ANDRIHASWORO, GALIH (2020) ANALISIS KINERJA OPERASIONAL DAN KEPUASAN PENUMPANG TERHADAP PELAYANAN SHUTTLE TRAVEL DAYTRANS RUTE JAKARTA- BANDUNG. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The shuttle bus is a land transportation mode that some people rely on. The importance of time has changed people's habits in determining transportation options. Nowadays people need travel tickets with travel time and fast booking system. The value of a person's time then causes the high interest in plane and train passengers every year and encourages the travel business to flourish. DayTrans Travel is one of the travel companies competing in this competition so that consumers do not switch to other travel. Daytrans must improve the quality of services provided so that consumers feel satisfied and return to using DayTrans Travel services. The purpose of this study was to determine the operational performance of the travel agent Daytrans Shuttle Bus, to determine the assessment of passenger satisfaction with the services provided by the travel agent. This research uses a method of importance performance analysis to see the level of performance and level of importance. Field survey by direct observation and distributing questionnaires to Daytrans Shuttle Travel users. The results of this study indicate that the average performance and service of Daytrans Shuttle Travel is Good, and the average level of passenger interest is Important. Keywords: Transportation, Shuttle Travel, Importance Performance Analysis Shuttle bus merupakan moda transportasi darat yang cukup diandalkan oleh sebagian orang. Pentingnya waktu telah mengubah kebiasaan orang dalam menentukan pilihan transportasi. Saat ini orang membutuhkan tiket perjalanan dengan waktu tempuh dan sistem pemesanan yang cepat. Nilai waktu seseorang kemudian menyebabkan tingginya peminat penumpang pesawat dan kereta setiap tahun dan mendorong bisnis travel semakin marak. DayTrans Travel salah satu perusahaan travel yang bersaing di dalam persaingan tersebut agar konsumen tidak beralih ke travel lainnya. Daytrans harus meningkatkan kualitas pelayanan yang diberikan agar konsumen merasa puas dan kembali menggunakan jasa DayTrans Travel. Tujuan penelitian ini adalah untuk mengetahui kinerja operasional dari agen travel Daytrans Shuttle Bus, mengetahui penilaian kepuasan penumpang terhadap pelayanan yang diberikan agen travel tersebut. Peneltian ini menggunakan metode importance performance analysis untuk melihat tingkat kinerja dan tingkat kepentingan, Survey lapangan dengan melakukan pengamatan langsung dan penyebaran kuesioner kepada pengguna Daytrans Shuttle Travel. Hasil penelitian ini menunjukkan bahwa rata-rata kinerja dan pelayanan Daytrans Shuttle Travel yaitu Bagus, dan rata-rata tingkat kepentingan penumpang yaitu Penting. Kata Kunci: Transportasi, Shuttle Travel, Importance Performance Analysis
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