ANALISIS KINERJA DAN KEPUASAN PENUMPANG BUS RANSJAKARTA BERBASIS STANDAR PELAYANAN MINIMAL (SPM) RUTE KALIDERES – PASAR BARU

SETIAWAN, ARI DWI (2022) ANALISIS KINERJA DAN KEPUASAN PENUMPANG BUS RANSJAKARTA BERBASIS STANDAR PELAYANAN MINIMAL (SPM) RUTE KALIDERES – PASAR BARU. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to understand PT. Transjakarta corridor 3 with the Kalideres – Pasar Baru route performace through analysis of commuter’s satisfaction level in Transjakarta bus’ facility based on Minimum Service Standard (MSS). Questionnaire technique used to collect data, in which 100 respondents of Transjakarta bus corridor 3 with the Kalideres – Pasar Baru route commuter were engaged as sample. It then tested by validity and reliability tests. Fishben, Importance‐Performace Analysis (IPA) and Customer Satisfaction Index (CSI) were further used as analysis models. The outcome of validity and reliability tests suggest 16 points of respondents’ statements were valid and reliable. In addition Importance‐Performace Analysis (IPA) analysis model proposes that the performance of PT. Transjakarta corridor 3 with the Kalideres – Pasar Baru route is in between good level. Based on that model, PT. Transjakarta has five attributes needs prioritising. On the other hand, Customer Satisfaction Index (CSI) model shows five attributes matched the commuter’s expectation and satisfaction level. In conclusion, PT. Transjakarta corridor 3 with the Kalideres – Pasar Baru route receives overall score of 66,46% satisfaction level. Keywords: Perception, Importance Level, Service standart, IPA method. Penelitian ini bertujuan untuk mengetahui kinerja PT. Transjakarta koridor 3 dengan Kalideres –Kinerja trayek Pasar Baru melalui analisis tingkat kepuasan penumpang pada fasilitas pelayanan berbasis standar pelayanan minimal (SPM). Sampel yang diambil adalah penumpang bus transjakarta koridor 3 dengan Kalideres – Kinerja trayek Pasar Baru berjumlah 100 responden. Teknik pengumpulan data dengan menggunakan kuesioner, kemudian diuji dengan menggunakan uji validitas dan uji reliabilitas. Analisis data menggunakan, important performance analysis (IPA), dan customer satisfaction index (CSI). Hasil uji validitas dan uji reliabilitas menunjukkan bahwa 16 butir pernyataan kepada responden dinyatakan valid dan reliabel. Berdasarkan important performance analysis (IPA) dan penerapan strategi PT. Transjakarta memiliki lima atribut yang harus diprioritaskan dan lima atribut yang sudah sesuai dengan harapan penumpang, serta kepuasan penumpang customer satisfaction index (CSI) PT. Transjakarta koridor 3 dengan Kalideres – Kinerja trayek Pasar Baru termasuk kategori averated (cukup puas) dengan nilai 66,46%. Kata Kunci: Persepsi, Tingkat Kepentingan, Standar Pelayanan, Merode IPA.

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