Macro ergonomics approach to analyze the quality of public bike-sharing transportation services

Abstract

In the last few decades, the increasing number of motorized vehicles has caused congestion problems and worsened air quality. Starting from the concern about the impact on the environment, the concept of transportation of Public Bike-Sharing was developed. The public bike-sharing transportation system was first introduced by MIGO E-bike. The macro ergonomics approach was adopted to evaluate the service quality of the MIGO E-bike. Referring to the Socio-Technical System aspect in macro ergonomics theory, Customer Relationship Management (CRM) strategic model was modified by adding Green Ergonomic Model (GEM) concept to evaluate the functionality of product service. This study aims to identify and construct a model of public bike-sharing service quality using the DEMATEL-ANP method. The DEMATEL-ANP method is used to find out the relationship criteria in the system and suggest an improvement. Based on the results, Social Value is an indicator with the greatest weight (0.4291), then E-bike (0.2558), Substation (0.1583), Rental System (0.0963), and Infrastructure (0.0605). Whereas the global weight, energy-saving, and eco-friendly bicycle indicators have the highest value (0.3136) and comfortable bicycles when used are indicators with the second-highest value (0.1648). The gap analysis shows that the comfort of E-bike (-0.3296) and energy-efficient E-bike (-0.6271) still do not meet user expectations.

Full text

AIP Conference Proceedings 2217, 030155 (2020); https://doi.org/10.1063/5.0000848 2217, 030155
© 2020 Author(s).
Macro ergonomics approach to analyze the
quality of public bike-sharing transportation
services
Cite as: AIP Conference Proceedings 2217, 030155 (2020); https://doi.org/10.1063/5.0000848
Published Online: 14 April 2020
Adithya Sudiarno, and Shofa Aulia Aldhama
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Macro Ergonomics Approach to Analyze the Quality of
Public Bike-Sharing Transportation Services
Adithya Sudiarno1,a) and Shofa Aulia Aldhama1,b)
1 Industrial Engineering Department, Faculty of Industrial Technology, Institut Teknologi Sepuluh Nopember,
Surabaya, Indonesia
a) Corresponding author: adithya.sudiarno@gmail.com
b) aldhama.sa@gmail.com
Abstract. In the last few decades, the increasing number of motorized vehicles has caused congestion problems and
worsened air quality. Starting from the concern about the impact on the environment, the concept of transportation of Public
Bike-Sharing was developed. The public bike-sharing transportation system was first introduced by MIGO E-bike. The
macro ergonomics approach was adopted to evaluate the service quality of the MIGO E-bike. Referring to the Socio-
Technical System aspect in macro ergonomics theory, Customer Relationship Management (CRM) strategic model was
modified by adding Green Ergonomic Model (GEM) concept to evaluate the functionality of product service. This study
aims to identify and construct a model of public bike-sharing service quality using the DEMATEL-ANP method. The
DEMATEL-ANP method is used to find out the relationship criteria in the system and suggest an improvement. Based on
the results, Social Value is an indicator with the greatest weight (0.4291), then E-bike (0.2558), Substation (0.1583), Rental
System (0.0963), and Infrastructure (0.0605). Whereas the global weight, energy-saving, and eco-friendly bicycle
indicators have the highest value (0.3136) and comfortable bicycles when used are indicators with the second-highest value
(0.1648). The gap analysis shows that the comfort of E-bike (-0.3296) and energy-efficient E-bike (-0.6271) still do not
meet user expectations.
INTRODUCTION
In the last few decades, the increasingly rapid growth of motor industrialization, long-distance travel, congestion
problems, and poor infrastructure have been the causes of the decline in public interest in using bicycles [1]. With the
concern about the impact on the environment and the desire to reduce the level of congestion, it has led to the idea of
creating a sustainable transportation system policy [2]. Answering this problem, the concept was developed to use
bicycles as a means of transportation that could be used together, it’s commonly called the Public Bike-Sharing
transportation system. Public Bike-Sharing is a bicycle that can be used by the general public, managed by the
government or private companies, where users have to pay rent to use the bicycle [3]. Since mid-2000, the concept of
the Public Bike-Sharing has been growing gradually as alternative modes of transport in urban areas [4]. The public
bike-sharing system itself is one of the fastest-growing alternative modes of public transportation in the world since
2009 the annual growth rate has reached 37% [5]. While based on a survey conducted by Statista.com until May 2018,
more than 18 million units of bicycles from 1600 public bike-sharing programs have operated in almost the entire
world.
