawan, 2018). There are six 6 dimensions of smart city implementation in each city,
which can focus on one or several dimensions depending on the characteristics of the city
and the urgency of the city's problems (Ahvenniemi, Huovila, Pinto-Seppä, & Airaksinen,

Service Performance of Transjakarta City Bus Public Transportation System Corridor 1,
3 And 9

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6323

2017). Of the six dimensions of a smart city, this study will focus on one dimension,
namely smart mobility.

One of the modes of public transportation as a form of smart mobility in DKI
Jakarta is public transportation, namely Transjakarta. Urban bus public transportation is
one of the most important and important public services in various cities in the world
(Amien, Said, & Syarkawi, 2022). Transjakarta public transportation helps people to
support activities and mobility to travel so that people can switch from using private
transportation to public transportation. The application of the smart mobility concept (the
concept of applying IT and AI) is: (1) providing real-time information on transportation
schedules and waiting times) (2) payments are integrated with smart cards and
smartphones (3) mobile applications or platforms to provide mobility information (4) the
existence of route information (Harahap & Hasibuan, 2021). The concept of
implementing the use of smart mobility technology requires a technocratic in-depth
analysis of each IT and AI variable (Hariani, Varadila, & Mukhlis, 2023).

In this study, there are two research approaches, namely assessing the performance
of Transjakarta which consists of several variables such as load factor, travel speed,
headway, frequency, circulation time, service time, waiting time, and smart mobility
concept variables comprehensively to determine the performance of Transjakarta public
transportation and its development strategy.

Method

This research was conducted for 11 months from September 2023 to August 2024.
The location of the research as presented in the Figure below is Corridor 1 from Blok M
– Kota, Corridor 9 Pluit – Pinang Ranti, Corridor 3 Kalideres – Monas Via Veteran.

Siti Kagiarin, Ruchyat Deni Djakapermana, Arif Wicaksono

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6324

Data types and data sources

This study uses two types of data, namely primary data and secondary data. The
primary data used in this study included load factor data, travel speed, headway,
frequency, circulation time, service time, and waiting time. Primary data was obtained
from field observation of the distribution of questionnaires to TransJakarta Corridor 1,
Corridor 9, and Corridor 3 users. Secondary data was obtained from the related agencies
the DKI Jakarta Provincial Transportation Office and PT Transjakarta. The determination
of the number of respondents uses the Slovin formula, After being calculated using Slovin
400 respondents were obtained, these 400 respondents were then divided into 3 corridors
that were selected and divided equally. Corridor 1 from Blok M – Kota as many as 135
passengers, Corridor 9 Pluit – Pinang Ranti as many as 135 passengers, Corridor 3
Kalideres – Monas Via Veteran as many as 135 passengers. The distribution of the
questionnaire uses the random sampling method, for the criteria for respondents to answer
the questionnaire, namely the age of 15 – 64 years old and have or often used corridors
1, 9, and 3, the questionnaire is distributed using a Google form link.

Results and Discussion
Analysis of Transjakarta Service Performance Corridor 1, 3 and 9

Transjakarta's performance, which consists of several variables such as load factor,
travel speed, headway, travel time, service time, frequency, waiting time, and the number
of vehicles in operation, can be seen in Table 2. The results of the calculation of each
variable in Table 2 are then compared with the minimum service standards (SPM) set by

Service Performance of Transjakarta City Bus Public Transportation System Corridor 1,
3 And 9

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6325

the Director General of Land Transportation No.SK.687/AJ.206/DRJD/2002 concerning
Technical Guidelines for the Implementation of Public Passenger Transportation in Urban
Areas in Fixed and Regular Routes, Regulation of the Governor of the Special Capital
Region of Jakarta Number 33 of 2017 concerning Minimum Service Standards for
Transjakarta Public Transportation Services, and the World Bank (1986).

