RAMADHAN, ZACKY (2025) ANALISA FAKTOR - FAKTOR DAN STRATEGI PENINGKATAN KINERJA TRAYEK MIKROTRANS JAK-LINGKO NOMOR 32 DENGAN METODE SEM DAN DIAGRAM FISHBONE. S2 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
01 COVER.pdf Download (537kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
02 BAB 1.pdf Restricted to Registered users only Download (272kB) |
|
|
Text (BAB II)
03 BAB 2.pdf Restricted to Registered users only Download (341kB) |
|
|
Text (BAB III)
04 BAB 3.pdf Restricted to Registered users only Download (304kB) |
|
|
Text (BAB IV)
05 BAB 4.pdf Restricted to Registered users only Download (597kB) |
|
|
Text (BAB V)
06 BAB 5.pdf Restricted to Registered users only Download (181kB) |
|
|
Text (DAFTAR PUSTAKA)
07 DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (252kB) |
|
|
Text (LAMPIRAN)
08 LAMPIRAN.pdf Restricted to Registered users only Download (505kB) |
Abstract
This study aims to analyze the factors and improve the performance of the Mikrotrans Jak-Lingko Route Number 32 service, which has experienced a decline in service quality and user satisfaction. The methods used include primary data collection through questionnaires distributed to active users of the service, as well as direct field observations. The evaluated dimensions include public service quality, punctuality, comfort, safety, fare, friendliness, and overall service performance. The data were analyzed using the Structural Equation Modeling (SEM) approach based on SmartPLS to measure the relationships between service variables, the Fishbone Diagram to identify root causes of performance decline, and the Pareto Diagram to determine dominant problem priorities based on passenger complaints. The results show that human factors (driver behavior), operational methods (inconsistent scheduling), and facilities (payment tools and information media) are the main causes of service performance decline. Improvement recommendations focus on enhancing driver training in service and safety, improving route and schedule information systems, and upgrading vehicle comfort. This study is expected to serve as a reference for Jak-Lingko operators and stakeholders in designing public transport service improvements based on user needs in a systematic and measurable way. Keywords: Fishbone Diagram, Mikrotrans Jak-Lingko, SmartPLS, Pareto Analysis, Public Transportation, Service Quality Penelitian ini bertujuan untuk menganalisis faktor dan meningkatkan kinerja layanan trayek Mikrotrans Jak-Lingko Nomor 32 yang mengalami penurunan kualitas pelayanan dan kepuasan pengguna. Metode yang digunakan mencakup pengumpulan data primer melalui penyebaran kuesioner responden yang aktif menggunaka fasilitas ini serta observasi langsung di lapangan. Dimensi yang diteliti meliputi kualitas pelayanan publik, ketepatan waktu, kenyamanan, keamanan, tarif, keramahan, dan kinerja layanan secara keseluruhan. Data dianalisis menggunakan pendekatan Structural Equation Modeling (SEM) berbasis SmartPLS untuk mengukur hubungan antar variabel pelayanan, Diagram Fishbone untuk mengidentifikasi akar penyebab penurunan kinerja, serta Diagram Pareto untuk menentukan prioritas masalah dominan berdasarkan keluhan penumpang. Hasil penelitian menunjukkan bahwa faktor manusia (sikap pengemudi), metode operasional (jadwal yang tidak konsisten), dan fasilitas (alat pembayaran dan media informasi) merupakan penyebab utama menurunnya performa layanan. Rekomendasi perbaikan difokuskan pada peningkatan pelatihan pengemudi dari segi pelayanan dan keselamatan, perbaikan sistem informasi rute dan jadwal, serta peningkatan kenyamanan kendaraan. Penelitian ini diharapkan dapat menjadi acuan bagi pengelola Jak-Lingko dan pemangku kepentingan dalam merancang kebijakan perbaikan layanan angkutan umum berbasis kebutuhan pengguna secara sistematis dan terukur. Kata kunci: Analisis Pareto, Diagram Fishbone, Kualitas Layanan, Mikrotrans JakLingko, SmartPLS, Transportasi Umum
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/557. 25 048 |
| NIM/NIDN Creators: | 55321120010 |
| Uncontrolled Keywords: | Analisis Pareto, Diagram Fishbone, Kualitas Layanan, Mikrotrans JakLingko, SmartPLS, Transportasi Umum |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 388 Ground Transportation/Transportasi Jalan Raya > 388.3 Vehicular Transportation/Transportasi kendaraan 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan 700 Arts/Seni, Seni Rupa, Kesenian > 710 Civic and Lanscape Art/Seni Perkotaan dan Pertamanan > 711 Area Planning/Perencanaan Wilayah Perkotaan dan Pertamanan > 711.7 Plans for Transportation Facilities/Perencanaan untuk Fasilitas Transportasi |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | khalimah |
| Date Deposited: | 08 Oct 2025 07:59 |
| Last Modified: | 08 Oct 2025 07:59 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/98909 |
Actions (login required)
 |
View Item |
