Jurnal Ekonomi & Studi Pembangunan    Volume 24 Nomor 1, April 2023  

 

 
 
 
 
 
 
 
 
 
 
 

 
 

Article Type: Research Paper 
 

The perceptions and satisfaction index of 
Yogyakarta’s citizens on congestion and air 
pollution 
 
Putri Wulan Ristanti1 and Suryanto Suryanto1,2 
 
Abstract: Yogyakarta City is one of Indonesia's most popular tourist destinations. 
The tourism sector is the highest tax revenue for local government. Besides, 
tourism gives high revenue but also negatively impacts the citizens as hosts, such 
as congestion and pollution. This study was conducted to determine the 
importance level of each attribute on the quality of congestion and air pollution 
management services in Yogyakarta based on the citizen's perception by utilizing 
the Importance Performance Analysis (IPA) method. This study also aimed to 
determine the Yogyakarta citizens' satisfaction level with managing congestion and 
air pollution using the Customer Satisfaction Index (CSI) method. This study 
implemented a purposive sampling technique which was then obtained from the 
population sample of 100 respondents with 86 saturated samples. Based on the 
perception of the Yogyakarta citizens, The results showed that a high level of 
attributes included wide and comfortable pavements, trees that block the sunlight 
and have a cooling effect, motorists who obeyed traffic signs, and drivers who drive 
well. The Yogyakarta Citizens' satisfaction index result showed 60.54%, which has 
the category of "very poor". 
Keywords: Tourism; Congestion; Air Pollution; Citizen's Perception; Service 
Quality; Community Satisfaction 
JEL Classification: Q53; R11; Z32 

 

 
 

Introduction 
 
Yogyakarta City is one of the tourist destinations in Indonesia, with the 
number of visitors reaching 4 million people per year. The average 
proportion of visitors is one million foreign and 3.5 million local tourists. 
During the COVID-19 pandemic, the number of visitors, both locals, and 
foreigners, decreased by 1.3 million per year ( Warta Jogjakota, 2022). 
 
The tourism sector's contribution (Provision of Accommodation, Food and 
Drink) to the City of Yogyakarta reached 13.79 percent in 2019. It has made 
tourism a leading sector over the past three years. Yogyakarta's 
government must continually try to improve the quality of tourism services 
in order to increase tourism's contribution. The challenges and demands of 
the market make the government strive to create a livable city for tourist 
destinations.  
 

AFFILIATION: 
1 Department of Economics, 
Faculty of Economics and Business, 
Universitas Sebelas Maret, Central 
Java, Indonesia 
 
2 The Center for Environmental 
Research, Universitas Sebelas 
Maret, Central Java, Indonesia 
 
*CORRESPONDENCE: 
suryanto_feb@staff.uns.ac.id 
 
THIS ARTICLE IS AVALILABLE IN: 
http://journal.umy.ac.id/index.php/esp  

 
DOI: 10.18196/jesp.v24i1.16394 
 
CITATION: 
Ristanti, P. W., & Suryanto, S. 
(2023). The perceptions and 
satisfaction index of Yogyakarta’s 
citizens on congestion and air 
pollution. Jurnal Ekonomi & Studi 
Pembangunan, 24(1), 54-68. 
 
ARTICLE HISTORY 
Received: 
03 Oct 2022 
Revised: 
30 Jan 2023 
29 Mar 2023 
Accepted: 
17 Apr 2023 

 

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According to the government sector, it is necessary to develop and facilitate tourism spots 
so that tourism can contribute to economic development (Suastika & Yasa, 2015;  
Lankford, 1994). Apart from high contributions, the government recognizes that the 
expansion of the tourism sector is projected to boost the importance of sectors other than 
tourism (Lankford, 1994). 
 
