PRAYITNO, MUHAMMAD DAFFA NUH (2025) ANALISIS KINERJA OPERASIONAL, KEPUASAN PELAYANAN, DAN PERHITUNGAN TARIF BISKITA KORIDOR 2 DI KOTA BOGOR. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research analyzes the operational performance and user satisfaction levels of the BisKita Corridor 2 public transportation service (Bubulak-Ciawi route) in Bogor City. The background of the research emphasizes the need for efficient and high-quality transportation to support urban mobility. The primary objective of this study is to evaluate operational performance, service levels, user satisfaction, and fare suitability based on Vehicle Operational Costs (BOK). The research adopts a mixed-method approach, combining qualitative and quantitative methodologies, with a focus on quantitative methods. Data collection techniques include direct observation, field surveys, and the distribution of questionnaires to 100 respondents who are BisKita service users, conducted during morning and evening peak hours. User satisfaction levels were measured using the Importance Performance Analysis (IPA) method, while performance analysis referred to the indicators established by the Directorate General of Land Transportation. The results reveal that BisKita’s operational performance generally meets established standards, although certain indicators, such as waiting time and bus frequency, still require improvement. User satisfaction is relatively high, particularly in terms of the comfort and safety of BisKita’s facilities. However, there are complaints regarding punctuality and fare affordability. The fare analysis based on BOK indicates that ticket prices are aligned with operational costs, but further adjustments are needed to enhance competitiveness and service sustainability. Keywords: operational performance, user satisfaction, Vehicle Operational Costs (BOK), trip fare, Importance Performance Analysis, BisKita Corridor 2 Penelitian ini menganalisis kinerja operasional dan tingkat kepuasan pengguna layanan transportasi umum BisKita Koridor 2 (rute Bubulak-Ciawi) di Kota Bogor. Latar belakang penelitian ini menitikberatkan pada kebutuhan akan transportasi yang efisien dan berkualitas dalam mendukung mobilitas masyarakat perkotaan. Tujuan utama dari penelitian ini yakni guna mengevaluasi kinerja operasional, tingkat pelayanan, tingkat kepuasan pengguna, serta kesesuaian tarif berdasarkan Biaya Operasional Kendaraan (BOK). Penelitian menggunakan metode penelitian campuran (mixed method), yakni menggabungkan dua metode penelitian (kualitatif dan kuantitatif) dengan menitikberatkan pada metodologi kuantitatif. Teknik pengumpulan data yang digunakan dalam penelitian ini yaitu observasi secara langsung, survei lapangan, serta penyebaran kuesioner kepada 100 responden yang merupakan pengguna layanan BisKita, dan dilakukan pada jam sibuk pagi dan sore. Pengukuran tingkat kepuasan dilakukan menggunakan metode Importance Performance Analysis (IPA), sedangkan analisis kinerja mengacu pada indikator yang ditetapkan oleh Direktorat Jenderal Perhubungan Darat. Hasil penelitian menunjukkan bahwa kinerja BisKita secara umum memenuhi standar operasional, meskipun terdapat beberapa indikator yang masih perlu ditingkatkan, seperti waktu tunggu dan frekuensi bus. Tingkat kepuasan pengguna cukup tinggi, terutama dalam aspek kenyamanan dan keamanan fasilitas BisKita. Namun, masih terdapat keluhan terkait ketepatan waktu dan keterjangkauan tarif. Analisis tarif berdasarkan BOK menunjukkan bahwa harga tiket sudah sesuai dengan biaya operasional, namun masih perlu disesuaikan untuk meningkatkan daya saing dan keberlanjutan layanan. Kata Kunci: kinerja operasional, kepuasan pengguna, Biaya Operasional Kendaraan, tarif, Importance Performance Analysis, BisKita Koridor 2
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