The research is particularly relevant as Indonesian cities continue to face rapid urbanization, worsening traffic congestion, and growing demand for safe, comfortable, and environmentally friendly public transportation. Since beginning operations in 2018, the South Sumatra LRT has become one of Indonesia’s landmark rail-based transportation projects outside Java, designed to improve urban mobility while supporting sustainable development goals.
Public Transportation Is More Than Infrastructure
The researchers emphasize that the success of public transportation should not be measured solely by modern trains, stations, or railway infrastructure. Equally important is the quality of service experienced by passengers throughout their journey.
From a public administration perspective, mass transportation is a public service that must provide certainty, safety, convenience, affordability, and accessibility for all citizens. High-quality service is therefore essential to encouraging people to shift from private vehicles to public transportation.
Operational data indicate that South Sumatra LRT ridership increased significantly, rising from approximately 1.59 million passengers in 2022 to more than 4 million passengers in 2024. This growth reflects increasing public confidence in the LRT as an alternative mode of transportation in Palembang.
However, higher passenger numbers do not necessarily indicate perfect service. Users continue to report concerns regarding train punctuality, communication during service disruptions, and integration with other transportation modes.
Eight Indicators Used to Measure Service Quality
The study employed a qualitative descriptive approach, collecting data through in-depth interviews, field observations, and documentation involving LRT management, service staff, and passengers.
Service quality was evaluated using A.S. Moenir’s eight public service indicators, namely:
Simplicity of service
Clarity and certainty
Safety and security
Information openness (transparency)
Efficiency
Affordability
Fairness
Timeliness
These indicators provided a comprehensive framework for assessing how public service transformation has been implemented within South Sumatra LRT operations.
Simple Procedures and Digital Ticketing Improve Passenger Experience
One of the study's key findings is that LRT service procedures are simple and easy for the public to understand.
Passengers can purchase tickets either at ticket counters or through electronic payment systems, making transactions faster and more convenient. Clear service instructions are also available at every station, helping first-time users navigate the system.
The adoption of electronic ticketing has significantly improved service efficiency while reducing queues at ticket counters.
Modern facilities—including air-conditioned waiting rooms, escalators, elevators, CCTV security systems, and parking areas—have also contributed to a more comfortable travel experience.
Safety Receives Positive Evaluation
Safety emerged as one of the South Sumatra LRT's strongest service attributes.
Stations are equipped with CCTV surveillance, security personnel, baggage screening, and operational control systems designed to ensure passenger safety. Clean and well-maintained trains further enhance passengers' sense of security.
Passengers also rated station staff positively, describing them as friendly, communicative, and responsive. Nevertheless, the researchers recommend further staff training, particularly in emergency response, complaint handling, and the effective use of digital service technologies.
Information Transparency Remains a Challenge
Despite these positive developments, the research highlights several areas requiring improvement.
The most significant concern relates to communication during operational disruptions or schedule changes. Information is not always delivered quickly or in real time, leaving some passengers uncertain about departures and expected travel times.
The researchers also note that transparency regarding follow-up actions on public complaints should be strengthened to build greater public trust.
According to the authors, transforming public services is not limited to upgrading physical infrastructure but also requires organizations to establish communication systems that are transparent, responsive, and customer-oriented.
Better Integration with Other Transport Modes Is Needed
Another major finding concerns the limited integration between the LRT and other forms of public transportation.
Many passengers still face difficulties reaching their final destinations because feeder services remain limited. As a result, private vehicles continue to be the preferred transportation option for many residents.
The study also found that LRT ridership is influenced not only by service quality but also by factors such as station accessibility, existing travel habits, and the availability of supporting transportation networks.
To address these challenges, the researchers recommend expanding feeder services, improving multimodal connectivity, and developing Transit-Oriented Development (TOD) areas to encourage greater use of public transportation.
Supporting Sustainable Urban Development
The researchers argue that improving public service quality on the South Sumatra LRT offers benefits far beyond enhancing passenger comfort.
Reliable public transportation can reduce traffic congestion, lower greenhouse gas emissions, improve access to education, healthcare, government services, and business centers, while also strengthening regional economic competitiveness.
Continuous improvements in service quality could position the South Sumatra LRT as a key component of a modern, inclusive, efficient, and environmentally sustainable urban transportation system.
Future priorities include strengthening real-time digital information systems, enhancing staff competencies, conducting continuous service evaluations, and improving multimodal transportation integration to encourage more residents to switch from private vehicles to public transit.
Author Profiles
Lishapsari Prihatini is a researcher and academic at STISIPOL Candradimuka, specializing in public administration and public service management.
Femi Asteriniah is a lecturer at STISIPOL Candradimuka whose research focuses on public administration, public service governance, and government policy.
Lisdiana is an academic at STISIPOL Candradimuka with expertise in public service management and bureaucratic reform.
Harliana Binti Halim is a researcher at Universiti Tun Hussein Onn Malaysia (UTHM) specializing in public governance and administrative development.
Octa Arista is an academic in the Master of Public Administration Program at STISIPOL Candradimuka, focusing on public administration and public policy.
Research Source
Title: Transformation of Public Service Quality on South Sumatra Light Rail Transit (LRT) in Supporting Sustainable Public Transportation
Authors: Lishapsari Prihatini, Femi Asteriniah, Lisdiana, Harliana Binti Halim, and Octa Arista
Journal: International Journal of Advanced Scientific Research (IJASR), Vol. 4, No. 7, July 2026
DOI: https://doi.org/10.59890/ijasr.v4i7.282
E-ISSN: 3025-7670
Journal Website: https://nvlmultitechpublisher.my.id/index.php/ijasr/index
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