Yogyakarta City residents engage in diverse activities that coexist with tourism, resulting 
in increased mobility during peak periods. According to Ilham (2021), when too many 
people live in an area, they use up a lot of resources like water and fuel. It can harm the 
environment and get worse and worse. The government should control and take steps to 
ensure the environment gets under less pressure. Wafiq and Suryanto (2021) also stated 
that an increasing population would increase food, clothes, and transportation demand. 
Zuhri (2014) findings, more specifically, said population density would harm pollution. In 
line the increasing of population, the high growth in the number of motor vehicles without 
adjustment to the increase in road length results in congestion at a certain point 
(Mondschein & Taylor, 2017). 
 
The existence of congestion is one of the factors causing the decline in air quality in the 
city of Yogyakarta (Murad et al., 2010, Ahmad et al., 2005, and Patz et al., 2014). Air 
pollution caused by the large volume of motor vehicles on the roads will negatively impact 
health (Dinda, 2004). Chemicals that are dangerous to be inhaled continuously for a long 
or even short will cause various respiratory diseases that impact health (Künzli et al., 
2000). 
 
Something often forgotten by the government is the perception of the citizens living in 
tourist destinations. Kim and Park (2013) stated that the existence of tourism causes a 
negative perception of the citizens on the environmental aspects, and the existence of 
passing tourist transportation causes air quality to decline. In line with Kim and Park 
(2013), Keith and Boley (2019) also prioritized tourist destinations to maintain air quality 
so that local citizens are not harmed by poor air quality, which can cause respiratory 
problems. On the other hand, the research of Ahmad et al. (2019) declared that tourism 
does not have a negative environmental impact, especially in decreasing air quality. It is 
because the local government implements an environmentally friendly transportation 
policy in its mass transportation. Beladi et al., (2009) confirmed that another alternative 
to maintaining environmental quality due to tourism is to include pollution costs in 
tourism rates. 
 
Several studies have focused on how to measure the level of congestion (Wang et al., 
2009 and Ahmad et al., 2016); to calculate the cost of congestion (Zhao, 2010), and to 
explore the factors that cause congestion (Koetse & Rietveld, 2009). Community activity 
can lead to more congestion and pollution, but if planned carefully, it can help speed up 
development in the area (Mondschein & Taylor, 2017).  
 
In contrast to earlier studies, this research focuses on the community's perspective as a 
host for tourism activities. The novelty of the research is the measurement of the 
perception of citizens. The citizen's perceptions should be government consideration in 



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development planning (Alemayehu & Bewket, 2017). This study analyzed the level of 
importance and the level of service quality performance based on the perceptions of the 
Yogyakarta citizens. The purpose of this study is to observe which ones should be 
improved using the Importance Performance Analysis (IPA) method (Achterkamp et al., 
2011; Lee, 2018). Additionally, this study aims to examine the satisfaction index of 
Yogyakarta citizens using the Customer Satisfaction Index (CSI) (Husna & Syukri, 2014). 
Yogyakarta is a tourism destination based on the government's efforts to overcome 
congestion and air pollution. 
 
 

Research Method 
 
The research method involves using mixed methods to analyze data. These methods 
include using IPA and CSI Analysis. The first stage is to collect data, the second is to analyze 
the data, and the third is to find gaps and index scores. 
 
This research commenced by observing phenomena in the field, including observing the 
main road in Yogyakarta. Some of the roads in Yogyakarta experienced an increase in 
vehicle volume during peak hours, such as  Malioboro Road, Botanical Gardens Road, 
Rotowijayan Road, Panembahan Senopati Road. Based on observations, problems can be 
formulated regarding the perception of Yogyakarta citizens towards the efforts of the 
Yogyakarta City Government in overcoming congestion and air pollution. 
 
The next step was to conduct a literature study to obtain the theory or secondary data 
needed to support the research. Then, the researchers conducted observations and 
interviews. Observations were made to explore problems in the field and search for 
justification according to experts during the interview. Meanwhile, interviews were 
conducted at the Transportation Department of Yogyakarta as the executor of policies in 
related fields, such as traffic, transportation, and public transport. At this stage, the 
interview was performed to deepen the information related to the attributes to be used 
in the research based on the policy implementer's explanation in the transportation field. 
 