In Indonesia, the public bike-sharing transportation system was first introduced by the company, MIGO E-bike.
MIGO tries to provide innovative, environmentally friendly, attractive, convenient and economical transportation
models for its users by renting out electric bicycles that can be used together. MIGO implements a business system
One-way Free Floating model, where users can take and return bicycles at all nearby substation points. At the end of
2017, MIGO launched 1000 units of electronic bicycles in the city of Surabaya along with its application based on
Android. There are important challenges regarding how to promote bike-sharing system innovation, namely
uncertainty in understanding the transition from non-users to users and estimating the potential demand for these
services [6]. On the other hand, service quality in the public bike-sharing transportation has a positive effect on the
The 5th International Conference on Industrial, Mechanical, Electrical, and Chemical Engineering 2019 (ICIMECE 2019)
AIP Conf. Proc. 2217, 030155-1–030155-8; https://doi.org/10.1063/5.0000848
Published by AIP Publishing. 978-0-7354-1971-1/$30.00
030155-1

intention to use it. This study aims to identify and construct a model of MIGO service’s quality to find out the user's
expectations of the public bike-sharing transportation system.
The implementation of the public bike-sharing model adopted by MIGO can be included in the innovation of a
complex system, therefore evaluation of service quality must consider many factors so that it can reflect actual
operational environment conditions. Understanding of a complex work system such as the bike-sharing public
transportation model applied by MIGO can be done using the macro ergonomics approach. Through the macro
ergonomics approach, a working system will be evaluated top-down to understand the overall design of the work
system and its relationship with socio (human) elements, technical (technological use) elements, and environment
(interaction with the environment) elements. The macro ergonomics approach that refers to the socio-technical aspects
is also supported by the concept of Customer Relationship Management (CRM) that also has three main elements key
to its success, namely people, process, and technology. The assessment of the public bike-sharing service is based on
functionality, quality, price, and time which can be the most important attributes, but after this aspect of functionality
is fulfilled, users tend to need something more. Answering this, ergonomic usability is important to consider together
with the functionality of a product or service. To be able to capture these uses, a service must be designed by adapting
the Ergonomics Design Principles including interaction, emotion, performance, interactive needs, and affective needs.
Adjusting to the environmental value awareness that is the basic principle of MIGO in introducing public bike-sharing,
the concept of Green Ergonomic Model (GEM) can also be considered in assessing the dimensions of service
attributes. The principle of functionality, ergonomics design and the GEM model will be used to assist in determining
indicators of MIGO service quality assessment.
The evaluation of the service quality of public bike-sharing MIGO is described in several dimensions that have a
relationship with the socio-technical system aspects, namely E-bike, rental system, substation, infrastructure, and
social value. ANP and DEMATEL methods (DANP) are considered to be complementary to solve complex problems
with results that are more accurate and able to describe the conditions of the scope that are examined in real terms.
From the results of the assessment and analysis carried out, it is expected to help the company to identify which
dimensions are important for improvements and later can increase the satisfaction and interest of the community to
use the MIGO E-bike.
RESEARCH METHODOLOGY
A. Identification indicator with DEMATEL
This method is used to find out the interrelationships between several components and can be used to find out
which factors affect each other or affect each of them.
• Create a direct relationship matrix
Measurement of the relationship between criteria using the scale in the form of a paired comparison matrix of n x
n in matrix A, where aij shows how far the criteria i affect the criteria j.
• Normalizing the direct relationship matrix
Based on the relationship of matrix A, the normalization of the relationship of the X matrix can be obtained directly
through the following equation:
X = k x A (1)
k = 1/ , 1 ≤ i ≤ n Σ j=1aij, where i, j = 1, 2, 3, ....., n
• Create relationship matrix
The total relationship of the T matrix denoted as an identity matrix can be obtained through the following equation:
T = X (1 – X)-1 (2)
• Calculate vector D (dispatcher) and vector R (receiver)
The number of rows and columns is separately represented as vector D and the R vector. Then horizontally a vector
(D + R) called "prominance" is created by adding D to R which shows how important a criterion is. Likewise with the
vertical axis (D-R) called "relations" becomes a group of causes and groups as a result.
T = [tij] n x n 'i, j = 1, 2, 3, ..., n (3)
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D = [
tij] n x 1 = [tj] n x 1 (4)
R = [
 tij] 1 x m = [tj] n x 1 (5)
• Calculate Impact Diagram
Therefore, a threshold value is needed for the level of influence. Only a few elements that have a value greater
than the threshold value in the T matrix, can be seen and converted into the impact-diagram map.
