PRASETYO, NUGROHO TRI (2021) ANALISIS KEPUASAN PENUMPANG TERHADAP KINERJA PELAYANAN PADA KA LOKAL MERAK. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to analyze and determine the level of service performance of the local Merak train which affects passenger satisfaction on the Rangkasbitung - Merak route. Data collection was carried out by means of literature study and field study by means of observation and distributing questionnaires with a total sample size of 100 respondents. The results of the questionnaire analysis were carried out using the "Importance Performance Analyzer" method, which was then carried out by bivariate correlation analysis, validity and reliability testing using the SPSS program, and hypothesis testing using the Chi Square method. From the results of the analysis of passenger satisfaction with the local peacock train service, it was found that an average officer performance score of 4.044 from a scale of 5.00 was included in the "Very Good" category according to the Likert scale and at the level of importance obtained an average of 4,253 included in the "Very Important" category. ". The results of the correlation test between the officer's performance and the level of importance show significance / validity. Reliability testing shows the results of the Cronbach Alpha value of 0.791 and 0.933, which means greater than 0.6 so that the questionnaire is reliable or consistent. For normality test results obtained significance values of 0.196 and 0.200, which means the data is normally distributed. Service elements that need to be repaired include platform canopy that has not covered the entire platform area, boarding area, number of toilets, train departure and arrival information, and adequate air circulation facilities. The results of the analysis of the travel time are according to the planned time, with a load factor of 84.43%. The capacity of the Rangkasbitung-Merak route is 55 trains / day. Keywords ; Train, Importance Performance Analyzer (IPA), passenger satisfaction, travel time, load factor, traffic capacity, SPSS. Penelitian ini bertujuan untuk menganalisis dan mengetahui tingkat kinerja pelayanan kereta lokal Merak yang berpengaruh terhadap kepuasan penumpang rute Rangkasbitung – Merak. Untuk pengumpulan data dilakukan dengan cara studi kepustakaan dan studi lapangan dengan cara observasi dan penyebaran kuesioner dengan jumlah sampel adalah 100 responden. Hasil analisis kuesioner dilakukan dengan metode “Importance Performance Analysist” yang selanjutnya dilakukan analisis korelasi bivariat, pengujian validitas dan reliabilitas dengan menggunakan program SPSS, uji hipotesis dengan metode Chi Square. Dari hasil Analisa kepuasan penumpang terhadap pelayanan kereta api lokal merak, didapatkan nilai kinerja petugas rata-rata sebesar 4.044 dari skala 5.00 masuk dalam kategori “Sangat Baik” sesuai skala Likert dan pada tingkat kepentingan diperoleh rata-rata sebesar 4.253 masuk dalam kategori “Sangat Penting”. Hasil uji korelasi antara kinerja petugas dan tingkat kepentingan menunjukkan signifikasi / valid. Pengujian reliabilitas menunjukkan hasil nilai Cronbach Alpha sebesar 0.791 dan 0.933 yang berarti lebih besar dari 0.6 sehingga kuesioner bernilai reliabel atau konsisten. Untuk hasil uji normalitas didapatkan nilai signifikasi sebesar 0.196 dan 0.200 yang berarti data berdistribusi normal. Unsur pelayanan yang perlu dilakukan perbaikan meliputi kanopi peron yang belum menutupi seluruh area peron, area boarding, jumlah toilet, informasi keberangkatan dan kedatangan KA, dan fasilitas sirkulasi udara yang memadai. Hasil analisa waktu tempuh sudah sesuai waktu yang telah direncanakan, dengan load factor 84.43%. Untuk kapasitas lintas rute Rangkasbitung-Merak sebanyak 55 KA/hari. Kata Kunci ; Kereta Api, Importance Performance Analysist (IPA), kepuasan penumpang, waktu tempuh, load factor, kapasitas lintas, SPSS.
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