The next step was collecting primary data on the perception of the Yogyakarta citizens 
regarding service quality using a questionnaire. The questionnaire in this study collected 
data in the form of a Likert scale with five answer choices. It comprised strongly disagree, 
disagree, neutral, agree, and strongly agree. Slamet (2006) stated that the use of the Likert 
scale could develop various answers, but it is still within the framework of a five-score 
scale. Each of these will obtain an assessment score based on citizens' perceptions. The 
citizens' perception in this study was based on how they felt about the efforts made by 
the Yogyakarta City Government to overcome congestion and air pollution. 
 
The quality of service used in this study was based on 5 (five) criteria according to Tjiptono 
and Chandra (2017). First, the Tangible dimension assessed the physical condition of 
public transportation facilities (T1), the cleanliness of public transportation facilities (T2), 
the presence of a parking lot that is strategic and in good condition, the clarity of traffic 



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signs, the presence of trees, and Green Open Space (Ruang Terbuka Hijau or RTH), the 
condition of the bicycle path, and the location of the bicycle parking.  
 
Second, the Reliability dimension assessed the reliability of drivers and public 
transportation officers in providing services, the reliability and orderliness of motor 
vehicle drivers, parking officers who provide services, and police officers in performing 
their duties to regulate traffic order. 
 
Third, responsiveness measured how well the city government responded to complaints, 
such as public transportation users, parking service users,  and pedestrians. The next 
dimension was assurance, which assessed the friendliness and politeness of public 
transportation officers in serving public transportation users, trustworthy parking 
attendants, police officers in providing safe and comfortable services, and vigilance for 
every driver to drive well and not harm others. Finally, the Empathy dimension assessed 
the clarity of information provided by public transportation officers, the sincerity of 
parking attendants in providing parking services, legal certainty and justice provided by 
police officers, and the sense of comfort provided by the City Government due to 
adequate RTH. 
 
The experimental questionnaire was distributed via Google Forms on February 2021 until 
May 2021. The data of the questionnaire was examined for its validity and reliability. The 
validity test in this study used SPSS 16.0 software to determine the value of r statistics. If 
the questionnaire has been tested valid and reliable, the questionnaire will be distributed 
widely to the Yogyakarta citizens based on the purposive sampling technique.  
 
In this study, the use of samples for an unknown population will be sufficient if the sample 
has reached saturation. The saturated sample in this study was 86 respondents. Based on 
the Sampling Criteria, the total number of samples used in this study was 100 
respondents. The methods used in this research were Importance Performance Analysis 
(IPA) and Customer Satisfaction Index (CSI). The IPA method developed by John A. Martilla 
and John C. James was used to analyze service quality performance based on the level of 
importance and level of performance (Cole & Neumayer, 2004; Ha & Park, 2021). In this 
study, service quality assessment was assessed based on the perception of Yogyakarta 
citizens based on the level of expectation and level of reality (Rulleau et al., 2014; Tripathi 
& Mishra, 2017). 
 
This study implemented Quadrant Analysis and Gap Analysis in the Natural Science 
method (Immanuel & Setiawan, 2020); (Tjitrohartoko & Saraswati, 2020). First, Quadrant 
Analysis classified the attributes according to the expectations and the reality level. The 
attributes in each quadrant indicated how the attribute would be treated, whether it was 
enhanced, retained, reviewed, or removed. Quadrant I (Main Priority) contained 
attributes with a high expectation level, but performance in the field was still low. 
Quadrant II (Maintain Achievement) contained attributes with high expectations and 
performance in the field. Quadrant III (Low Priority) contained attributes with low 
expectations and performance levels. Quadrant IV (Excessive) contained attributes that 
have a low level of expectation but high performance. 



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Second, Gap Analysis was used to determine the difference between the actual and 
expected performance levels. If the gap is positive, the perception score exceeds the 
expected score. Thus, the Yogyakarta citizens are satisfied with the management and 
supporting facilities in overcoming congestion and air pollution in Yogyakarta as a City of 
Tourism. Meanwhile, if the gap is negative, the expected score is greater than the 
perception score. Hence, it is necessary to improve management and supporting facilities 
to overcome congestion and air pollution in Yogyakarta as a City of Tourism. 
 
