Public Transport Accessibility, Service Quality, and Commuter Satisfaction: A Comparative Qualitative Study of Indonesian Medium-Sized Cities
DOI:
https://doi.org/10.61978/logistica.v4i1.1742Keywords:
public transport accessibility, service quality, commuter satisfaction, first- and last-mile connectivity, sustainable urban mobility, Indonesian medium-sized citiesAbstract
Public transport is essential for sustainable urban mobility, yet its effectiveness depends on both physical accessibility and service quality. This study examines how accessibility influences commuter satisfaction in Indonesian medium-sized cities, focusing on the mediating role of service quality. Using a qualitative descriptive approach with a comparative multiple-case design, semi-structured interviews were conducted with fourteen public transport users of varying ages, occupations, and travel frequencies, and analyzed through thematic coding with cross-case comparison. Findings show that accessibility is multidimensional, covering network coverage, walking distance, first- and last-mile connectivity, route integration, frequency, operating hours, affordability, information, and infrastructure for vulnerable users. Accessibility was rated higher in central areas than peripheral ones due to weaker feeder connections. Service quality—particularly reliability, punctuality, comfort, safety, and staff assistance—strongly shaped satisfaction, with first- and last-mile conditions influencing overall travel experience. Priorities differed across commuter groups, with students valuing affordability, workers valuing reliability, shift workers needing extended hours, and older adults needing accessible infrastructure. The study concludes that satisfaction results from the interaction between accessibility and service quality, not accessibility alone. It recommends improving reliability, feeder integration, real-time information, pedestrian infrastructure, and inclusive policies to strengthen public transport planning in Indonesian medium-sized cities.
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