Mapping Passenger Voice About Light Rail Transit Feeder Service Potential Operational Hazards: Evidence of Palembang City, Indonesia

Abstract

The Light Rail Transit (LRT) Feeder service is a critical component of urban transportation systems, providing connectivity between passengers and the main LRT network. In Palembang City, Indonesia, operational safety remains a significant concern, as incidents and congestion affect passenger perception and service reliability. This study aims to evaluate passenger perceptions of safety quality and translate these insights into operational priorities for hazard mitigation using the Safety Quality Function Deployment (SQFD) approach through the House of Quality (HoQ) method. Primary data were collected from 420 passengers through structured surveys assessing expectation and satisfaction across SERVQUAL-based safety attributes, while expert assessments from 25 drivers and 8 operators evaluated operational hazards and event correlations. The analysis calculated expectation-satisfaction gaps, relative weights of passenger voice indicators, and mapped them into potential hazards using the HoQ matrix. Results show that all safety attributes had negative gaps, with the largest deficits in boarding and disembarking area safety, protection of vulnerable passengers, and stable driving behavior. Operational priorities identified include passenger surges, risks at stops and accessibility, and traffic disruptions. This study concludes that safety improvements should focus on passenger access, vulnerable user protection, congestion management, and operational reliability, demonstrating the practical application of SQFD for urban feeder service enhancement.