EVALUASI KINERJA DAN PELAYANAN ANGKUTAN UMUM TERHADAP KEPUASAN MASYARAKAT PENGGUNA LRT JABODEBEK (Studi Kasus: Cawang-Dukuh Atas)

ARDHIVA, MONICA (2025) EVALUASI KINERJA DAN PELAYANAN ANGKUTAN UMUM TERHADAP KEPUASAN MASYARAKAT PENGGUNA LRT JABODEBEK (Studi Kasus: Cawang-Dukuh Atas). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The rapid growth of private vehicle ownership in the Jabodebek area has contributed to worsening traffic congestion and air pollution. As a solution, the Jabodebek Light Rail Transit (LRT) system was introduced as an efficient and environmentally friendly mass transportation mode. This study aims to evaluate the service performance of the Jabodebek LRT in relation to user satisfaction, particularly on the Cawang–Dukuh Atas line. The research applies the Supply Chain Operations Reference (SCOR) model to identify key performance indicators (KPIs) and the Analytical Hierarchy Process (AHP) to determine priority weights for service improvement. Data were collected through passenger surveys and field observations. The findings indicate that several indicators, such as punctuality, facility comfort, and service information, have met performance targets. However, other indicators require improvement, particularly passenger congestion during peak hours and waiting times. The results highlight the importance of service enhancement strategies focusing on operational efficiency and passenger comfort. The recommendations are expected to increase public interest in shifting from private vehicles to public transportation while supporting the development of a sustainable transport system in the Jabodebek region. Keywords: Jabodebek LRT, service performance, user satisfaction, SCOR, AHP Pertumbuhan kendaraan pribadi yang pesat di wilayah Jabodebek telah menyebabkan peningkatan kemacetan dan polusi udara. Sebagai solusi, LRT Jabodebek hadir sebagai moda transportasi massal yang efisien dan ramah lingkungan. Penelitian ini bertujuan untuk mengevaluasi kinerja pelayanan LRT Jabodebek terhadap kepuasan masyarakat, khususnya pada lintas Cawang – Dukuh Atas. Metode yang digunakan adalah pendekatan Supply Chain Operations Reference (SCOR) untuk mengidentifikasi indikator kinerja utama (Key Performance Indicators), serta Analytical Hierarchy Process (AHP) untuk menentukan bobot prioritas perbaikan. Data diperoleh melalui survei terhadap pengguna LRT dan observasi lapangan. Hasil penelitian menunjukkan bahwa beberapa indikator seperti ketepatan waktu, kenyamanan fasilitas, dan informasi layanan telah memenuhi target kinerja. Namun, masih terdapat idnikator yang perlu ditingkatkan, seperti kepadatan penumpang pada jam sibuk dan waktu tunggu. Penelitian ini menunjukkan pentingnya strategis peningkatan kualitas layanan yang berfokus pada efisiensi operasional dan kenyamanan penumpang. Rekomendasi perbaikan layanan dan diharapkan dapat mendorong peningkatan minat masyarakat untuk beralih ke transportasi umum, sekaligus mendukung pengembangan transportasi berkelanjutan di wilayah Jabodebek. Kata kunci: LRT Jabodebek, kinerja layanan, kepuasan pengguna, SCOR, AHP

Item Type:	Thesis (S1)
Call Number CD:	FT/SIP. 25 103
NIM/NIDN Creators:	41122120086
Uncontrolled Keywords:	LRT Jabodebek, kinerja layanan, kepuasan pengguna, SCOR, AHP
Subjects:	200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 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) > 388 Ground Transportation/Transportasi Jalan Raya 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 624 Civil Engineering/Teknik Sipil 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.3 Personnel Management/Manajemen Personalia, Manajemen Sumber Daya Manusia, Manajemen SDM
Divisions:	Fakultas Teknik > Teknik Sipil
Depositing User:	khalimah
Date Deposited:	28 Aug 2025 02:58
Last Modified:	28 Aug 2025 02:58
URI:	http://repository.mercubuana.ac.id/id/eprint/97174

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