Husna and Syukri (2014) The CSI method was used to determine the satisfaction index of 
the Yogyakarta City Community towards the efforts of the Yogyakarta City Government in 
overcoming congestion and air pollution. Community satisfaction was assessed based on 
their feelings about the Yogyakarta City government's supporting facilities in overcoming 
congestion and excess air pollution. Table 1 shows CSI criteria. 
 
Table 1 CSI criteria 

Index Figures Interpretation 
CSI ≤64% Very poor 

64%<CSI≤71% Poor 
71%<CSI≤77% Cause for concern 
77%<CSI≤80% Borderline 
80%<CSI≤84% Good 
84%<CSI≤87% Very good 

87%<CSI Excellent 

Source: (Husna & Syukri, 2014) 
 
 

Result and Discussion 
 

Descriptive statistics 
 

The division of the groups was based on the residence status of the respondents, namely 
the native citizens' of Yogyakarta, citizens' who have lived in Yogyakarta City, and citizens 
outside Yogyakarta who frequently cross the roads of Yogyakarta (at least five times a 
week). The characteristics of the respondents based on the age group were dominated by 
the age group 17-26 years, i.e., 82 people. Meanwhile, the smallest age group of 
respondents was 47-56 years, with only one percent. The 27-36 year age group 
participated for six percent. The 37-46 year age group participated for four percent while 
the 57-64 year age group participated for seven percent.  
 

The group of respondents based on gender on the questionnaire was dominated by 
female respondents 69% and male respondents 31%. The characteristics of respondents 
based on occupation in the questionnaire were dominated by college students 64% of the 
total 100 respondents. Private employees followed it at ten percent, State Civil Apparatus 
at ten percent, homemakers at four percent, and self-employed and Civil Servant retirees 
at two percent. Meanwhile, eight percent of other jobs consisted of drafter, nurse, 
student, customer service, IT Technical Consultant, security, admin, and online 
motorcycle taxi drivers. 
 



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Table 2 Respondents Characteristics 
No Categories Number of 

Respondents 
Percentage 

Age (years old) 
1 17-26 82 82 
2 27-36 6 6 
3 37-46 4 4 
4 47-56 1 1 
5 57-64 7 7 

Sex (person) 
1 Male 31 31 
2 Female 69 69 

Occupation 
1 Student 64 64 
2 Business 2 2 
3 Private Worker 10 10 
4 Civil Servant 10 10 
5 Civil Servant Retiree 2 2 
6 Housewife 8 8 
7 others 8 8 

Classification of Respondents (17-64 years old) 
1 Native citizens of Yogyakarta who are recorded on the 

National Identity Card (KTP) 
 

32 
 

32 
2 Citizens who have lived in Yogyakarta 25 25 
3 Citizens outside Yogyakarta who often cross the streets of 

Yogyakarta City (at least five times a week) 
 

43 
 

43 

 
Public Perception of Efforts to Overcome Congestion and Air Pollution  
 
The importance Performance Analysis (IPA) method was used to determine the level of 
importance and performance using the expectation level approach and the level of reality. 
According to respondents' assessments, IPA measured the Yogyakarta City Government's 
success in overcoming congestion and air pollution. The level of expectation was an 
assessment according to the perception of the Yogyakarta citizens based on what they 
wanted. Meanwhile, the reality level was evaluated based on the perceptions of the 
inhabitants of Yogyakarta, which were derived from field observations and citizen 
sentiments. Yogyakarta Citizens' perceptions were used to assess the quality of 
congestion and air pollution management services by the Yogyakarta City Government. 
This study used five service quality dimensions: tangible (physical evidence), 
responsiveness, reliability, assurance, and empathy.  
 
