FERDIYANTI, FITRIA (2019) ANALISIS KINERJA DAN KEPUASAN PELAYANAN TERHADAP MODA TRANSPORTASI BUS TRANSJAKARTA KORIDOR 8A (GROGOL 2 – JUANDA). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
TransJakarta Bus Corridor 8A on Grogol 2 - Juanda route passes several stops, namely Grogol 2 bus stop, S. ParmanPodomoro City, Tomang Mandala, RsTarakan, Petojo, and Harmoni. Its location is close to Mall Ciputra, Trisakti University, and Tarumanegara University which causes Corridor 8A to have passengers that are quite dense in working days. But over time, with the enthusiasm of the people of DKI Jakarta who prefer mass transportation, TransJakarta Bus has many problems in its operations. With these conditions, there is a buildup of passengers at the Grogol 2 stop. Data collection techniques are carried out by direct observation to obtain the results of operational performance, interviews, and questionnaires, to obtain primary data, while for secondary data derived from the Department of Land Transportation Standards, by comparing the Minimum Service Standards with results obtained in the field. Importance Perfomance Analysis (IPA) is used to measure the level of passenger satisfaction over the performance of TransJakarta Buses. The value of C obtained at the time of travel, the number of vehicles operating and on the Headway in the morning, afternoon and evening periods, which means that the value is not fully good at the Transjakarta Bus Operational Performance of Grogol 2 - Juanda, but the C value is also obtained at the frequency only in the afternoon that showed that in the afternoon there was a traffic jam which resulted in a frequency barrier. Then it was found that the assessment of Headway was in quadrant IV which showed that the assessment of performance was high but the value of satisfaction was low, so the results of the questionnaire on passenger satisfaction were the same as the Minimum Service Standards that were still C. Keywords: TransJakarta, Grogol 2 – Juanda, Operational Performance, Importance Performance Analysis (IPA), Minimum Service Standards Bus TransJakarta koridor 8A rute Grogol 2 – Juanda melewati beberapa halte yaitu halte Grogol 2, S.Parman Podomoro City, Tomang Mandala, Rs Tarakan, Petojo, danHarmoni.Lokasinya yang berada dekat dengan Mall Ciputra, Universitas Trisakti, dan Universitas Tarumanegara yang menyebabkan Koridor 8A memiliki penumpang yang cukup padat di hari-hari kerja. Namun seiring berjalannya waktu, dengan antusiasme warga DKI Jakarta yang lebih memilih alat transportasi massal Bus TransJakarta mengalami banyak masalah dalam operasionalnya. Dengan adanya kondisi tersebut, terjadi penumpukan penumpang di halte Grogol 2. Teknik pengambilan data dilakukan dengan cara observasi langsung untuk mendapatkan hasil kinerja operasional, dan penyebaran kuisioner, untuk mendapatkan data kepuasan penumpang tehradap pelayanan. Sebagai acuan kinerja operasional digunakan Standar Pelayanan Mminimum yang digunakan oleh Departemen Perhubungan Darat. Sedangkan untuk mengukur tingkat kepuasan penumpang atas kinerja Bus TransJakarta yaitu menggunakan Importance Perfomance Analisis (IPA) dan uji statistik. Didapatkan hasil nilai C pada waktu perjalanan, jumlah kendaraan yang beroperasi dan pada Headway pada periode pagi, siang dan sore, yang artinya nilai tersebut belum sepenuhnya baik pada Kinerja Operasional Bus TransJakarta rute Grogol 2 – Juanda, namun nilai C juga didapat pada frekuensi hanya pada sore hari yang menunjukan bahwa pada sore hari terjadi kemacetan yang mengakibatkan hambatan pada frekuensi. Kemudian pada hasil IPA dan uji chi square, Headway masuk dalam kuadran IV yang menunjukkan bahwa penilaian kinerja yang tinggi namun nilai kepuasan yang rendah, sehingga hasil kuisioner terhadap kepuasan penumpang sama dengan Standar Pelayanan Minimal yang masih C. Kata Kunci: TransJakarta, Grogol 2 – Juanda, Kinerja Operasional, Importance Performance Analysis (IPA), Standar Pelayanan Minimum
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