ANALISA TINGKAT KEPUASAN PENGGUNA ANGKUTAN UMUM KRL COMMUTER PADA MASA PANDEMI COVID-19 (Studi Kasus : Rute Tanah Abang - Rangkas)

FAZRI, ROMY AL (2022) ANALISA TINGKAT KEPUASAN PENGGUNA ANGKUTAN UMUM KRL COMMUTER PADA MASA PANDEMI COVID-19 (Studi Kasus : Rute Tanah Abang - Rangkas). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Train is one of the means (mode) of transportation in addition to motor vehicles, ships, and airplanes. The existence, or even the development of the existence of trains, is also important to support economic development. And finally PT KAI (Persero) Jabotabek Urban Transport Division turned into a limited liability company, PT KCJ.. The Importance Performance Analysis (IPA) method was first introduced by Martilla and James (1977) with the aim of measuring the relationship between consumer perceptions and priorities for quality improvement. product/service. IPA is also known as quadrant analysis (Brandt, 2000 and Latu & Everett, 2000). This research was conducted using a survey method, which is a research method that examines large and small populations by selecting and reviewing selected samples from the population. Shows that all question items from all dimensional variables such as direct evidence, reliability, responsiveness, assurance, empathy have a correlation value (r) greater than the table correlation value, where the value of r table at 95% confidence interval is 0.179. So that all the question items can be declared valid. There are 10 indicators that are in quadrant 2 "Maintain Performance" (high importance & high performance). This quadrant is located on the top right, which means that performance can meet the expectations of service users and strive to maintain that performance. Keywords : Commuter train, service level, saticfaction level, IPA method, CSI method Kereta api adalah salah satu sarana (moda) transportasi di samping kendaraan bermotor, kapal laut, maupun pesawat terbang. Keberadaan, atau bahkan perkembangan keberadaan kereta api, penting pula untuk mendukung perkembangan perekonomian. Dan akhirnya PT KAI (Persero) Divisi Angkutan Perkotaan Jabotabek berubah menjadi sebuah perseroan terbatas, PT KCJ..Metode Importance Performance Analysis (IPA) pertama kali diperkenalkan oleh Martilla dan James (1977) dengan tujuan untuk mengukur hubungan antara persepsi konsumen dan prioritas peningkatan kualitas produk/jasa. IPA dikenal pula sebagai quadrant analysis (Brandt, 2000 dan Latu & Everett,2000). Penelitian ini dilaksanakan dengan metode survey, yaitu untuk suatu metode penelitian yang mengkaji populasi yang besar maupun kecil dengan menyeleksi serta mengkaji sample yang dipilih dari populasi tersebut. Menunjukan bahwa semua item pertanyaan dari semua variabel dimensi seperti bukti langsung, kehandalan, daya tanggap, jaminan, empati mempunyai nilai kolerasi (r) lebih besar dari nilai kolerasi tabel, dimana nilai r tabel pada selang kepercayaan 95% adalah sebesar 0,179. Sehingga semua item pertanyaan tersebut dapat dinyatakan valid. Terdapat 10 indikator yang berada pada kuadran 2 “Pertahankan Kinerja” (high importance & high performance). Kuadran ini terletak di sebelah kanan atas, yang berarti kinerja sudah dapat memenuhi harapan pengguna layanan dan berusaha untuk mempertahankan kinerja tersebut. Kata Kunci : Kereta commuter,Tingkat pelayanan, Tingkat kepuasan, Metode IPA, Metode CSI

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