Quadrant Analysis 
 
The step taken using the IPA method in the first quadrant analysis was to calculate the 
average of each attribute at the level of expectation and level of reality. After obtaining 
the mean level of expectation and level of reality, then it determined the mean of the 
mean level of expectation and level of reality to determine the point of intersection on 
the Cartesian diagram. The following is a calculation of the mean for each level of 
expectation and level of reality: 
 



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Table 3 Calculation Results of Mean Expectation Levels 
Attribute Expectancy 

Level 
Mean Attribute Expectancy Level Mean 

T1 457 4,57 R6 434 4,34 
T2 476 4,76 RS1 440 4,4 
T3 423 4,23 RS2 449 4,49 
T4 451 4,51 RS3 442 4,42 
T5 451 4,51 RS4 451 4,51 
T6 454 4,54 RS5 445 4,45 
T7 467 4,67 A1 454 4,54 
T8 444 4,44 A2 456 4,56 
T9 441 4,41 A3 465 4,65 
R1 448 4,48 A4 460 4,6 
R2 430 4,3 E1 449 4,49 
R3 462 4,62 E2 440 4,4 
R4 420 4,20 E3 452 4,52 
R5 445 4,45 E4 456 4,56 

Mean 4,486 

Note: attributes represent the qualitative types of characteristics of each of the variables 
in this study. Code of attributes, T=Tangible; R=Realibility; RS=Responsibility ; 
A=Assurance; E=Empathy. (See appendix) 
Source: Primary data from processed respondents (2020) 
 
Table 4 Calculation Results of Mean Level of Reality 

Attribute Level of Reality Mean Attribute Level of Reality Mean 

T1 323 3,23 R6 318 3,18 
T2 319 3,19 RS1 294 2,94 
T3 356 3,56 RS2 314 3,14 
T4 301 3,01 RS3 293 2,93 
T5 301 3,01 RS4 304 3,04 
T6 283 2,83 RS5 294 2,94 
T7 261 2,61 A1 330 3,3 
T8 273 2,73 A2 314 3,14 
T9 263 2,63 A3 283 2,83 
R1 275 2,75 A4 333 3,33 
R2 329 3,29 E1 333 3,33 
R3 270 2,7 E2 295 2,95 
R4 232 2,32 E3 317 3,17 
R5 279 2,79 E4 317 3,17 

Mean 3,00 

Source: Primary data from processed respondents (2020) 
 
According to Table 3, the mean expectation of respondents' perception is 4,486. The 
highest expectancy level reached 4,76, and the lowest expectancy level was 4,2. The result 
of the mean expectancy level informs us that citizens' expectancy is high. 
 
According to Table 4, the highest level of reality reached 3,56, and the lowest reached 
2,61. In general perception of Yogyakarta, citizens are 3,00. It means that residents' 
perceptions still need improvement in the performance of congestion or air pollution. 



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After calculating the mean level of expectation and reality along with the intersection of 
the Cartesian diagram with the coordinate point (3.001; 4.486), the final step was to 
categorize each attribute on the Cartesian diagram so that it can be grouped by quadrant. 
In each quadrant, it was known how these attributes would be treated, whether it was 
enhanced, maintained, reviewed, or removed. The following is a grouping of attributes on 
a Cartesian diagram: 
 

 
Information 

T: Tangible E: Empathy A: Assurance 
R: Reliability RS: Responsiveness 

 
 

Figure 1 Results of Natural Science Analysis in a Cartesian Diagram  
 
Quadrant I 
 
The attributes contained in quadrant I are located at the coordinate point [(0.00-3.00) - 
(4.486-4.67)], which has the highest effect on service quality. The attributes in this 
quadrant have characteristics that are considered important by the Yogyakarta citizens, 
but their performance is not yet fully felt. Therefore, the Yogyakarta City Government, 
through related agencies, can focus on management to reduce congestion and air 
pollution in Yogyakarta City in this quadrant. Following are the attributes contained in 
quadrant I; (T6) The pedestrian path is wide and comfortable, (T7) There are shady trees, 
(R3) The drivers obey the traffic signs, (A3) The drivers drive well. 
 



