Abstract

Jakarta is one of the largest cities in Indonesia, its location as business center and government center make Jakarta densely of people and vehicles. According to Badan Pusat Statistik DKI Jakarta, the population of Jakarta in 2017 reached 10.18 million people and the population density is 15,367 people per km2. With a growing population, Jakarta is becoming more congested by existing vehicles. One of the Jakarta government's strategies to solve the problem of congestion is by implementing Mass Rapid Transit as mass transportation. Mass Rapid Transit (MRT) is one of the new modes of transportation for peoples. The first phase which opened is Lebak Bulus-Bundaran HI route, with a relatively short operational time, MRT needs to be evaluated of the effectiveness of service. For this analysis, the authors use the Minimum Service Standards as a reference then used validity test, reliability test, normality test, Linear Regression analysis and Importance Performance Analysis by using SPSS to analysis the data. This research distributed questionnaires to 100 respondents. The results from analysis and data processing is obtained that the highest number of MRT passengers in July with 2.888.126 of passengers. The validity testing of service factors obtained the value more than 0,1654 and the data result is valid. The Reliability test obtained the value Cronbach’s Alpha more than 0,60. The Normality test obtained the value more than 0,05 and the data results is normal. As for the analysis of linear regression conducted, it was obtained that the percentage of service performance and satisfaction was 75.3%. Performance and satisfaction assessment by passengers are very good and very satisfied.