Table 1

Performance Standards for the Use of Passenger Public Transportation

It Service Indicators Unit Standards of Identification
Good

3
Keep

2
Less

1
1. 1 Load factor % 100 70 -

100
<70

2. Cycle Time Minute 60-90 91-150 >150

3. 3 Travel speed Km/h 30-50 30 <30

4. 4 Headway Minute < 7 7-15 >15

5. 6 Service Hours Hour <13 13-15 >15

6. 7 Frequency Kend/hou
r

> 6 3-6 < 3

7. 8 Waiting time Minute 1-10 10-20 >20

The weight value using the Likert scale which aims to assess the performance of

Transjakarta public transportation can be measured with good criteria, the weight value
is 16.30-21.00, the medium criterion has a weight value of 11.60 – 16.20, and while the
less criterion can be measured with a weight value of less than 11.60. More details are in
the table below (Dwiryanti & Rakhmatulloh, 2013).

Table 2
Standard weight values of public transportation performance

Criterion Total Weight Value
Good 16,30-21,00
Keep 11,60-16,20
Less <11.60

The level of public transportation service in Transjakarta Corridor 1 Block M-Kota

in the medium category can be seen in Table 4. It can be seen that the load factor service
indicators, cycle times, and travel speed in Corridor 1 Block M-Kota are in the poor
category (Shafira, 2023). As for the headway service indicators, service time, frequency,
and waiting time in Corridor 1 Block M-Kota are in a good category.

Siti Kagiarin, Ruchyat Deni Djakapermana, Arif Wicaksono

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6326

Table 3
Recapitulation of the level of public transportation services in Transjakarta Corridor 1

Block M-Kota

It can be seen in Table 4, that the indicators of load factor services, cycle times, and

travel speed in the 9 Pinang Ranti-Pluit Corridor are included in the lack category. As for
the headway service indicators, service time, frequency, and waiting time on the 9 Pinang
Ranti-Pluit Corridor are in a good category. The use of tables and figures should be
mentioned in the text by mentioning Table 4; Figure 1 onwards.

Table4

Recapitulation of the level of public transportation services in Transjakarta Corridor 9
Pinang Ranti-Pluit

It Service Indicators Valu
e

Unit Assessment Standards Value
acquisiti

on
Goo

d
3

Keep
2

Less
1

1. 1 Load factor 43,50 % 100 70 -
100

<70 1

2. Cycle Time 154,3
3

Minute 60-
90

91-150 >150 1

3. 3 Travel speed 11,5 Km/h 30-
50

30 <30 1

4. 4 Headway 3,05 Minute < 7 7-15 >15 3

5. 6 Service Hours 17 Hour <13 13-15 >15 3

6. 7 Frequency 20 Kend/hou
r

> 6 3-6 < 3 3

7. 8 Waiting time 6-10 Minute 1-10 10-20 >20 3

Total 15
Service performance categories Keep

It Service Indicators Valu
e

Unit Assessment Standards Value
acquisiti

on
Goo

d
3

Keep
2

Less
1

1. 1 Load factor 43,50 % 100 70 -
100

<70 1

2. Cycle Time 232,7 Minute 60-
90

91-150 >150 1

3. 3 Travel speed 17,5 Km/h 30-
50

30 <30 1

4. 4 Headway 4,87 Minute < 7 7-15 >15 3

5. 6 Service Hours 17 Hour <13 13-15 >15 3

Service Performance of Transjakarta City Bus Public Transportation System Corridor 1,
3 And 9

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6327

In Table 5, the load factor and travel speed indicators in Corridor 3 Kalideres-

National Moment Via Veteran are included in the lack category. As for the headway
service indicators, service time, frequency, and waiting time on Corridor 3 Kalideres-
National Monument Via Veteran are in a good category. The cycle time in Corridor 3
Kalideres-National Moment Via Veteran is in the medium category.