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Quadrant II 
 
The attributes contained in quadrant II are located at the coordinate point [(3,00-3,33) - 
(4,76-4,486)]. The attributes have characteristics that are considered important by the 
Yogyakarta citizens, and their performance can be felt to reduce congestion and air 
pollution in Yogyakarta. The attributes in this quadrant are good and satisfying, so they 
must be maintained and improved. Following are the attributes contained in quadrant II; 
(T1) Condition of public transportation facilities, (T2) Cleanliness of public transportation 
facilities, (T4) Strategic location of parking lots, (T5) Good and proper parking space, (RS2) 
Responsibility of police officers in regulating traffic, (RS4) Responsibility of City 
Government in serving complaints about pedestrian paths, (A1) Friendliness of 
drivers/public transportation officers, (A2) Trustworthy parking attendants, (A4) Police 
officers serving safely and comfortably, (E1) Clarity of information from drivers/public 
transportation officers, (E3) Justice and legal certainty for police officers, (E4) The effort 
of City governments to build green open space. 
 
Quadrant III 
 
The attributes contained in quadrant III are located at the coordinate point [(0.00-3.0014) 
- (0.00-4.4864)]. The attributes have characteristics of a low level of performance and 
importance in overcoming congestion and low air pollution. A low level of importance 
means that the attributes in this quadrant have a low priority. In this study, the attributes 
in quadrant III tend to approach the average borderline of the level of importance. 
Therefore, the performance of the attributes in this quadrant should still be considered 
to increase community satisfaction. Following are the attributes contained in quadrant III; 
(T8) The visible bicycle path, (T9) Availability of bicycle parking, (R1) Obedience of public 
transportation drivers in driving, (R4) Competency certificates that are owned by parking 
attendants (R5) Bicycle users who use their lanes, (RS1) Responsiveness drivers/public 
transportation officers, (RS3) Parking attendant responsiveness, (RS5) City government 
responsiveness in serving bicycle lane complaints, (E2) Parking attendants that are sincere 
in their services. 
 
Quadrant IV 
 
The attributes contained in quadrant IV III are located at the coordinate point [(3.001-
3.560) - (0.00-4.486)]. They have characteristics of a high level of performance in 
overcoming congestion and air pollution. However, these attributes are not considered 
important for Yogyakarta citizens. Excessive levels of performance and low levels of 
importance require Yogyakarta City Government to reconsider the attributes in this 
quadrant. What can be done is to allocate resources to attributes that have high priority. 
Following are the attributes contained in quadrant IV; (T3) Clarity of traffic sign 
information, (R2) Services provided by public transportation officers, and (RS6) Police 
officers who can manage traffic properly. 
 
 
 



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Citizens Satisfaction Analysis Using the CSI Method 
 

Analysis using the CSI method was used to determine how much satisfaction the 
Yogyakarta citizens have with the efforts made by the Government of Yogyakarta City in 
overcoming congestion and pollution viewed from the level of expectation and level of 
reality. The first step that must be done is to determine the average of the total Y values, 
namely the Mean Importance Score (MIS). The next step was to determine the Weight 
Factors (WF) by dividing the MIS of each attribute by the number of MIS multiplied by 
100%. Then, it was to find the average number of X values, namely the Mean Satisfaction 
Score (MSS). After identifying the MSS, then it should search for Weight Score (WS) by 
multiplying the MSS of each attribute by the MIS of each attribute multiplied by 100%. 
Then, CSI can be found by dividing the WS with the highest Likert scale score. These 
calculations can be displayed in the Table 5: 
 

Table 5 Calculation of the Customer Satisfaction Index (CSI) 
No Attribute Expectation Level (Y) Level of Reality (X) WF WS 

Sum of Y 
Values 

MIS value Sum of X Values MSS 
Value 

1 T1 457 5 323 4 0.037 0.148 
2 T2 476 5 319 3 0.037 0.111 
3 T3 423 4 356 4 0.030 0.119 
4 T4 451 5 301 3 0.037 0.111 
5 T5 451 5 301 3 0.037 0.111 
6 T6 454 5 283 3 0.037 0.111 
7 T7 467 5 261 3 0.037 0.111 
8 T8 444 4 273 3 0.030 0.089 
9 T9 441 5 263 2 0.037 0.074 

