ANALISIS KINERJA PELAYANAN PENUMPANG TERHADAP SARANA LRT JAKARTA (RUTE VELODROME PEGANGSAAN DUA)

NABILAH, FARHANAH (2020) ANALISIS KINERJA PELAYANAN PENUMPANG TERHADAP SARANA LRT JAKARTA (RUTE VELODROME PEGANGSAAN DUA). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The Jakarta LRT is a Light Rail Transit system that has been piloted since August 2018 and is expected to be able to overcome congestion that is increasingly growing and providing the best service for the people of Jakarta. To maintain the quality of the Jakarta LRT service, a minimum LRT Jakarta Service Standard (SPM) is required. Seeing the existing problems, it is necessary to analyze the performance of passenger services on Jakarta LRT facilities (Velodrome - Pegangsaan Dua route). The data needed in the process of analyzing the performance of passenger services is primary data and secondary data. Primary data in the form of observations and survey results to several passengers of the Jakarta LRT facility using questionnaire methods, while secondary data in the form of data on the number of passengers and location maps or travel routes are useful as supporting data in data processing. The procedure of analyzing the performance of this passenger service uses SPSS software in carrying out statistical tests. From the results of direct observation the weighting of the assessment reached 100% based on Governor Regulation Number 95 of 2019, while the weight of the assessment reached 98% based on Ministerial Regulation Number 48 of 2015. The satisfaction level of PT. LRT Jakarta from the point of view of consumers reaches a value of 4.46 with the category Very Satisfied and the performance of PT. LRT against Minimum Service Standards (SPM) according to Governor Regulation Number 95 of 2019 reached a value of 4.48 with the category of Very Good. Keywords : Train, Minimum Service Standards, Light Rail Transit, Passenger Satisfaction. LRT Jakarta merupakan sistem Light Rail Transit yang mulai diuji coba sejak Agustus 2018 dan diharapkan mampu mengatasi kemacetan yang semakin hari kian bertambah dan memberikan layanan terbaik bagi masyarakat Jakarta. Untuk menjaga kualitas pelayanan LRT Jakarta tersebut maka dibutuhkan Standar Pelayananan Minimal (SPM) LRT Jakarta. Melihat permasalahan yang ada maka perlu adanya analisis kinerja pelayanan penumpang terhadap sarana LRT Jakarta (rute Velodrome – Pegangsaan Dua). Data yang diperlukan dalam proses analisis kinerja pelayanan penumpang ini adalah data primer dan data sekunder. Data primer yang berupa observasi dan hasil survei kepada beberapa penumpang sarana LRT Jakarta dengan metode pemberian kuesioner, sedangkan data sekunder berupa data jumlah penumpang dan peta lokasi atau rute perjalanan yang berguna sebagai data pendukung dalam pengolahan data. Prosedur analisis kinerja pelayanan penumpang ini menggunakan perangkat lunak SPSS dalam melakukan Uji Statistik. Dari hasil pengamatan langsung bobot penilaian mencapai 100% berdasarkan Peraturan Gubernur Nomor 95 Tahun 2019, sedangkan bobot penilaian mencapai 98% berdasarkan Peraturan Menteri Nomor 48 Tahun 2015. Tingkat kepuasan PT. LRT Jakarta dari sudut pandang konsumen mencapai nilai 4.46 dengan kategori Sangat Puas dan kinerja layanan sarana PT. LRT terhadap Standar Pelayanan Minimum (SPM) sesuai Peraturan Gubernur Nomor 95 Tahun 2019 mencapai nilai 4.48 dengan kategori Sangat Baik. Kata Kunci : Kereta, Standar Pelayanan Minimum, Light Rail Transit, Kepuasan Penumpang.

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