Table 5

Recapitulation of the level of public transportation services in Transjakarta Corridor 3
Kalideres-National Monument Via Veteran

The processing of TransJakarta public transportation performance data in Corridor

1 and Corridor 9 resulted in a total score of 15 while Corridor 3 produced a total score of
16. These results indicate that the service conditions in Corridor 1, Corridor 3, and
Corridor 9 are performing moderately because they are at the standard limit used, which
is 11.60-16.20. In Table 6, it can be seen that the cycle time of Corridor 3 is smaller than
the cycle time of Corridor 1 in Table 4 and the cycle time of Corridor 9 in Table 5. This
is interesting because the Corridor 3 route (19 km) is longer than the Corridor 1 route
(12.9 km). This difference is because, on Jl Hayam Wuruk and Jl Gajah Mada Mass Rapid
Transit (MRT), construction activities are being carried out, as a result, there is a

6. 7 Frequency 12 Kend/hou
r

> 6 3-6 < 3 3

7. 8 Waiting time 6-10 Minute 1-10 10-20 >20 3

Total 15
Service performance categories Keep

It Service Indicators Valu
e

Unit Assessment Standards Value
acquisition Goo

d
3

Keep
2

Less
1

1. 1 Load factor 43,50 % 100 70 -
100

<70 1

2. Cycle Time 109,7 Minute 60-
90

91-150 >150 2

3. 3 Travel speed 24 Km/h 30-
50

30 <30 1

4. 4 Headway 6,45 Minute < 7 7-15 >15 3

5. 6 Service Hours 17 Hour <13 13-15 >15 3

6. 7 Frequency 9 Kend/hou
r

> 6 3-6 < 3 3

7. 8 Waiting time 6-10 Minute 1-10 10-20 >20 3

Total 16
Medium

Siti Kagiarin, Ruchyat Deni Djakapermana, Arif Wicaksono

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6328

narrowing of the road and Transjakarta blends with other vehicles so that when other
vehicles stop Transjakarta buses will also stop.

From the analysis of the three Transjakarta corridors carried out, the load factor
value is still 43.50% which still does not meet the Minimum Service Standards (SPM).
Previous research, (Sari & Afriandini, 2020) suggested increasing the number of stops
and diverting transportation routes to routes that are more crowded with passengers.
Meanwhile, research conducted by Muhammad, Heriyanto, & Pratomo (2015), revealed
that one of the causes of the low load factor in Bus Rapid Transit (BRT) transportation is
that the BRT line is still united with city transportation.
Analysis of the use of Smart mobility technology (IT and AI) for Transjakarta
Payments Using Smart Card / QRIS

Literature studies show that the improvement of time efficiency and convenience
for Transjakarta bus transportation service users using the electronic payment system
began to be launched on January 22, 2013. Meanwhile, the implementation of the
electronic payment system has been implemented in all Transjakarta corridors since
February 21, 2016. Before using smart cards, QRIS, or KUE (Electronic Money Cards),
Transjakarta uses a cash payment system with a torn ticket or Tiso as valid proof of
payment.

Ticket transactions by tapping in at the Barrier Gate when entering the bus stop
were implemented at the beginning of the operationalization of the electronic payment
system. On August 17, 2016, customers must also tap out when exiting the bus stop. By
doing Tap Out, Transjakarta gets data about the customer's destination location. Through
vending machines at all Transjakarta Rapid Transit (BRT) Bus stops, passengers can fill
in electronic cards. Payments for electronic card top-ups can be made using QRIS which
is also done when topping up an Electronic Money Card (KUE) or can put cash into a
vending machine.

In addition to being able to pay using an electronic card, Transjakarta passengers
can pay for tickets with QRCode. The use of QRCode will make it easier because
passengers no longer need to carry electronic cards but use electronic devices. In addition,
this method can be a solution when the electronic card is left behind or does not have an
electronic card.
Access To Real-Time Information
Passenger information system

The Passenger Information System (PIS) provides information to public
transportation users regarding the situation and conditions of public transportation
services through visual, sound, or other media. This information may include predictions
of arrival and departure times, as well as information regarding the condition and cause
of the disruption. This study also disseminated questionnaires to Transjakarta users in
corridors 1,9 and 3, this questionnaire aims to find out whether the passenger information
system provides information in real-time.