10 R1 448 5 275 2 0.037 0.074 
11 R2 430 4 329 3 0.030 0.089 
12 R3 462 5 270 2 0.037 0.074 
13 R4 420 5 232 2 0.037 0.074 
14 R5 445 4 279 3 0.030 0.089 
15 R6 434 5 318 3 0.037 0.111 
16 RS1 440 4 294 3 0.030 0.089 
17 RS2 449 5 314 4 0.037 0.148 
18 RS3 442 5 293 3 0.037 0.111 
19 RS4 451 5 304 3 0.037 0.111 
20 RS5 445 5 294 3 0.037 0.111 
21 A1 454 5 330 3 0.037 0.111 
22 A2 456 5 314 3 0.037 0.111 
23 A3 465 5 283 3 0.037 0.111 
24 A4 460 5 333 4 0.037 0.148 
25 E1 449 5 333 3 0.037 0.111 
26 E2 440 5 295 3 0.037 0.111 
27 E3 452 5 317 4 0.037 0.148 
28 E4 456 5 317 3 0.037 0.111 

Total 135  85  3,0271 
CSI Index 60,54% 
Interpretation Very poor 

Source: Primary Data from Processed Respondents (2020) 



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Based on Table 5 of the Customer Satisfaction Index (CSI) calculation, the CSI index is 
60.54%, and the category is very poor. Yogyakarta citizens still expect numerous 
improvements to managing congestion and air pollution. The efforts made by the 
Yogyakarta City Government are still not in line with what most people expect. 
 
The results of this study indicated that a commitment to maintaining environmental 
quality must also accompany the government's efforts to increase the number of tourism 
visits. These results supported the research conducted by Kim and Park (2013) and Keith 
and Boley (2019). Of the five attributes used in the study, it can be mapped that several 
attributes fall into category III or IV. The mapping showed that the resources allocated by 
the city government are considered excessive, such as (T3) clarity of traffic sign 
information, (R2) services provided by public transportation officers, and (RS6) police 
officers who can manage traffic well. 
 
Toward local residents decrease of quality environment i.e., congestion and air pollution, 
it will increase stress and dissatisfaction among people residing in crowded tourist 
destinations (Dickinson & Robbins, 2008). The effect of local residents feeling affected by 
the pollution will make it less likely that tourists will visit Yogyakarta. Reducing the 
congestion level as an impact of increasing the number of tourist visits can be overcome 
by managing transportation management. According to Mondschein and Taylor (2017), 
transportation options for tourism are also decisive. It includes good transportation 
options, for example, do not lead to an increase in the number of vehicles in the city. 
 
Meanwhile, in the city of Yogyakarta, it is frequently found that tourist buses join the 
traffic-congested streets to pick up and drop off passengers at inns or hotels. The 
conclusion of Keith and Boley (2019) clarified the importance of Sustainable Tourism 
Initiatives (STI). With STI, all stakeholders have the same vision to develop sustainable 
tourism. 
 
According to Tjitrohartoko and Saraswati (2020), the implementation of the IPA helped 
reduce congestion and pollution in Jakarta. The government can identify the causes of 
congestion and pollution using this standard, which helps make better decisions about 
addressing the issue. Some scientists do research in Iran and have found some interesting 
things. Esmailpour et al. (2020), The IPA worked with Exploratory Factor Analysis to 
identify the critical components of bus service attributes. They then proposed a method 
for prioritizing attributes and introduced confidence intervals around each one to help 
interpret the results. Finally, they divided the sample using Cluster Analysis (CA) to 
account for the heterogeneity of the data. 
 
