Study of Passenger Expectations on Public Transportation Service in the City of Martapura

In order to improve the public transportation service in the city of Martapura, the expectations from the side of the users are required to know. These factors are essential because a good public transportation service according to the passenger expectations will encourage the users to utilize more public transportation. Therefore, this study has goals to understand the factors of choosing public transportation (minibus) from the user expectations, to investigate the lack of the service and performance of the existing public transportation and to find a solution of improving public transportation service in the city of Martapura. Partial Least Square (PLS) method was employed to perform data analysis of a questionnaire survey from the passengers. The study demonstrates that the most important factors expected by the passengers are schedule and waiting time, fare system, safety, environmental impact, mode’s integration and connection, driver attitude, vehicle performance and capacity, access and performance of the bus stops, passenger comfort and information.