B. Calculation with ANP method
The ANP method is used to describe interrelationships or interactions as well as feedback from elements in
clusters (inner dependence) and between clusters (outer dependence) so that, they can understand complex
relationships in the evaluation system and find directions for improvements [9]. Regarding the ANP method, the
following steps must be taken:
• Construct The Model
The construction of the model is based on existing problems, so it needs to be clearly described, and shape it into
the network.
• Create a Paired Comparison Matrix
. =   . (6)
Where A is the pairwise comparison matrix and   is the largest eigenvalue of A. Eigenvector is the matrix
priority weight which is then used in supermetric preparation.
• Calculate Consistency Ratio
A consistency ratio is a ratio that states whether the assessment given by expertise is consistent or not. Consistency
Index (CI) of a comparison matrix is calculated using the following formula:
 
 (7)
The consistency ratio is obtained by comparing the consistency index with the value of the random consistency
index (RI), as follows:
 
 (8)
The value for RI depends on the number of items compared (n). The value of RI when "n" is equal to 1, 2, 3 until
10 is shown as in the following table:
TABLE 1. Value of RI
N
1
2
3
4
5
6
7
8
9
10
RI
0
0
0.52
0.89
1.11
1.23
1.35
1.4
1.45
1.49
If the CR value is less than 0.1, it can be said that the assessment given by expert is consistent.
• Create a Supermatrix
Supermatrix is a matrix consisting of sub-sub-matrices arranged from a set of relationships between the two levels
contained in a model. Supermatriks shows the influence of elements on other elements in a network obtained from a
paired comparison matrix. There are three supermatrix that must be completed in the ANP model, namely: (a)
Unweighted Supermatrix (b) Weighted Supermatrix (c) Limit Matrix
• Select of the Best Alternatives
After obtaining the value of each element at the limit matrix, the next step is to calculate the value of these elements
following the ANP model that has been made. The alternative with the highest global priority is the best.
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CONCEPTUAL MODEL
The macro ergonomics approach that refers to the socio-technical aspect is also supported by the concept of
Customer Relationship Management (CRM). Where in applying the CRM concept, three main elements are the key
to its success, namely people, process, and technology. These three elements will always depend on each other to
create a good business strategy [10]. The use of the CRM and macro ergonomics concept can help companies in
applying technological and human resource aspects in business processes to obtain knowledge about the behavior and
values of customers that are used to support sales, service, and brand marketing activities. In addition, the concept of
CRM and macro ergonomics also emphasizes the importance of creating relationships between customers and
companies, which aims to increase customer satisfaction and company profits. [11].
Assessment of the dimensions of a product or service is based on functionality, quality, price, and time that can be
the most important attribute, but after aspects of this functionality are met, users tend to need something more.
Answering this, ergonomic usability is important to be considered together with functionality on a product. To be able
to capture these uses, a product must be designed by adapting Ergonomic Design Principles covering ergonomic
interaction, emotion, performance, interactive needs, and affective needs [12].
Value
Product / Service
Attributes
Image
=
Relationship
Green Ergonomic
Model Functionality Quality Time Price
Socio Technical+
Macroergonomics
Ergonomic Design Principle
CRM
FIGURE 1. Development Model of Macro ergonomics and Customer Relationship Management
TABLE 2. Evaluation Criteria
Dimension
Criteria
Factor Loading
E-bike
Function, Aesthetic, Comfort
Basic functions and features of the E-bike, a condition when
rented, E-bike design, size, comfortable when used
Rental System
Information, Price and Payment
Method, Rent Procedure, Application
Information Suitability, Payment options, rental procedure,
rental prices, Operator Availability, Easy to use application
Substation
Appearance, Work Partners
Easy access to the substation, compliance with operational
hours, availability of E-bikes, availability of work partners
Infrastructure
Public Facilities, Facilities
Avalaibality
Cycling path, parking place, distribution of E-bike, number of
Substations reaches throughout the region
Social Value
Environmental Value, Safety Value
Energy-saving and environmental-friendly electric bicycles,
the security of personal data information, E-bike safety
Adapting to the environmental awareness value that is the basic principle of the MIGO E-bike in introducing Public
Bike-Sharing innovation, the Green Ergonomic Model (GEM) concept can also be considered in assessing the
dimensions of product/service attributes. The principle of functionality, ergonomic design principles, and the GEM
model will be used to assist in determining the indicator of the quality assessment of the MIGO E-bike service. The
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service quality of public bike-sharing MIGO is described in several dimensions that have a relationship with the socio-
technical system aspects, namely E-bike, rental system, substation, infrastructure, and social value. Indicators
regarding MIGO service quality are obtained through literature and some previous studies, as well as the results of
direct field studies confirmed by experts [13].
