ANALISIS TINGKAT KEPUASAN PENUMPANG KERETA API PADA JALUR PEDESTRIAN DI STASIUN CISAUK

RAJASA, PANDU MULYA (2021) ANALISIS TINGKAT KEPUASAN PENUMPANG KERETA API PADA JALUR PEDESTRIAN DI STASIUN CISAUK. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to determine the level of satisfaction of pedestrians on the pedestrian lane, determine the performance of pedestrians on the pedestrian lane and determine the level of indicators importance of the pedestrian lane at Cisauk Station, Banten. This research was conducted by distributing and also conducting field observations to determine the level of lane performance. The data processing in this study uses Microsoft Excel and SPSS version 26 and the methods used are Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), and Level of Service (LOS). The results of data analysis found that the level of service for pedestrians in the Legok direction was in category A and the service level for the platoon pedestrians was in category B. While in the Cisauk direction the level of service for pedestrians and platoon pedestrians was in categories A and C. The level of satisfaction with pedestrians at Cisauk Station in the direction of Legok is 86.71% and the direction of Cisauk is 81.64%. There are also pedestrian indicators for the Legok direction which are the main priorities in quadrant I, namely indicators 1st, 9th, and 12th, indicators that must be maintained in terms of performance in quadrant II, namely indicators 3rd, 6th, 11th, and 15th, low priority indicators in quadrant III is the 4th indicator, and excessive indicators in quadrant IV are the 2nd, 5th, 7th, 8th, 10th, 13th, and 14th indicators. In the pedestrian indicator, the Cisauk direction is the main priority in quadrant I, namely the 9th indicator, indicators that must be maintained for their achievements in quadrant II are indicators 2nd, 5th, 7th, 8th, 10th, 13th, and 14th, low priority indicators in quadrant III, namely indicators 12th, 13th, and 14th, and excessive indicators in quadrant IV, namely the 7th and 10th indicators. Keywords: Customer Satisfaction Index, Importance Performance Analysis, Level of Service, Pedestrians, Sidewalk. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pejalan kaki terhadap jalur pedestrian, mengetahui kinerja pejalan kaki di jalur pedestrian dan mengetahui tingkat kepentingan indikator dari jalur pejalan kaki di Stasiun Cisauk, Banten. Penelitian ini dilakukan dengan membagikan kuesioner dan juga melakukan observasi lapangan untuk menentukan tingkat kinerja jalan. Pemrosesan data dalam penelitian ini menggunakan Microsoft Excel dan SPSS versi 26 dan metode yang digunakan adalah Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), dan Level of Service (LOS). Hasil analisis data, ditemukan bahwa tingkat pelayanan pejalan kaki pada pedestrian arah Legok berada pada kategori A dan tingkat pelayanan pejalan kaki peletonnya pada kategori B. Sedangkan arah Cisauk tingkat pelayanan pejalan kaki dan pejalan kaki peleton berturut-turut berada pada kategori A dan C. Tingkat kepuasan pada pedestrian Stasiun Cisauk arah Legok yaitu 86,71% dan arah Cisauk 81,64%. Didapatkan pula indikator pedestrian arah Legok yang menjadi prioritas utama pada kuadran I yaitu indikator ke-1, 9, dan 12, indikator yang harus dipertahankan prestasinya pada kuadran II yaitu indikator ke-3, 6, 11, dan 15, indikator prioritas rendah pada kuadran III yaitu indikator ke-4, dan indikator yang berlebihan pada kuadran IV yaitu indikator ke-2, 5, 7, 8, 10, 13, dan 14. Pada indikator pedestrian arah Cicangkal yang menjadi prioritas utama pada kuadran I yaitu indikator ke-9, indikator yang harus dipertahankan prestasinya pada kuadran II yaitu indikator ke-1, 2, 3, 4, 5, 6, 8, 11, dan 15, indikator prioritas rendah pada kuadran III yaitu indikator ke-12, 13, dan 14, dan indikator yang berlebihan pada kuadran IV yaitu indikator ke-7 dan 10. Kata Kunci: Customer Satisfaction Index, Importance Performance Analysis, Level of Service, Pejalan kaki, Trotoar.

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