ANALISIS PUBLIC VALUE DALAM PELAYANAN TRANSJAKARTA CARES DI JAKARTA

Abstract

Disability-inclusive public transportation plays an important role in ensuring the mobility rights of persons with disabilities. Transjakarta Cares is a specialized transportation service in Jakarta designed to provide safe, accessible, and needs-based mobility support for persons with disabilities. This study aims to analyze the creation of public value in Transjakarta Cares services and identify factors that support and hinder its implementation. This study employed a descriptive qualitative method with data collected through interviews, observations, and documentation. The analysis applied Mark H. Moore’s Strategic Triangle framework, which consists of legitimacy and support, operational capabilities, and public value. Meanwhile, supporting and inhibiting factors were analyzed using Lovelock’s service quality dimensions, including tangible, reliability, responsiveness, assurance, and empathy. The results show that Transjakarta Cares has created public value through regulatory legitimacy, government funding support, operational capabilities of service personnel, and benefits experienced by users, including improved mobility, safety, free transportation services, and increased accessibility for persons with disabilities. However, the creation of public value has not been fully optimized due to several challenges, such as limited fleet availability, unequal distribution of accessibility facilities, differences in vehicle conditions, and uncertainty in service request acceptance..