ANALISIS KINERJA PELAYANAN TRANSJAKARTA TERHADAP TINGKAT KEPUASAN PENUMPANG DENGAN METODE SERVQUAL STUDI KASUS TRANSJAKARTA KORIDOR 2 (HARMONI –PULOGADUNG)

VANI, FEILZA (2020) ANALISIS KINERJA PELAYANAN TRANSJAKARTA TERHADAP TINGKAT KEPUASAN PENUMPANG DENGAN METODE SERVQUAL STUDI KASUS TRANSJAKARTA KORIDOR 2 (HARMONI –PULOGADUNG). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

As a big city, DKI Jakarta has several urban problems, one of which is congestion due to the increasing number of vehicles dominated by private vehicles, in line with the number of residents in Jakarta and residents around Jakarta who come to Jakarta, to work, shop, go to school or just recreation . One of the ways in which the Jakarta city government is dealing with congestion is to provide transportation services in the form of Transjakarta buses. Therefore, research needs to be done to assess the performance and quality of service to find out how much the level of passenger satisfaction with the service performance of the Transjakarta Bus route Harmoni - Pulo Gadung. Based on the analysis of the results of the questionnaire service referring to the 5 dimensions of service (SERQUAL) obtained from Transjakarta bus users on the Harmoni - Pulo Gadung route which stated that the performance of TransJakarta Very Good (SB) buses was 20.54%, then those who answered Good (B) obtained at 41.54%; Good enough (CB) is obtained at 29.08%; Less Good (KB) obtained at 7.54% and Not Good (TB) obtained at 1.3%. This research is expected to be a reference or consideration for the Jakarta Governments to take a policy so that the performance and services of Transjakarta buses will increase in reducing congestion in the cities of Jakarta and around. Keywords: Trasjakarta Bus Service, SERVQUAL, Impotance Performance Analysis, Chi Square. Sebagai kota besar, DKI Jakarta memiliki beberapa masalah perkotaan, salah satu diantaranya adalah kemacetan dikarenakan bertambahnya jumlah kendaraan yang didominasi oleh kendaraan pribadi, sejalan dengan jumlah penduduk di Jakarta maupun warga sekitar Jakarta yang datang ke Jakarta, untuk bekerja, berbelanja, bersekolah atau sekedar rekreasi. Salah satu cara yang dilakukan oleh pemerintah kota Jakarta untuk mengatasi kemacetan yaitu menyediakan jasa transportasi berupa bus Transjakarta. Oleh karena itu perlu di lakukan penelitian untuk menilai kinerja dan kualitas pelayanan untuk mengetahui seberapa besar tingkat kepuasan penumpang terhadap pelayanan kinerja Bus Transjakarta rute Harmoni – Pulo Gadung. Berdasarkan analisis pelayanan hasil kuisoner mengacu kepada 5 dimensi tingat pelayanan (SERQUAL) di dapat dari pengguna bus Transjakarta rute Harmoni – Pulo Gadung yang menyatakan kinerja bus TransJakarta Sangat Baik (SB) di dapat sebesar 20,54%, kemudian yang menjawab Baik (B) didapat sebesar 41,54% ; Cukup Baik (CB) didapat sebesar 29,08%; Kurang Baik (KB) didapat sebesar 7,54% dan Tidak Baik (TB) didapat sebesar 1,3%. Penelitian ini diharapkan menjadi referensi atau bahan pertimbangan Pemerintah kota Jakarta untuk mengambil sebuah kebijakan agar kinerja dan pelayanan bus Transjakarta semakin meningkat dalam mengurangi kemacetan di kota dan Jakarta dan sekitarnya. Kata Kunci : Pelayanan Bus Trasjakarta, SERVQUAL, Impotance Performance Analysis, Chi Square

Item Type: Thesis (S1-Sarjana)
NIM: 41117110070
Uncontrolled Keywords: Pelayanan Bus Trasjakarta, SERVQUAL, Impotance Performance Analysis, Chi Square
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.5 General Purpose Application Programs/Program Aplikasi dengan Kegunaan Khusus
200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.01-658.09 [Management of Enterprises of Specific Sizes, Scopes, Forms; Data Processing]/[Pengelolaan Usaha dengan Ukuran, Lingkup, Bentuk Tertentu; Pengolahan Data] > 658.05 Data Processing Computer Applications/Pengolahan Data Aplikasi Komputer
Divisions: Fakultas Teknik > Teknik Sipil
Depositing User: Dede Muksin Lubis
Date Deposited: 02 Jul 2020 07:29
Last Modified: 02 Jul 2020 07:29
URI: http://repository.mercubuana.ac.id/id/eprint/56162

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