ANALYSIS EASE-OF-USE OF PUBLIC TRANSPORT SERVICES BASED ON CUSTOMER PERCEPTION BEFORE, ONBOARD, AND AFTER THE JOURNEY (Case Study: Commuter Line Jabodetabek Area/ KRL)
The object of research is the commuter line Jabodetabek area. This study aims to analyze the level of perceived ease of use the services provided in several stages of the trip (before, during and after the trip) based on customers’ experience. Furthermore, this study also aims to determine the user satisfaction related to perceive of ease of use. Then critical incident occurred when customers are using commuter line. The result according to the customer is perceived of ease of use commuter line beginning at before the journey, then after and the last at onboard. Associated with that satisfaction, the customers are more satisfied with the ease which they perceive before the journey. Furthermore, critical incidents that happen in different stages of the trip showed that there are events related to ease of use, but does not have a major impact.