ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN KERETA REL LISTRIK (KRL) COMMUTERLINE RUTE ST. CAWANG – TANAH ABANG

CHOFID, MUHAMAD SOFWAN (2018) ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN KERETA REL LISTRIK (KRL) COMMUTERLINE RUTE ST. CAWANG – TANAH ABANG. S1 thesis, Universitas Mercu Buana Bekasi.

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Abstract

ABSTRAK Judul: Analisa Kepuasan Pelanggan Terhadap Pelayanan Kereta Rel Listrik (KRL) Commuterline Rute St. Cawang – Tanah Abang, Nama: Muhamad Sofwan Chofid, Nim: 41114210007, Dosen Pembimbing: Muhammad Isradi, ST, MT, 2018. Penelitian ini membahas kepuasan pelanggan atau penumpang terhadap pelayanan Kereta Rel Listrik (KRL) Commuterline rute St. Cawang – Tanah Abang yang dilatarbelakangi oleh faktor kemacetan yang tinggi di Jabodetabek dan untuk menjadikan Kereta Rel Listrik (KRL) Commuterline sebagai transportasi utama dalam upaya mengurangi tingkat kepadatan kendaraan pribadi dan kemacetan yang terjadi, maka faktor pelayanan haruslah sangat diperhatikan dan ditingkatkan. Metodologi yang digunakan dalam penelitian ini adalah pengambilan sample dengan metode random sampling dengan jumlah sample yaitu 100 responden yang menggunakan Kereta Rel Listrik (KRL) Commuterline dengan rute St. Cawang – Tanah Abang dan sebaliknya. Variabel pengamatan yang digunakan sebanyak 2 variabel dengan 5 dimensi dan 3 ruang lingkup yaitu stasiun, tiket dan kereta rel listrik. Analisa yang dilakukan yaitu dengan menghitung validitas dan reliabilitas data, kemudian pengujian regresi linear sederhana dan analisa dengan menggunakan metode “Importance Performance Analysis” yang selanjutnya dilakukan pengujian hipotesa dengan menggunakan metode Chi-Square. Dari hasil penelitian dapat diketahui bahwa penilaian penumpang terhadap Kereta Commuter Indonesia sudah cukup baik. Berdasarkan analisa regresi linear yang dilakukan didapat bahwa kinerja petugas mempunyai pengaruh terhadap kepuasan penumpang dengan nilai signifikamsi 0,000 < 0,05 dan variabel yang diteliti memenuhi syarat validitas karena memiliki nilai r-hitung > r-tabel atau nilai Corrected-Item Correlation > 0,195, serta semua variabel dinilai reliabilitas karena memiliki nilai Cronbach’s Alpha > 0,80 (skala keandalan). Kata kunci : Tingkat Kepuasan, Kereta ReL Listrik (KRL) Commuterline, Importance Performance Analysis ABSTRACT Title: Analysis of Customer Satisfaction Towards (KRL) Commuterline Route St. Cawang – Tanah Abang, Name: Muhamad Sofwan Chofid, Nim: 41114210007, Supervisor: Muhammad Isradi, ST, MT, 2018. This study explores about customer satisfaction or passengers towards (KRL) Commuterline route St. Cawang – Tanah Abang who was effected by a factor of high congestion in Jabodetabek and to make the electric rail Train (KRL ) Commuterline as the main transportation in an attempt to reduce the level of personal vehicle density and congestion that occurs, then the service factor must be very cared for and upgraded. The methodology that used in this study is randomly sample retrieval by the number of sample i.e. 100 respondents who use electric rail Train (KRL) Commuterline with the route St. Cawang – Tanah Abang and vice versa. Observation of the variable that used as many as two variables with 5 dimensions and 3 scope i.e. the station, tickets and KRL. The analysis was performed by calculating the validity and reliability of data, then a simple linear regression testing and analysis using the method of "Importance Performance Analysis" which further performed testing hypotheses with using the method of Chi-Square. From the results of research can be known that the passenger assessment of Commuter Train of Indonesia is already good enough. Based on linear regression analysis is done to come by that officer's performance had an impact on passenger satisfaction with value of significance 0.000 < 0.05 and the variables examined qualified validity because it has a value of r-calculate > r-tables or values of Corrected-Item Correlation > 0.195, as well as all the variables assessed reliability because it has the value of Alpha Cronbach's > 0.80 (scale reliability). Keywords: degree of satisfaction, (KRL) Commuterline, Importance Performance Analysis

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