RESULT AND ANALYSIS
A. Building relationship map
By comparing each value in the total relationship matrix with the value of the threshold value of 0.1227, an
indicator is said to have an influence/ linkage with other indicators if the matrix has a greater value, whereas when the
value of the total relationship matrix is smaller than the threshold value, the indicator can be interpreted to have no
influence on other indicators.
The value of vector D is obtained by summing all rows in the total relationship matrix, while the value of vector
R is obtained by summing all the columns in the total relationship matrix. The calculation of vector D and vector R is
used to find out the prominence value (D+R) and relation (D-R). The prominence value (D+R) shows the level of
importance of the indicator to the dimensions of service quality. Relationship value (D-R) shows a causal relationship
on the assessment indicator.
TABLE 3. Calculation vector D and vector R
The results of determining the impact diagram in the DEMATEL method will illustrate the relationship of inner
dependence and outer dependence between indicators, where the relationship will be an input in making ANP network
models.
Dimension
Indicators
D
R
D-R
Relation
D+R
Prominence
E-bike
Basic functions and features of the E-bike
3.9565
4.1039
-0.1473
8.0604
Condition of Bicycles When Rented
4.6310
4.3669
0.2641
8.9979
E-bike design
3.0230
3.5631
-0.5401
6.5860
E-bike size
2.6599
2.7294
-0.0695
5.3893
E-bike is comfortable when used
5.1984
4.6566
0.5417
9.8550
Rental
System
Information Suitability
4.1224
3.6892
0.4332
7.8116
Accuracy of location substation information
2.9891
3.4531
-0.4640
6.4421
Information on the number of E-bikes in substation
3.2510
3.4728
-0.2218
6.7238
Standard rental prices are clear
3.3927
3.2513
0.1414
6.6439
Payment options (Cash and Deposit)
3.3997
3.2642
0.1355
6.6640
E-bike rental procedure
4.7930
4.0637
0.7293
8.8566
Procedure for removing a damaged E-bike
4.7656
4.5547
0.2109
9.3203
Availability of operators
2.8319
3.0824
-0.2506
5.9143
Easy to use application
4.1359
3.9119
0.2241
8.0478
The display and information presented are easy to understand
4.7127
4.5566
0.1561
9.2692
Substation
There is a location marker board substation
2.2524
2.6649
-0.4125
4.9173
Easy access to substation
2.6248
3.3423
-0.7175
5.9671
Compliance with operational hours of substation
2.7603
3.2082
-0.4479
5.9685
Availability of E-bikes in each substation
3.0896
3.6700
-0.5804
6.7596
Availability of work partners in substation
3.3785
3.3599
0.0186
6.7384
The attitude of partners in serving users
2.2593
2.4330
-0.1738
4.6923
Infrastructure
Special cycling path
3.2187
2.8346
0.3841
6.0532
Bicycle-specific parking lot
2.9709
2.7356
0.2353
5.7066
Distribution of E-bike is evenly distributed on all substations
2.9197
3.9022
0.9825
6.8219
The number of Substations reaches throughout the region
3.3814
3.9585
0.5771
7.3400
Energy-saving and environmentally friendly electric bicycles
4.4269
3.9031
-0.5238
8.3300
E-bike users feel that they help preserve the environment
4.0786
3.7298
-0.3489
7.8084
Social Value
Security of personal data information used to create an account
3.2192
3.1849
-0.0343
6.4041
E-bike is safe to use and has security accessories
4.1615
4.0598
-0.1017
8.2213
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B. The weighted gap evaluation
ANP network modeling is done by describing the dimension-criteria and indicator networks using the Super
Decision 2.10 software. Modeling the network of indicator criteria based on the interrelationship between the
indicators of the DEMATEL method impact diagram. Clusters in this network model are dimension criteria, while
nodes are indicators for each criteria. Connection nodes show relationships and influences between indicators. The
relationship of indicators within the same criteria is called inner dependence, while the relationship of indicators
outside the criteria is called outer dependence.
FIGURE 2. ANP Dimension-Criteria network model
The first step in the weighting process is to do a paired comparison of network model dimensions and criteria
aimed at obtaining both local weights each of dimension, then calculate the global weighted.
