EVALUASI ANGKUTAN UMUM PADA TRAYEK BEKASI JAKARTA BARAT UNTUK ARMADA BUS PRIMAJASA

PRATAMA, IKHSAN DIKA (2019) EVALUASI ANGKUTAN UMUM PADA TRAYEK BEKASI JAKARTA BARAT UNTUK ARMADA BUS PRIMAJASA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Bus Primajasa is one means of public transportation which is very helpful for the user needs to travel from Bekasi to Jakarta and vice versa in order to support any movement akitivitas. In the period of the morning and afternoon during the hour to and from work seen solid user who caused the excess on the vehicle load factor (load factor), but the time period during the day, not a lot of passengers who use this bus. For this reason, it is necessary to analyze the operating performance of the customer service and satisfaction to the user's perception megetahui factors - factors that affect operational performance and customer satisfaction. To achieve these objectives carried out a survey to determine the performance opersaional services such as Factor load vehicle (load factor), time between (headway), Travel Time (traveling time), time operational performance (operational performance time), travel speed (travel speed), time passenger waiting (passanger waiting time) as well as the preparation of a questionnaire to determine the level of customer satisfaction according to the five dimensions of quality of service consisting of Reliability (Reliability), Responsiveness (Responsiveness), Security (Assurance), Empathy (Empathy), and Intangibles (Tangibles) with using Importance Performance Analysis. From the analysis in getting that Primajasa bus operating performance has been good, with reference to the Directorate General of Land Transportation standards. As for the performance of services according to respondents, Very Good (SB) at 8:40%, Good (B) of 32.70%, Pretty Good (CB) of 32.80%, Less Good (KB) of 19.10%, and No Good (TB) 7% with reference to the five dimensions of service. For the level of service satisfaction according to respondents, Very Satisfied (SP) of 10:00% Satisfied (P) amounted to 31.40%, Quite Satisfied (CP) amounted to 34.30%, Less Satisfied (KP) amounted to 18.10%, and dissatisfied by 6:20 5% with reference to the service dimension. Keywords: Public Transportation, Operational Performance, Passanger Satisfaction Bus Primajasa adalah salah satu sarana transportasi angkutan umum yang sangat membantu untuk kebutuhan penggunanya dalam melakukan perjalanan dari Bekasi menuju Jakarta maupun sebaliknya agar dapat mendukung setiap akitivitas pergerakan. Pada periode pagi dan sore hari pada saat jam berangkat dan pulang kerja terlihat padat pengguna yang menyebabkan kelebihan pada faktor muat kendaraan (load factor), namun saat periode siang hari, tidak banyak penumpang yang menggunakan bus ini. Untuk itulah, perlu dilakukan analisa kinerja operasional pelayanan dan kepuasan pelanggan dari persepsi pengguna untuk megetahui faktor – faktor yang mempengaruhi kinerja operasional dan kepuasan pelanggan. Untuk mencapai tujuan tersebut dilakukan survey untuk mengetahui kinerja opersaional pelayanan seperti Faktor muat kendaraan (load factor), Waktu antara (headway), Waktu Tempuh (traveling time), waktu kinerja operasional (operational performance time), kecepatan perjalanan (travel speed), waktu tunggu penumpang (passanger waiting time) serta penyusunan kuisioner untuk mengetahui tingkat kepuasan pelanggan sesuai dengan lima dimensi mutu pelayanan yang terdiri dari Keandalan (Reliability), Ketanggapan (Responsiveness), Jaminan (Assurance), Empati (Emphaty), dan Berwujud (Tangibles) dengan menggunakan metode Importance Performance Analysis. Dari hasil analisis di dapatkan bahwa kinerja operasional bus Primajasa sudah Baik, dengan mengacu kepada standar Ditjen Perhubungan Darat. Sedangkan untuk kinerja pelayanan menurut responden, Sangat Baik (SB) sebesar 8.40%, Baik (B) sebesar 32.70%, Cukup Baik (CB) sebesar 32.80%, Kurang Baik (KB) sebesar 19,10%, dan Tidak Baik (TB) sebesar 7% dengan mengacu kepada 5 dimensi pelayanan. Untuk tingkat kepuasan pelayanan menurut responden, Sangat Puas (SP) sebesar 10.00%, Puas (P) sebesar 31,40%, Cukup Puas (CP) sebesar 34.30%, Kurang Puas (KP) sebesar 18,10%, dan Tidak Puas sebesar 6.20% dengan mengacu 5 dimensi pelayanan. Kata kunci : Angkutan Umum, Kinerja Operasional, Kepuasan Penumpang.

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