MERLINTA, DEVI (2022) ANALISIS KEPUASAN PENUMPANG TERHADAP PELAYANAN LIGHT RAIL TRANSIT (LRT) JAKARTA BERDASARKAN STANDAR PELAYANAN MINIMUM (SPM) DAN INTEGRASI MODA (Studi Kasus : Stasiun Pegangsaan Dua Stasiun Velodrome). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Light Rail Transit (LRT) as a public service provider in the form of mass transportation of people based on rail roads that utilize special lines in the city of Jakarta strives to provide the best service to its users. To analyze the condition of the station which will be compared with the Regulation of the Minister of Transportation No. PM 48 of 2015 concerning Minimum Service Standards for Transportation of People by Train at the Station. and also using the Praturan of the Governor of the Special Capital Region of Jakarta Province Number 34 of 2019 concerning Railway Transportation Tariffs. Mass Rapid Transit and Light Rail Transit to find out user responses regarding the level of satisfaction and importance and service factors at the Jakarta LRT Pegangsaan Dua Region – Velodrome. Then a questionnaire was distributed about the service and performance of the station to Jakarta LRT users. The analysis methods used in this study are Importance and Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis of this study are that there are 5 (five) attributes in Quadrant I of the Cartesius diagram "Importance Performance Analysis" which are service factors with the main priorities that must be addressed. And based on the results of the Calculation of The Customer Satisfaction Index (CSI), it can be seen that the passenger satisfaction index is 70% which shows the level of customer satisfaction is in the "Satisfied" category. Keywords : Pegangsaan Dua – Velodrome, Light Rail Transit (LRT), Importance and Performance Analysis (IPA), Customer Satisfaction Index (CSI) Light Rail Transit (LRT) sebagai penyedia pelayanan umum dalam bentuk angkutan orang secara massal berbasis jalan rel yang memanfaatkan jalur-jalur khusus di kota Jakarta berusaha memberikan pelayanan terbaik kepada penggunanya. Untuk menganalisis kondisi Stasiun yang akan dibandingkan dengan Peraturan Mentri Perhubungan No. PM 48 Tahun 2015 tentang Standar Pelayanan Minimum Angkutan Orang Dengan Kereta Api di Stasiun. dan juga menggunakan Praturan Gubernur Provinsi Daerah Khusus Ibukota Jakarta Nomor 34 Tahun 2019 Tentang Tarif angkutan Perkeretaapian. Mass Rapid Transit dan Kereta Api Ringan/ Light Rail Transit untuk mengetahui tanggapan pengguna mengenai tingkat kepuasan dan kepentingan dan Faktor pelayanan pada LRT Jakarta Wilayah Pegangsaan Dua – Velodrome. Kemudian dilakukan penyebaran kuisioner tentang pelayanan dan kinerja stasiun kepada pengguna LRT Jakarta. Metode analisis yang di gunakan dalam penelitian ini ialah Importance and Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil analisis dari penelitian ini iyalah terdapat 5(lima) atribut pada Kuadran I diagram Cartesius “Importance Performance Analysis” yang merupakan faktor pelayanan dengan prioritas utama yang harus ditangani. Serta berdasarkan hasil perhitungan Customer Satisfaction Index (CSI) dapat diketahui bahwa indeks kepuasan penumpang yaitu 70% yang menunjukkan tingkat kepuasan pelanggan berada pada kategori “Puas”. Kata Kunci : Pegangsaan Dua – Velodrome, Light Rail Transit (LRT), Importance and Performance Analysis (IPA), Customer Satisfaction Index (CSI)
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/SIP. 22 287 |
| NIM/NIDN Creators: | 41119120019 |
| Uncontrolled Keywords: | Pegangsaan Dua – Velodrome, Light Rail Transit (LRT), Importance and Performance Analysis (IPA), Customer Satisfaction Index (CSI) |
| 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 |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | MILA RISKA |
| Date Deposited: | 13 May 2023 02:35 |
| Last Modified: | 13 May 2023 08:49 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/76993 |
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