ANALISIS KEPUASAN PENUMPANG TERHADAP PELAYANAN KERETA BANDARA SOEKARNO-HATTA RUTE STASIUN BANDARA SOEKARNO-HATTA – STASIUN SUDIRMAN BARU/BNI CITY

AMALIA, RIZKA (2018) ANALISIS KEPUASAN PENUMPANG TERHADAP PELAYANAN KERETA BANDARA SOEKARNO-HATTA RUTE STASIUN BANDARA SOEKARNO-HATTA – STASIUN SUDIRMAN BARU/BNI CITY. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Link route Soekarno-Hatta International Airport Station  Sudirman Baru/BNI City Station. The author used the “Importance Performance Analysis” method to make an analysis, then the next step followed by using SPSS program to do a Validity and Reliability test, also Correlation Bivariate and Simple Linear Regression. For testing the hypothesis, the author used “Chi Square” (X2) method with amount of 95 respondents. Survey results revealed that the votes Airport’s Rail Link passenger has been very good and very satisfied. Based on the analysis of Correlation Bivariate, that the significant value 0,000 < 0,05 and Pearson Correlation value 0,922 that is mean the worker’s performance has a strong correlation with passenger satisfaction. While on the linear regression analysis found that the influence percentage between worker’s performance and passenger satisfaction is 85,1%. Based on Cartesian diagram formed and hypothesis test with Chi Square (X2) method obtained factors services that affect the increased passenger satisfaction are located in quadrant C where Ho was accepted, while the factors that do not affect lies on quadrant B with rejected of Ho. Keywords : Quality of service, Customer Satisfaction, Airport’s Rail Link, Cartesian Diagram Importance Performance Analysis, Chi Square Hatta Rute Stasiun Bandara Soekarno-Hatta  Stasiun Sudirman Baru/BNI City. Untuk analisis, penulis menggunakan metode “Importance Performance Analysis” yang selanjutnya dilakukan analisis Validitas dan Reliabilitas serta Korelasi Bivariat dan Regresi Linear Sederhana dengan menggunakan program SPSS. Uji hipotesa dengan metode “Chi Square” (X2) dengan jumlah sample 95 responden. Dari hasil penelitian diketahui bahwa penilaian penumpang terhadap Kereta Bandara Soekarno-Hatta sudah sangat baik dan sangat puas. Berdasarkan analisis Korelasi Bivariat yang dilakukan didapat nilai signifikansi 0,000 < 0,05 dan nilai Pearson Correlation 0,922 berarti terdapat korelasi yang sangat kuat antara kinerja petugas dengan kepuasan penumpang. Sedangkan pada analisis Regresi Linear yang dilakukan, didapat bahwa presentase pengaruh kinerja pelayanan terhadap kepuasan penumpang yaitu 85,1%. Berdasarkan diagram Cartesius yang terbentuk dan dilakukan uji hipotesa dengan uji Chi Square (X2) didapat faktor-faktor pelayanan yang berpengaruh terhadap peningkatan kepuasan penumpang yang terletak pada kuadran C dimana Ho diterima, sedangkan faktor-faktor yang tidak mempengaruhi terletak pada kuadran B dengan Ho ditolak. Kata Kunci : Kualitas pelayanan, Kepuasan pelanggan, Kereta Bandara, Diagram Cartesius Importance Performance Analysis, Chi Kuadrat

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