{
    "success": true,
    "data": {
        "id": 1800941,
        "msgid": "consistent-public-transport-management-builds-public-trust-1781283078",
        "date": "2026-06-12 23:06:00",
        "title": "Consistent Public Transport Management Builds Public Trust",
        "author": "indrastuti",
        "source": "MEDIA_INDONESIA",
        "tags": "",
        "topic": "Infrastructure",
        "summary": "PT Kereta Api Indonesia's transformation is being hailed as a benchmark for public service in the country. Transport expert Djoko Setijowarno argues that consistent, customer-focused service has not only earned public trust but also made Indonesian public transport competitive with developed nations. Innovations such as digital ticketing and culturally sensitive facilities like station prayer rooms are cited as key factors in this success.",
        "content": "<p>The transformation undertaken by PT Kereta Api Indonesia (Persero) in\nrecent years is considered one of the most successful examples of public\ntransport management in Indonesia. Consistency in delivering safe,\ncomfortable, punctual, and customer-oriented services has not only\nearned KAI public trust but also made it a benchmark for various public\nservice sectors. Djoko Setijowarno, an academic and land transport\nobserver, stated that KAI\u2019s success is the result of a long-term\ncommitment to maintaining service quality and the company\u2019s ability to\nunderstand the needs of modern users. \u201cKAI\u2019s success shows that\nconsistent public transport management can build public trust and become\nan inspiration for many companies, not just in the transport sector,\u201d\nDjoko said in a recent podcast. According to Djoko, the quality of\npublic transport management in Indonesia is now able to compete with\nseveral developed countries. This is evident from the increasingly\norderly operational systems, high punctuality rates, and a service focus\nthat prioritises the customer experience. He assessed that this success\nis supported not only by investment in technology and infrastructure but\nalso by the growing culture of public discipline in using transport.\nUnlike several major world cities that still face problems with\npassengers evading ticket payments, similar conditions are relatively\nrare in Indonesia. \u201cThis shows that the quality of public transport is\ndetermined not only by the operator but also by user behaviour. Both\nsupport each other in creating good service,\u201d he said. He added that\ncomparative studies to various countries show that Indonesian public\ntransport services have strong competitiveness. In fact, some available\nfacilities are considered more capable of answering community needs than\nsimilar facilities in other countries. One example is the presence of\nprayer rooms (musala) at railway stations. As the country with the\nworld\u2019s largest Muslim population, worship facilities are an important\npart of the travel experience. KAI has successfully provided prayer\nrooms that are clean, easily accessible, and have adequate capacity.\n\u201cFacilities like this are not widely found in other countries. The\npresence of representative prayer rooms shows that KAI\u2019s service\nmanagement focuses not only on operational aspects but also understands\nthe social and cultural needs of the community,\u201d said Djoko. KAI also\ncontinues to strengthen service quality through various digital-based\ninnovations, ranging from the digitalisation of ticketing services and\nimprovement of station facilities to the Female Seat Map feature on the\nAccess by KAI application, which allows female passengers to choose\nseats next to fellow women. According to Djoko, this innovation shows\nthat public transport management is no longer just about moving\npassengers from one point to another, but about creating a travel\nexperience that is safe, comfortable, and suited to customer needs.\nFurthermore, he sees that public transport management in Jakarta is now\ndeveloping into a reference for many regional governments and transport\noperators in Indonesia. The metro system and continuously developing\nservice integration prove that Indonesia is capable of delivering\nhigh-standard public transport services without always having to refer\nto foreign practices. \u201cKAI\u2019s services are clear proof that service\nquality built consistently can develop from merely a means of transport\ninto an inspiration for various public service sectors in Indonesia,\u201d\nDjoko concluded.<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/consistent-public-transport-management-builds-public-trust-1781283078",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}