FIGURE 3. Pairwise Comparison Questionnaire
The basis for calculating ANP weighting is a pairwise comparison questionnaire which is the result of modeling
the Super Decision software. The first comparison is done on all major clusters. In Figure 3, an example of filling in
a pairwise comparison questionnaire on the E-bike cluster, where in the first question item it is stated that the E-bike
dimension is slightly more important than the infrastructure dimension. The consistency value of each questionnaire
must not exceed the standard limit of 0.1 (<0.1).
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TABLE 4. Criteria Local Weight
Name
Normalized By Cluster
Limiting
Aesthetic
0.0852
0.0218
Comfort
0.6442
0.1648
Function
0.2705
0.0692
Facilities Availability
0.8000
0.0771
Public Facilities
0.2000
0.0193
Application
0.3046
0.0482
Information
0.1239
0.0196
Price and Payment Method
0.0773
0.0122
Rent Procedure
0.4940
0.0782
Appearance and Operational
0.7500
0.0454
Work Partners
0.2500
0.0151
Environtmental Value
0.8333
0.3576
Safety Value
0.1666
0.0715
TABLE 5. Dimension Local Weight
Name
Weighted Value
E-bike
0.2558
Rental System
0.0963
Substation
0.1583
Infrastructure
0.0605
Social Value
0.4291
TABLE 6. Overall Global Weight
EB:E-bike, RS:Rental System, S:Substation, I:Infrastructure, SV:Social Value
Dimension
Criteria
Indicator
Global Weighted
Ranking
(EB)
0.2558
0.2705
0.5365
0.0371
8
0.4635
0.0321
9
0.0852
0.9156
0.0200
13
0.0844
0.0018
25
0.6442
1.0000
0.1648
2
(RS)
0.0963
0.1239
0.4985
0.0059
20
0.1025
0.0012
27
0.3990
0.0048
21
0.0773
0.5930
0.0044
22
0.4070
0.0030
23
0.4940
0.6528
0.0311
11
0.3338
0.0159
16
0.0134
0.0006
28
0.3046
0.6004
0.0176
14
0.3996
0.0117
17
(S)
0.1583
0.7500
0.0106
0.0013
26
0.3286
0.0390
7
0.0924
0.0110
18
0.5684
0.0675
3
0.2500
1.0000
0.0396
6
0.0000
0.0000
29
(I)
0.0605
0.2000
0.7839
0.0095
19
0.2161
0.0026
24
0.8000
0.3512
0.0170
15
0.6488
0.0314
10
(SV)
0.4291
0.8333
0.8769
0.3136
1
0.1231
0.0440
5
0.1666
0.3215
0.0230
12
0.6785
0.0485
4
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Based on Table 4 above the criteria for local weights are shown in the normalized by cluster column, whereas in
the limiting column it shows the global weights between dimensions and criteria. Furthermore, to get the local weights
in dimensions, the limiting column is divided by the weights in the normalized by cluster column, then the results of
the division are calculated on average for each dimension grouping. The local weights of each dimension can be seen
in Table 5.
After all local weights are obtained, the next step is to calculate global weights. Global weight calculation is
obtained by multiplying the three local weights (dimension, criteria, indicator). The results of the calculation of global
weights are shown in Table 6.
From the calculation of global weighting as a whole it can be seen the ranking of all indicators studied, where the
5 most important indicators according to expert are energy-saving and environmentally friendly electric bicycles,
comfortable electric bicycles when used, availability of E-bikes on each Substation, E-bike safe to use and has security
accessories, and E-bike users feel that they help preserve the environment.
CONCLUSION AND SUGGESTION
The concept of macro ergonomics is used to identify the main dimensions, criteria, indicators and customer
expectations of MIGO E-bike. 29 indicators were identified as a reference for evaluating service quality. The
indicators that have the most number of connections are the convenient E-bike when used, the exchange procedure
for damaged E-bikes, the display of information presented is easy to understand, and electric bicycles are energy
efficient and environmentally friendly. Based on the results of calculations, the dimension of social value becomes
the indicator with the greatest weight with a value of 0.4291, then the E-bike (0.2558), Substation (0.1583), Rental
System (0.0963), and Infrastructure (0.0605). Whereas the global weight, energy-saving and eco-friendly bicycle
indicators have the highest value (0.3136) and comfortable bicycles when used are indicators with the second-highest
value (0.1648). Research development can be done by measuring the willingness to use the innovation of a public
bike-sharing system based on the developed conceptual model, so companies can predict user characteristics and
public interest in using public transportation modes. Furthermore, the use of solar panels on each substation as
alternative energy to charge the battery and interconnection with other modes of public transportation also needs to
be considered.
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