Service Performance of Transjakarta City Bus Public Transportation System Corridor 1,
3 And 9

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6329

Table 6
Passenger Information System (PIS) at bus stops

After the distribution of the questionnaire to 434 respondents in the Transjakarta
research corridor, it can be concluded that the passenger information system, 261
respondents answered that the passenger information system monitor provides accurate
information, but 173 respondents answered that the monitor provides an inaccurate
Passenger Information System (PIS). The information listed on the PIS is considered by
users to be less convincing information due to the inaccuracy of the arrival time. The
delay in the arrival of the bus fleet also has implications for the inaccuracy of the arrival
time information listed on the Passenger Information System (PIS) which is also
inconsistent with the DKI Jakarta Governor Regulation No. 13 of 2019 where bus arrival
time information must have accurate bus arrival and departure information. At the
research stop, sometimes the passenger information system does not turn on, as a result,
Transjakarta users cannot find out the arrival information of Transjakarta buses in real-
time. According to respondents, the estimated delay of the Transjakarta bus from the
passenger information system is about 1-5 minutes.

Figure 2 Delay in monitor schedule at Transjakarta bus stop

Transjakarta travel support application
There are several applications to support the travel of Transjakarta users. The Tije

application is an application that was first launched in 2021 by PT Transjakarta to try to
improve the quality of its service to maintain the trust of users so that they continue to
use Transjakarta as daily transportation. As reported by the official website, Tije itself is
a modern digital platform with various advanced and simple features that contain

Siti Kagiarin, Ruchyat Deni Djakapermana, Arif Wicaksono

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6330

information about Transjakarta services such as ticket purchases, departure schedules,
route information, bus stop information, and customer service to make it easier for users
to ask questions related to Transjakarta services.

The Moovit app as app offers a public transportation network with GPS navigation
that crosses transit modes indirectly and multiple real-time trip planner subterminals,
including buses, and rapid transit (metro/subway/rapid transit, etc.). Users can access
maps in real-time, and see nearby bus stops and stations based on their current GPS
location, as well as plan traffic trips for non-moving modes of transportation based on
real-time data. The Moovit application provides information such as routes, vehicle types,
estimates, fares, and even the real-time position of public transportation, and estimated
travel time.

Live tracking of the position of Transjakarta buses using Google Maps, the addition
of this feature is an effort made by PT Transport to improve service to users. The real-
time feature on Google Maps allows users to find out when the TransJakarta bus arrives
at the departure stop and arrives at the destination stop. During the trip on the Transjakarta
bus, users can also see the current position on the intended route.

The researcher distributed the questionnaire to the research corridor, namely
corridors 1, 9, and 3, and distributed it randomly to Transjakarta users with the aim of
finding out whether respondents used the application to find out related to the travel route,
the arrival time of the Transjakarta bus in real-time and information related to the nearest
bus stop.

As a result of the distribution of the questionnaire, the majority of Transjakarta users

do not use the application. They prefer to see information listed at the bus stop such as
travel route maps, and Passenger Information System (PIS) monitors/screens to find out
the arrival of the bus, or ask Transjakarta officers or choose to search manually on Google.

Conclusion

From the results of the assessment of the performance of Transjakarta bus services
using variable load factors, travel speed, headway, frequency, waiting time, service time,
and circulation time, it can be concluded that the service performance of corridors 1, 3,
and 9 is in the medium category. The implementation of smart mobility on Transjakarta
Corridor 1, 3, and 9 buses has not been optimal, which indicates that there are still delays

0 50 100 150 200 250 300 350

Aplikasi Tije
Aplikasi Moovit

Live tracking google maps

Penggunaan Aplikasi untuk mendukung
Perjalanan

Tidak Iya

Siti Kagiarin, Ruchyat Deni Djakapermana, Arif Wicaksono

Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2025 6332

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