Consistent Public Transport Management Builds Public Trust

The transformation undertaken by PT Kereta Api Indonesia (Persero) in recent years is considered one of the most successful examples of public transport management in Indonesia. Consistency in delivering safe, comfortable, punctual, and customer-oriented services has not only earned KAI public trust but also made it a benchmark for various public service sectors. Djoko Setijowarno, an academic and land transport observer, stated that KAI’s success is the result of a long-term commitment to maintaining service quality and the company’s ability to understand the needs of modern users. “KAI’s success shows that consistent public transport management can build public trust and become an inspiration for many companies, not just in the transport sector,” Djoko said in a recent podcast. According to Djoko, the quality of public transport management in Indonesia is now able to compete with several developed countries. This is evident from the increasingly orderly operational systems, high punctuality rates, and a service focus that prioritises the customer experience. He assessed that this success is supported not only by investment in technology and infrastructure but also by the growing culture of public discipline in using transport. Unlike several major world cities that still face problems with passengers evading ticket payments, similar conditions are relatively rare in Indonesia. “This shows that the quality of public transport is determined not only by the operator but also by user behaviour. Both support each other in creating good service,” he said. He added that comparative studies to various countries show that Indonesian public transport services have strong competitiveness. In fact, some available facilities are considered more capable of answering community needs than similar facilities in other countries. One example is the presence of prayer rooms (musala) at railway stations. As the country with the world’s largest Muslim population, worship facilities are an important part of the travel experience. KAI has successfully provided prayer rooms that are clean, easily accessible, and have adequate capacity. “Facilities like this are not widely found in other countries. The presence of representative prayer rooms shows that KAI’s service management focuses not only on operational aspects but also understands the social and cultural needs of the community,” said Djoko. KAI also continues to strengthen service quality through various digital-based innovations, ranging from the digitalisation of ticketing services and improvement of station facilities to the Female Seat Map feature on the Access by KAI application, which allows female passengers to choose seats next to fellow women. According to Djoko, this innovation shows that public transport management is no longer just about moving passengers from one point to another, but about creating a travel experience that is safe, comfortable, and suited to customer needs. Furthermore, he sees that public transport management in Jakarta is now developing into a reference for many regional governments and transport operators in Indonesia. The metro system and continuously developing service integration prove that Indonesia is capable of delivering high-standard public transport services without always having to refer to foreign practices. “KAI’s services are clear proof that service quality built consistently can develop from merely a means of transport into an inspiration for various public service sectors in Indonesia,” Djoko concluded.