PUTRA, HAZZA SAKHA ANJANU (2025) ANALISIS KEPUASAN PENGGUNA JASA TRANSJAKARTA TERHADAP FASILITAS HALTE CAWANG SENTRAL. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study analyzes the level of satisfaction of Transjakarta service users, particularly at the Cawang Sentral bus stop, with the available facilities. The background to the problem includes common complaints such as long queues during rush hour, poor toilet hygiene, and the gap between user expectations and the condition of the facilities. This study aims to measure user satisfaction based on the Minimum Service Standards (SPM) of the Governor of Jakarta No. 2 of 2024. The Cawang Sentral Bus Stop was selected due to its role as a major transit hub with an average of 800 daily passengers. The Importance Performance Analysis (IPA) method was used to identify improvement priorities, while the Customer Satisfaction Index (CSI) was used to measure overall satisfaction levels. The results showed that the CSI value of 70% indicated that user satisfaction was in the “Satisfied” category. However, the IPA analysis identified five main attributes as priorities for improvement (Quadrant I): attributes 24, 10, 34, 28, and 3. Additionally, several facilities were found to not meet the standards set in the SPM. Based on these findings, this study recommends regular facility inspections by the management and an increase in the number of respondents for future research. It is hoped that these improvements will enhance the quality of services at Cawang Sentral Bus Stop to support user comfort and satisfaction. Keywords: User satisfaction, Transjakarta, Cawang Sentral bus stop, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI). Penelitian ini menganalisis tingkat kepuasan pengguna layanan Transjakarta, khususnya di Halte Cawang Sentral, terhadap fasilitas yang tersedia. Latar belakang masalah mencakup keluhan umum seperti antrean panjang pada jam sibuk, kebersihan toilet yang kurang terjaga, dan kesenjangan antara harapan pengguna dan kondisi fasilitas. Penelitian ini bertujuan untuk mengukur kepuasan pengguna berdasarkan Standar Pelayanan Minimal (SPM) Gubernur DKI Jakarta No. 2 Tahun 2024. Halte Cawang Sentral dipilih karena perannya sebagai halte transit utama dengan rata-rata 800 penumpang harian. Metode Importance Performance Analysis (IPA) digunakan untuk mengidentifikasi prioritas perbaikan, sementara Customer Satisfaction Index (CSI) digunakan untuk mengukur tingkat kepuasan secara keseluruhan. Hasilnya, nilai CSI sebesar 70% menunjukkan tingkat kepuasan pengguna berada dalam kategori “Puas”. Namun, analisis IPA mengidentifikasi lima atribut utama yang menjadi prioritas perbaikan (Kuadran I) yaitu atribut 24, 10, 34, 28, dan 3. Selain itu, ditemukan beberapa fasilitas yang belum memenuhi standar yang ditetapkan dalam SPM. Berdasarkan temuan tersebut, penelitian ini merekomendasikan pengecekan fasilitas secara rutin oleh pihak pengelola dan penambahan jumlah responden untuk penelitian di masa mendatang. Diharapkan perbaikan ini dapat meningkatkan kualitas layanan di Halte Cawang Sentral guna mendukung kenyamanan dan kepuasan pengguna. Kata Kunci: Kepuasan pengguna, Transjakarta, Halte Cawang Sentral, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI).
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