ALDIANSYAH, ALDIANSYAH (2025) ANALISIS TINGKAT KEPUASAN PENGGUNA JASA TERHADAP PELAYANAN DAN FASILITAS TRANSPORTASI BUS SI TAYO (Studi Kasus : Koridor 1 Poris Plawad - Jatake). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Based on previous studies and preliminary surveys of the Si Tayo Bus Corridor 1, it is known that several service aspects are still not in line with user expectations. Therefore, it is necessary to conduct an assessment to identify which performance indicators should be prioritized for improvement and to evaluate the current level of user satisfaction. This research employs the Importance-Performance Analysis (IPA), Customer Satisfaction Index (CSI), and SERVQUAL methods. In addition, a verification of the existing conditions in the field was also conducted. The data were collected using a Google Form questionnaire consisting of 15 service indicators categorized into the five SERVQUAL dimensions. A total of 100 valid responses were obtained and subsequently analyzed using the three methods. The results of the study indicate that there are two service indicators requiring immediate improvement, namely “bus arrivals and departures according to schedule” and “responsiveness of staff to passenger complaints.” Furthermore, it was found that the current user satisfaction level is 80.14%, which falls into the “satisfied” category. Field observations also confirmed that there are still two service indicators not meeting the expected standards, namely “bus arrivals and departures according to schedule” and the availability of real-time service information accessible to users. Keywords: Bus Si Tayo, CSI, IPA, Servqual Berdasarkan penelitian terdahulu dan hasil survey pendahuluan Bus Si Tayo Koridor 1 diketahui masih terdapat beberapa pelayanan yang belum sesuai harapan pengguna, oleh karena itu perlu adanya pemeriksaan untuk mengetahui kinerja yang menjadi prioritas perbaikan, dan menilai tingkat kepuasan pengguna di saat ini. Penelitian ini menggunakan Metode Importance-Performance Analysis (IPA), Customer Satisfaction Index (CSI) dan Service Quality (SERVQUAL), selain itu juga dilakukan pengecekan kesesuaian kondisi eksisting di lapangan. Data dikumpulkan dengan menggunakan google form, terdiri dari 15 indikator terperiksa yang terbagi dalam 5 dimensi Servqual. Diperoleh 100 data valid yang kemudian diproses menggunakan ketiga metode tersebut. Hasil dari penelitian ini terdapat 2 indikator pelayanan yang harus segera diperbaiki, yakni Bus datang dan berangkat sesuai jadwal dan Petugas tanggap dengan keluhan penumpang, diketahui tingkat kepuasan pengguna saat ini adalah 80,14% yang masuk ke dalam kategori puas, dan dari hasil pengecekan langsung di lapangan diketahui masih ada 2 (dua) indikator pelayanan yang belum sesuai yakni bus datang dan berangkat sesuai jadwal dan adanya informasi layanan secara real-time yang bisa dipantau oleh pengguna. Kata Kunci : Bus Si Tayo, CSI, IPA, Servqual
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