ANALISIS KEPUASAN PENGGUNA LAYANAN LIGHT RAIL TRANSIT (LRT) JABODEBEK BERDASARKAN STANDAR PELAYANAN PENUMPANG (Studi Kasus: Jalur Lintas Cawang - Harjamukti)

MARANG, MARIA NATALIA MANA (2024) ANALISIS KEPUASAN PENGGUNA LAYANAN LIGHT RAIL TRANSIT (LRT) JABODEBEK BERDASARKAN STANDAR PELAYANAN PENUMPANG (Studi Kasus: Jalur Lintas Cawang - Harjamukti). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The Jabodetabek Light Rail Transit (LRT) is a public transportation service provided by the government to shift the people of Jabodetabek away from using private transportation and toward using public transportation. As a result, the Jabodetabek Light Rail Transit (LRT) is required to provide the best service to its users by meeting the Minimum Service Standards. To assess the station's condition, which will be compared to the Minister of Transportation Regulation Number 63 of 2019 concerning Minimum Service Standards for People Transported by Train, and to gather user feedback on the level of satisfaction, interest, and service factors on the Jabodetabek LRT on the Cawang - Harjamukti Cross Line. Jakarta LRT users were given questionnaires about service and station performance. The analytical methods used in this research are Importance and Performance Analysis (IPA) and Customer Satisfaction Index (CSI). From the results of data processing using the ImportancePerformance Analysis Method, the performance of the Cawang - Harjamukti LRT line is in the very good category with a score of 94.54%. However, there are service factors that are priority improvements, namely the availability of emergency buttons for emergency evacuation signals; presence of at least 1 (one) security officer on 6 trains; punctuality of train arrival according to the announced schedule; suitability of train travel times; Facilities are available for passengers with special needs in the form of a minimum of 12 (twelve) seats in one train. Based on the results of calculations using the Customer Satisfaction Index (CSI) method, it was found that the satisfaction level of LRT service users on the Cawang - Harjamukti route was 90.98%, including the very satisfied criteria. Based on train service standards with SPM benchmarks in transit, the calculation results show that the average level of conformity of the 33 attributes or statements processed using the Importance Performance Analysis method obtained a score of 94.54% which is in the very good category. Thus, the LRT service on the Cawang - Harjamukti route has fulfilled or complied with Minister of Transportation Regulation Number 63 of 2019 concerning Minimum Service Standards for Transporting People by Train. Keyword : Route Cawang – Harjamukti, Light Rail Transit (LRT), Importance and Performance Analysis (IPA), Customer Satisfaction Index (CSI) Light Rail Transit (LRT) Jabodetabek merupakan transportasi layanan umum yang disediakan pemerintah untuk mengalihkan masyarakat jabodetabek dari pengunaan transportasi pribadi menjadi penguna transportasi umum, sehingga Light Rail Transit (LRT) Jabodetabek wajib memberikan pelayanan terbaik kepada penggunanya dengan memenuhi Standar Pelayanan Minimum (SPM). Untuk menganalisis kondisi stasiun yang dibandingkan dengan Peraturan Menteri Perhubungan Nomor 63 Tahun 2019 tentang Standar Pelayanan Minimum Angkutan Orang dengan Kereta Api, untuk mengetahui tanggapan pengguna mengenai tingkat kepuasan dan kepentingan dan Faktor pelayanan pada LRT Jabodetabek Jalur Lintas Cawang – Harjamukti. Dilakukan penyebaran kuisioner tentang pelayanan dan kinerja stasiun kepada pengguna LRT Jabodetabek. Metode analisis yang digunakan dalam penelitian ini ialah Importance and Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Dari hasil olah data dengan menggunakan Metode Importance-Performance Analysis, kinerja LRT rute Cawang – Harjamukti masuk kategori sangat baik dengan nilai 94,54%. Namun, terdapat faktor pelayanan yang menjadi prioritas untuk diperbaiki adalah ketersediaan tombol darurat untuk tanda evakuasi darurat ; adanya petugas keamanan minimal 1 (satu) orang petugas dalam 6 kereta ; ketepatan waktu kedatangan kereta sesuai jadwal yang diinformasikan; kesesuaian waktu tempuh perjalanan kereta api ; tersedia fasilitas bagi penumpang dengan kebutuhan khusus berupa minimal 12 (dua belas) tempat duduk dalam satu kereta. Berdasarkan hasil perhitungan menggunakan metode Customer Satisfaction Index (CSI) diperoleh tingkat kepuasan pengguna layanan LRT rute Cawang – Harjamukti adalah sebesar 90,98% yang masuk dalam kriteria sangat puas. Berdasarkan standar pelayanan kereta api dengan tolak ukur SPM dalam perjalanan, hasil perhitungan menunjukan nilai rata – rata tingkat kesesuaian dari ke 33 atribut atau pernyataan yang diolah pada metode Importance Performance Analysis mendapatkan nilai sebesar 94.54% masuk pada kategori sangat baik. Sehingga, layanan LRT rute Cawang – Harjamukti dalam perjalanan sudah memenuhi atau sesuai dengan Peraturan Menteri Perhubungan Nomor 63 Tahun 2019 tentang Standar Pelayanan Minimum Angkutan Orang dengan Kereta Api. Kata Kunci : Rute Cawang – Harjamukti, Light Rail Transit (LRT), Importance and Performance Analysis (IPA), Customer Satisfaction Index (CSI)

Item Type: Thesis (S1)
Call Number CD: FT/SIP. 24 178
NIM/NIDN Creators: 41118010073
Uncontrolled Keywords: Rute Cawang – Harjamukti, Light Rail Transit (LRT), Importance and Performance Analysis (IPA), Customer Satisfaction Index (CSI)
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 385 Railroad Transportation/Transportasi Kereta Api
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 385 Railroad Transportation/Transportasi Kereta Api > 385.2 Activities and Services/Kegiatan dan Layanan
Divisions: Fakultas Teknik > Teknik Sipil
Depositing User: khalimah
Date Deposited: 14 Oct 2024 02:45
Last Modified: 14 Oct 2024 02:45
URI: http://repository.mercubuana.ac.id/id/eprint/92484

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