Based on the result of Beaudoin et al. (2015), it is essential to evaluate public transit 
investment, considering the effects of transit investment on traffic congestion and air 
quality. In Thailand, the city government cooperation with Toyota Mobility Foundation 
and Chulalongkorn University to maintain the traffic and air pollution. They helped people 
use public transportation more by creating a Park & Ride system and providing a shuttle 
bus service to local schools. They also helped an information system to help people know 



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Jurnal Ekonomi & Studi Pembangunan, 2023 | 65 

the best routes to minimize commuting time. Finally, they helped companies work flexible 
hours so that people could still get to work on time, despite the traffic. 
 
 

Conclusion 
 

The perception of Yogyakarta citizens shows attributes that have a high level of 
importance in Quadrant I, namely wide and comfortable pedestrian paths, the availability 
of shady trees, drivers who obey traffic signs, and drivers who drive well. Quadrant II 
shows good performance, for example, the condition of public transportation facilities, 
the cleanliness of the city of Yogyakarta, suitable parking arrangements, and pedestrian-
compliant services. Meanwhile, from quadrant III, attention is paid to the cyclist lines, 
bicycle parking, and parking attendant skills. Meanwhile, from quadrant IV, it is identified 
that public services are adequate. Still, the community does not consider them essential—
for example, the clarity of information on traffic signs and services provided by public 
transportation officers.   
                                                                                                                                             
The level of satisfaction of the Yogyakarta citizens with the efforts of the Yogyakarta City 
Government to improve congestion and air pollution was analyzed using the Customer 
Satisfaction Index (CSI) method. It has an index of 60.54% with the category "very poor." 
The success of the Yogyakarta City Government's efforts in dealing with congestion and 
air pollution is not only the government's and related agencies' responsibility. However, 
it is necessary to have cooperation from the citizens by fostering public understanding 
and awareness to take part in maintaining order and obeying driving protocols. 
 
There are at least two implications of this study. First, the government reduces traffic 
congestion by restriction for parking of tourist buses in high-traffic areas. The local citizens 
are potentially suffering cause of tourism, especially congestion and air pollution. 
Secondly, the government offers parking areas around the city of Yogyakarta. When 
tourists enter the city, they can use a shuttle bus to their destinations or hotel. 
 
The limitations of this study are: (1) The number of respondents is relatively limited; (2) 
We collected data by Google form; and (3)  the distribution of respondents is not equal. 
The following study will more precisely analyze citizens' perceptions when the researcher 
can increase the number of respondents, collect data by direct interview, and pay 
attention to the distribution of respondents' representatives. 
 
 

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Appendix 
 

Dimensions Attributes 

Tangible  T1 Condition of public transportation facilities 
T2 Cleanliness of public transportation facilities 
T3 Clarity of traffic sign information 
T4 Strategically located parking pockets 
T5 The parking lot is good and decent 
T6 A wide and comfortable pedestrian path 
T7 There are shady and shady trees 
T8 The bike path is clearly visible 
T9 Availability of bicycle parking 

Reliability  R1 Obedience of public transport drivers in driving 
R2 Services provided by public transportation officers 
R3 Drivers obey traffic signs 
R4 Parking attendants have competency certificates 
R5 Cyclists use their own lane 
R6 Police officers manage traffic well 

Responsiveness  RS1 Responsiveness of drivers/public transport officers 
RS2 Responsiveness of police officers to regulate traffic 
RS3 Parking attendant response 
RS4 Responsiveness of the City Government in handling pedestrian 

complaints 
RS5 Responsiveness of the City Government in handling bicycle lane 

complaints 
Assurance  A1 Friendliness of the driver/public transport officer 

A2 Parking attendants can be trusted 
A3 The rider drives well 
A4 Police officers serve safely and comfortably 

Empathy  E1 The driver/public transport officer gives information clarity 
E2 Parking attendants are sincere and sincere in parking 
E3 Justice and legal certainty for police officers 
E4 The city government seeks to open green open parks 

 
 
 

https://doi.org/10.1016/s1570-6672(09)60058-1
https://doi.org/10.1016/s1570-6672(09)60058-1
https://jurnal.uns.ac.id/jiep/article/view/9880