SETIAWAN, FERY (2023) ANALISIS KUALITAS LAYANAN DAN KEPUASAN ANGKUTAN PERKOTAAN SI BENTENG DI KOTA TANGERANG (STUDI KASUS : GOR JATIUWUNG - SIMPANG GAJAH TUNGGAL). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Public transportation is one of the tools offered to the community to support activities and facilitate movement between places and regions in different living environments. Si Benteng is one of the public transportation that is present to meet the needs of the community in Tangerang City. The purpose of this study is to determine the perception of passenger satisfaction with the quality of service performance of Public Transport Si Benteng AP.1.A. This study conducted an analysis using the Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), Servqual, and Potential Gain in Customer Value (PGCV) methods. The results of the CSI method research show that the customer satisfaction index on the performance of the AP.1.A Fortress Public Transportation service is 82.09%. In the IPA method, the AP.1.A Fortress Public Transport indicator is obtained which is the top priority in quadrant I, namely the 4th and 7th indicators, indicators that must be maintained in quadrant II, namely indicators 1, 8, 10, and 13, low priority indicators in quadrant III, namely indicators 3, 5, 9, 11 and 12, and excessive indicators in quadrant VI, namely indicators 2 and 6. In the Servqual method, it was found that the largest gap of each indicator was in the Responsivness dimension with a value of -0.70. In the PGCV method, improvement priorities are arranged in steps according to services that get first to last priority, starting from the first indicators, namely 4, 7, 3, 12, 11, 9, 5, 6, 8, 2, 10, 1, and 13. Keywords : Importance Performance Analysis, Customer Satisfaction Indeks, Servqual, Potential Gain in Customer Value, Angkutan Perkotaan Si Benteng. Angkutan umum merupakan salah satu alat yang ditawarkan kepada masyarakat untuk mendukung aktivitas dan memudahkan pergerakan antar tempat dan wilayah dalam lingkungan kehidupan yang berbeda. Si Benteng merupakah salah satu angkutan umum yang hadir untuk memenuhi kebutuhan masyarakat di Kota Tangerang. Tujuan dari penelitian ini untuk mengetahui persepsi kepuasan penumpang terhadap kualitas kinerja pelayanan Angkutan Umum Si Benteng AP.1.A. Penelitian ini melakukan analisis dengan menggunakan metode Importance Performance Analysis (IPA), Customer Satisfaction Indeks (CSI), Servqual, dan Potential Gain in Customer Value (PGCV). Hasil penelitian metode CSI menunjukan bahwa indeks kepuasan pelanggan terhadap kinerja pelayanan Angkutan Umum Si Benteng AP.1.A ini sebesar 82,09%. Pada metode IPA didapatkan indikator Angkutan Umum Si Benteng AP.1.A yang menjadi prioritas utama pada kuadran I yaitu indikator ke 4 dan 7, indikator yang harus dipertahankan prestasinya pada kuadran II yaitu indikator ke 1, 8, 10, dan 13, indikator prioritas rendah pada kuadran III yaitu indikator ke 3, 5, 9, 11 dan 12, dan indikator yang berlebihan pada kuadran VI yaitu indikator ke 2 dan 6. Pada metode Servqual didapatkan bahwa kesenjangan terbesar dari masing-masing indikator berada pada dimensi Responsivness (daya tanggap) dengan nilai -0,70. Pada metode PGCV di dapatkan prioritas perbaikan yang disusun langkah – langkah sesuai dengan layanan yang mendapat prioritas pertama hingga terakhir, dimulai dari indikator pertama yaitu 4, 7, 3, 12, 11, 9, 5, 6, 8, 2, 10, 1, dan 13. Kata Kunci : Importance Performance Analysis, Customer Satisfaction Indeks, Servqual, Potential Gain in Customer Value, Angkutan Perkotaan Si Benteng.
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