ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KINERJA PELAYANAN JASA TRANSPORTASI MASS RAPID TRANSIT (MRT) JAKARTA BERBASIS STANDAR PELAYANAN MINIMUM (SPM) (Stasiun Lebak Bulus Grab - Stasiun Bundaran Hotel Indonesia)

RAMADAN, ARES RESTU (2020) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KINERJA PELAYANAN JASA TRANSPORTASI MASS RAPID TRANSIT (MRT) JAKARTA BERBASIS STANDAR PELAYANAN MINIMUM (SPM) (Stasiun Lebak Bulus Grab - Stasiun Bundaran Hotel Indonesia). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Mass Rapid Transit (MRT) is a new transportation service sector in Jakarta that has a vital role in supporting daily activities. The need for transportation services, which is followed by increasingly high levels of community activity, is something that needs to be considered at this time, in order to meet those needs. With so many transportation companies emerging and offering a variety of different products, with different services and different prices, people will be more careful in determining the choice of transportation services that will be used. The purpose of this study was to determine how the level of passenger satisfaction with Jakarta Mass Rapid Transit (MRT) services in 13 MRT Stations, on the way using MRT facilities and on other transportation integration services available at several MRT stations, based on the Minimum Service Standards (MMS). Data collection was carried out through distributing questionnaires to Jakarta MRT passengers. To measure respondent satisfaction, the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods are used. The results showed that the perception and level of passenger satisfaction with Jakarta's Mass Rapid Transit (MRT) transportation services was very satisfying, this can be seen in the average value of the suitability level above 85% and index value above 80%. Based on Importance Performance Analysis (IPA) in cartesius diagram, the factors that are the top priority and must be corrected according to passenger expectations are the availability of landfills, availability of public seating and priority seats in the station platform area and the availability of information on easy-to-read follow-up transportation (to transjakarta, commuter line, etc). These results are obtained based on the attributes that are in quadran I positionat at most stations. Keywords: Jakarta Mass Rapid Transit (MRT) Passenger Satisfaction, Minimum Service Standards (MMS) MRT, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI). Mass Rapid Transit (MRT) merupakan salah satu sektor jasa transportasi baru di Jakarta yang memiliki peranan yang cukup vital dalam menunjang kegiatan sehari-hari. Kebutuhan akan jasa transportasi yang diikuti dengan semakin tingginya tingkat kegiatan masyarakat menjadi hal yang perlu diperhatikan saat ini, guna memenuhi kebutuhan tersebut. Dengan banyaknya perusahaan transportasi yang bermunculan dan menawarkan berbagai macam produk yang berbeda, dengan pelayanan yang berbeda dan harga yang berbeda, membuat masyarakat akan semakin teliti dalam menentukan pilihan jasa transportasi yang akan dipakai. Tujuan penelitian ini untuk mengetahui bagaimana tingkat kepuasan penumpang terhadap pelayanan Mass Rapid Transit (MRT) Jakarta di 13 Stasiun MRT, di dalam perjalanan menggunakan sarana MRT dan pada layanan integrasi tranportasi lain yang tersedia di beberapa stasiun MRT, dengan berbasis pada Standar Pelayanan Minimum (SPM). Pengumpulan data dilakukan melalui penyebaran kuesioner kepada penumpang MRT Jakarta. Untuk mengukur kepuasan responden digunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa persepsi dan tingkat kepuasan penumpang terhadap pelayanan jasa transportasi Mass Rapid Transit (MRT) Jakarta adalah sangat memuaskan, hal ini dapat dilihat pada nilai rata-rata tingkat kesesuaian yang didapat diatas 85% dan nilai indeks diatas 80%. Berdasarkan teori Importance Performance Analysis (IPA) dalam diagram kartesius, faktor – faktor yang menjadi prioritas utama dan harus diperbaiki sesuai harapan penumpang adalah ketersediaan tempat pembuangan sampah, ketersediaan tempat duduk umum dan tempat duduk prioritas di area peron stasiun dan ketersediaan informasi mengenai angkutan lanjutan yang mudah terbaca (menuju transjakarta, kereta api, dll). Hasil tersebut di dapat berdasarkan atribut yang berada pada posisi kuadran I terbanyak di stasiun. Kata Kunci : Kepuasan Penumpang Mass Rapid Transit (MRT) Jakarta, Standar Pelayanan Minimum (SPM) MRT, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI).

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