Published in the Formosa Journal of Science and Technology (FJST), the study examined the Damri airport transportation service operating between Purabaya Terminal and Juanda International Airport in East Java, Indonesia. The findings matter because public transportation systems across growing urban regions continue to face pressure from rising private vehicle ownership and changing passenger expectations.
Damri has long served as one of Indonesia’s most recognized public transport providers, offering affordable airport connections and intercity mobility. Yet despite its established network, the Purabaya–Juanda route has struggled to achieve efficient fleet utilization.
Researchers found that passenger demand has not translated into optimal occupancy levels.
Data reviewed in the study showed that in 2024, the Purabaya Terminal–Juanda Airport route carried 392,862 passengers but recorded a load factor of only 49.33 percent. During January–August 2025, passenger numbers reached 264,900 while load factor increased only slightly to 49.83 percent.
Performance on the return route from Juanda Airport to Purabaya Terminal was substantially lower. Passenger occupancy remained below 5 percent.
Those figures remain far below Indonesia’s ideal public transportation occupancy benchmark of 70 percent.
Why Passenger Experience Became the Focus
Transportation planning is increasingly shaped not only by routes and schedules but also by how users experience the journey.
The Untag Surabaya research team examined whether passengers’ expectations matched actual service performance. The study focused on identifying service gaps and evaluating whether investing in additional passenger facilities would generate measurable benefits.
Instead of relying solely on operational statistics, the researchers gathered user assessments of service quality and compared expectations with real experiences.
To make the evaluation easier to understand, the researchers essentially measured where passengers felt the largest differences between what they expected and what they actually received.
Field observations conducted at the Damri departure point in Purabaya Terminal revealed several operational challenges.
Passengers with late-night or early-morning flights were affected by limited operating hours, as service availability did not fully cover all airport travel times. Ticket purchasing practices were also identified as inconsistent, with some transactions still occurring directly through drivers rather than through a structured counter system.
Four Service Areas Emerged as Top Priorities
The analysis identified several areas where passengers perceived the largest service shortfalls.
The five strongest service gaps were:
- facilities for passengers with disabilities (gap score: -1.74)
- service information availability (-1.63)
- waiting area facilities (-1.63)
- internet connectivity and access (-1.57)
- information related to security disruptions (-1.53)
The larger the negative value, the greater the difference between passenger expectations and actual experience.
Among all variables, accessibility for passengers with disabilities emerged as the most urgent issue.
Further evaluation grouped improvement priorities into four major categories:
- clearer communication regarding security conditions;
- better service information including schedules, fares, and routes;
- improved waiting facilities;
- stronger accessibility support for passengers with disabilities.
By contrast, vehicle condition itself performed relatively well and showed only a small gap compared with passenger expectations.
Investment in Waiting Facilities Appears Economically Viable
The study did not stop at evaluating service quality.
Researchers also examined whether building a dedicated Damri waiting facility at Purabaya Terminal would make financial sense.
The results suggest strong feasibility.
Financial analysis showed an Internal Rate of Return (IRR) of 46 percent, indicating that projected returns substantially exceeded the assumed financing cost.
The Net Present Value (NPV) remained positive across all tested interest scenarios ranging from 8 percent to 25 percent.
At an 8 percent discount rate, projected net benefits reached approximately IDR 91.98 million.
The Benefit-Cost Ratio (BCR) reached 2.49, meaning projected benefits were estimated to be more than double the investment cost.
These indicators suggest that improving passenger facilities may not simply represent additional spending but could become a strategic investment that supports long-term service sustainability.
What the Findings Mean for Public Transportation
The research offers a practical message for transportation providers and policymakers.
Passenger decisions are shaped by more than ticket prices and travel time. Accessibility, comfort, reliable information, and waiting environments increasingly influence whether travelers choose public transport over private vehicles.
As Wiriandeni and colleagues from Universitas 17 Agustus 1945 Surabaya emphasize through their findings, service improvements should prioritize the areas where passenger expectations remain unmet while ensuring that investments remain economically sustainable.
For transportation operators, the study presents a model that connects customer experience with investment planning rather than treating them as separate decisions.
For cities facing congestion and growing dependence on private vehicles, improving public transport quality may become one of the most practical ways to shift travel behavior.
Author Profiles
Luh Putu Rewinda Wiriandeni — Universitas 17 Agustus 1945 Surabaya
Hanie Teki Tjendani — Universitas 17 Agustus 1945 Surabaya
Budi Witjaksana — Universitas 17 Agustus 1945 Surabaya
Source
Wiriandeni, L. P. R., Tjendani, H. T., & Witjaksana, B. (2026). Examination of Service Excellence Criteria and Viability of Investing in Damri Specialized Transportation for the Purabaya Terminal Path to Juanda Airport through the Fuzzy Servqual Method and Importance Performance Analysis (IPA). Formosa Journal of Science and Technology (FJST), Vol. 5 No. 6, 1455–147
DOI: https://doi.org/10.55927/fjst.v5i6.82 URL : https://journalfjst.my.id/index.php/fjst
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