Implementation of the Trans Tangerang Ayo Application in Improving Public Transportation Services in Tangerang City

Abstract

This study examines the implementation of the Trans Tangerang Ayo application in improving public transportation services in Tangerang City. Rapid urban development and increasing population mobility have intensified the demand for efficient, accessible, and integrated transportation systems. In response, the local government introduced a digital-based Bus Rapid Transit (BRT) service supported by the Trans Tangerang Ayo application to enhance service quality and user experience. The objective of this research is to analyze the effectiveness of the application using the DeLone and McLean Information System Success Model. A qualitative descriptive approach was employed, involving data collection through interviews, observations, and documentation with 11 purposively selected informants, including managers, staff, drivers, and users. Data were analyzed using the Miles, Huberman, and Saldana interactive model. The findings reveal that the application has generally improved public transportation services by providing real-time information on routes, schedules, and bus locations, thereby enhancing travel planning and reducing waiting times. However, several limitations persist, such as system instability, uneven accessibility, limited digital literacy among users, and inconsistencies in real-time data updates. In conclusion, while the Trans Tangerang Ayo application has contributed positively to service efficiency, user satisfaction, and mobility, further improvements in system reliability, inclusivity, and user education are necessary to optimize its overall effectiveness and sustainability