European Journal of Science, Innovation and Technology ISSN 2786-4936 Vol. 2 No. 1 (2022) 113 Analysis of Transjakarta Service Performance on the Cibubur-BKN by Servqual Method Hendy Yusman Firdaus [1] , Muhammad Isradi [1]* , Joewono Prasetijo [2] , Muhammad Rifqi [3] , Hasmar Halim [4] [1] Faculty of Engineering, University Mercu Buana Jakarta, Indonesia [2] Industry Centre of Excellence for Railway (ICoE-REL), Universiti Tun Hussein Onn Malaysia, 84600 Panchor, Johor, Malaysia [3] Faculty of Computer Science, University Mercu Buana Jakarta, Indonesia [4] Department of Civil Engineering, Ujung Pandang State of Polytechnic, Makassar, Indonesia Abstract. Transjakarta is very important as public transportation, because it can effectively and efficiently provide access for the community to meet their daily needs for goods and services, one of which is the Cibubur-BKN route. The purpose of this study was to determine the service performance and service quality of the Cibubur-BKN Transjakarta bus route. The method used in this research is to distribute questionnaires to identify the level of satisfaction of service users in collecting data using the servqual method. The research strategy used is quantitative and qualitative with the research method used is descriptive research method. Through this approach, it aims to find out specifically, clearly and in detail how the performance and quality of services provided by the agency according to user perceptions. Based on the analysis of the respondent's reliability test for performance, Cronbach's alpha value is 0.931 and the respondent's reliability test value for expectations is 0.858. Furthermore, for Transjakarta Cibubur-BKN has a total performance value of 26, so according to the decision of the Director General of Transportation in 2002, the performance is very good. The service quality of Transjakarta Cibubur-BKN with a Servqual Score of 0.012 can be said that the overall level of customer satisfaction for Transjakarta Cibubur-BKN customers is not satisfied with the service received by users. Key words: service quality, servqual method, Transjakarta Cibubur-BKN, bus performance Introduction Transjakarta users have increased from year to year. According to data from the Central Statistics Agency, the passengers carried by the Transjakarta fleet have a total of 155 routes. as many as 188.77 million people in 2018, an increase from the previous years 144.86 million in 2017, and 123.70 million in 2016 (BPS Kota Bekasi, 2021). Behind the increase in the number of passengers, the quality of service provided by Transjakarta has not been able to provide maximum satisfaction to passengers (Høyer, 2000). There are still many passengers who feel that the service is unsatisfactory, it is proven that there are still some uncomfortable bus and stop facilities as well as supporting facilities such as unsterile lanes that disturb the comfort of Transjakarta users. Urbanization is a strong phenomenon in developing countries, such as Malaysia and Indonesia (Prasetijo et al., 2016). In Indonesia, the phenomenon of urbanization continues to increase due to the increasingly difficult job opportunities in the regions. Meanwhile in metropolitan cities, industrialization is increasing rapidly, so that more and more workers are needed. The more workers to the metropolitan city, of course it will have a bad impact (Cervero, 2014). One of them is causing problems with land transportation that is cheap, safe, and comfortable. The impact that arises is the accumulation of transportation activities to the * Corresponding Author