ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENUMPANG ANGKUTAN UMUM “SIBENTENG” KOTA TANGERANG MENGGUNAKAN METODE STRUCTURAL EQUATION MODELLING ( SEM )

OKTAVIA, SANTI (2022) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENUMPANG ANGKUTAN UMUM “SIBENTENG” KOTA TANGERANG MENGGUNAKAN METODE STRUCTURAL EQUATION MODELLING ( SEM ). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The appearance of Si Benteng with a fare that cost Rp. 2000,- for the people of Kota Tangerang was an effort from the government of Kota Tangerang to increase the quality of public transportation. This research purposed to know the Ability To Pay (ATP) and Willingness To Pay (WTP) for public transport Si Benteng fare, knowing the effect of service quality on passenger satisfaction and loyalty of public transport passengers “Si Benteng” in Kota Tangerang and knowing the efforts to improve the quality of public transportation service “Si Benteng” to increase passengers satisfaction and loyalty. This research purpose used is quantitative, where the primary data source is obtained from the direct interviews with Si Benteng passengers. The fare analysis was carried out by calculating the Ability To Pay (ATP) and Willingness To Pay (WTP) Si Benteng “angkot” passengers while determining the effect of service quality, passengers satisfaction, and passengers loyalty by using the Structural Equation Modeling (SEM) method with the AMOS 22 program. This research shows that the average ATP fare is Rp. 3.133,- and the average WTP is Rp. 3.737,- the ideal Si Benteng fare is Rp. 3.000,- . And the most direct effect on service quality is passenger's satisfaction with the loyalty of 1,283 while the indirect effect is passenger's loyalty of 1,112. The quality that needs to be improved is (1) passengers do not have to wait for long arrival of the public transport Si Benteng, (2) the availability of public transport shelters and (3) the walking distance to the stop is not far away. Keywords: Si Benteng, ATP, AWP, service quality, passengers satisfaction, passengers loyalty. kehadiran Si Benteng dengan tarif sebesar Rp 2000,- oleh masyarakat Kota Tangerang merupakan upaya Pemerintah Kota untuk meningkatkan kualitas pelayanan kepada masyarakat di bidang transportasi. Penelitian ini bertujuan untuk mengetahui besar nilai Ability To Pay (ATP) dan Willingness To Pay (WTP) angkutan umum Si Benteng terhadap tarif, mengetahui pengaruh kualitas pelayanan terhadap kepuasan penumpang dan loyalitas penumpang angkutan umum “Si Benteng” di Kota Tangerang dan mengetahui upaya peningkatan kualitas pelayanan angkutan umum “Si Benteng” untuk meningkatkan kepuasan dan loyalitas penumpang. Pendekatan penelitian yang digunakan adalah kuantitatif dimana sumber data primer yang didapat dari hasil wawancara langsung ke penumpang angkutan umum Si Benteng. Analisis tarif dilakukan dengan perhitungan Ability To Pay (ATP) dan Willingness To Pay (WTP ) penumpang angko Si Benteng, sedangkan untuk mengetahui pengaruh kualitas pelayananan,kepuasan penumpang dan loyalitas penupang dengan menggunakan metode structural equation modeling (SEM ) dengan program AMOS 22. Studi ini menunjukkan bahwa besar rata – rata tarif ATP sebesar Rp 3.133,- dan rata – rata WTP sebesar Rp. 3.737 didapatkan tarif angkutan umum Si Benteng yang ideal sebesar Rp 3.000,-. Dan yang paling berpegaruh langsung terhadap kualitas pelayanan adalah kepuasan penumpang terhadap loyalitas penumpang sebesar 1,283 sedangkan pengaruh tidak langsung adalah loyalitas penumpang sebesar 1,112. Adapun kualitas pelayanan yang perlu ditingkatkan adalah (1) penumpang tidak perlu menunggu lama kedatangan angkutan umum Si Benteng, (2) ketersediaan sarana pemberhentian (Shelter) angkutan umum dan (3) jarak berjalan kaki ketempat pemberhentian tidak terlalu jauh. Kata Kunci : Si Benteng, ATP, WTP, kualitas pelayanan,kepuasan penumpang, loyalitas penumpang

Item Type: Thesis (S2)
Call Number CD: CD/557. 22 005
NIM/NIDN Creators: 55719120005
Uncontrolled Keywords: Si Benteng, ATP, WTP, kualitas pelayanan,kepuasan penumpang, loyalitas penumpang
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 323 Civil Rights/Hak-hak Warga Sipil, Hak-hak Warga Negara > 323.1 Civil and Political Rights of Non Dominant Groups/Hak Sipil dan Politik Kelompok Non Dominan
300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 323 Civil Rights/Hak-hak Warga Sipil, Hak-hak Warga Negara > 323.3 Civil and Political Rights of Other Social Groups/Hak Sipil dan Politik Kelompok Sosial Lainnya
600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 624 Civil Engineering/Teknik Sipil
Divisions: Pascasarjana > Magister Teknik Sipil
Depositing User: LUTHFIAH RAISYA ARDANI
Date Deposited: 30 Sep 2022 07:54
Last Modified: 30 Sep 2022 08:04
URI: http://repository.mercubuana.ac.id/id/eprint/69734

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