EVALUASI KINERJA PELAYANAN ANGKUTAN UMUM TERHADAP KEPUASAN PENUMPANG (ANGKUTAN KOTA G.03 TRAYEK KOTABUMI – TERMINAL KALIDERES)

PUTRA, YOGA ADIROLA (2021) EVALUASI KINERJA PELAYANAN ANGKUTAN UMUM TERHADAP KEPUASAN PENUMPANG (ANGKUTAN KOTA G.03 TRAYEK KOTABUMI – TERMINAL KALIDERES). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Transportation G.03 is a city transportation in the Kotabumi area located in Tangerang Regency connecting Kotabumi to Kalideres Terminal with a distance of about 18 kilometers. Many people use the G03 city transportation as infrastructure for their needs. Judging from the current Covid-19 pandemic, people tend to spend time at home. In this case, of course, greatly affects the quality of the performance of city transportation services G.03. Therefore, during the COVID-19 pandemic, researchers are very interested in conducting research on the performance of the G03 transportation service along the Kotabumi-Kalideres Terminal route to find out the condition of the performance of the transportation service. This study uses the guidelines of the Decree of the Directorate General of Land Transportation 2002. Data collection is carried out by surveying and distributing questionnaires. The data analysis technique uses validity test, reliability test, classical assumption test, multiple linear regression, F test, T test and coefficient of determination based on ServQual (service quality). The test results found the overall total value in operational performance such as(load factorload factor), travel time, travel speed, time between (headway), service frequency, waiting time, number of operating vehicles and service time of 24 on weights 18-24 in the category good. The results of the effect of the performance of G03 city transportation services during the Covid-19 pandemic on passenger satisfaction in the T test showed that the variables responsiveness and tangible partially had a significant effect, while thevariables reliability, assurance and empathy had no significant effect on passenger satisfaction. Furthermore, in the F test that reliability, responsiveness, assurance, tangible and empathy simultaneously or jointly have a significant effect on passenger satisfaction. Keywords : Service Performance, Passenger Satisfaction, Multiple Linear Regression, Minimum Service Standards, ServQual. Angkutan kota G.03 merupakan angkutan kota di wilayah Kotabumi yang terletak di Kabupaten Tangerang menghubungkan antara Kotabumi sampai dengan Terminal Kalideres dengan jarak pergi sekitar 18 kilometer. Banyak masyarakat yang menggunakan angkutan kota G03 ini sebagai prasarana untuk tujuan kebutuhannya. Dilihat dari masa pandemi covid-19 sekarang ini, masyarakat cenderung menghabiskan waktu di rumah. Dalam hal ini, tentu saja sangat berpengaruh terhadap kualitas kinerja pelayanan angkutan kota G.03. Oleh karena, saat masa pandemi covid-19 ini peneliti sangat tertarik untuk melakukan penelitian kinerja pelayanan angkutan G.03 disepanjang rute trayek Kotabumi-Terminal Kalideres untuk mengetahui kondisi kinerja pelayanan angkutan tersebut. Penelitian ini menggunakan pedoman Surat Keputusan Ditjen Perhubungan Darat 2002 Dengan pengumpulan data dilakukan dengan survei dan penyebaran kuisioner. Teknik analisis data mengunakan uji validitas, uji reliabilitas, uji asumsi klasik, regresi linier berganda, uji F, uji T dan koefisien determinasi dengan didasari ServQual (service quality). Hasil pengujian didapati nilai total keseluruhan dalam kinerja operasional seperti faktor muat (load factor), waktu perjalanan, kecepatan perjalanan, waktu antara (headway), frekuensi pelayanan, waktu tunggu, jumlah kendaraan yang beroperasi dan waktu pelayanan sebesar 24 pada nilai total bobot 18 – 24 dikategori baik. Adapun hasil pengaruh kinerja pelayanan angkutan kota G03 dimasa pandemi Covid-19 terhadap kepuasan penumpang dalam uji T menunjukkan bahwa variabel responsiveness dan tangible secara parsial berpengaruh signifikan, sedangkan variabel reliability, assurance dan emphaty tidak berpengaruh signifikan terhadap kepuasan penumpang. Selanjutnya dalam uji F bahwa reliability, responsiveness, assurance, tangible dan empahty secara simultan atau bersama-sama berpengaruh signifikan terhadap kepuasan penumpang. Kata Kunci : Kinerja Pelayanan, Kepuasan Penumpang, Regresi Linier Berganda, Standar Pelayanan Minimum, ServQual

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