ADHITAMA, ANGGA (2020) PENGARUH TINGKAT KINERJA PELAYANAN RUTE GROGOL 2 - HARMONI TERHADAP KEPUASAN PENGGUNA TRANSJAKARTA PADA KONDISI NEW NORMAL. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The TransJakarta bus corridor 8A for Grogol 2 - Juanda route passes several stops, namely the Grogol 2 bus stop, S. Parman Podomoro City, Tomang Mandala, Rs Tarakan, Petojo, and Harmoni. Its location which is close to Mall Ciputra causes Corridor 8A to have quite a lot of passengers on weekdays. However, over time, with the enthusiasm of the people of DKI Jakarta who prefer mass transportation, the TransJakarta Bus has experienced many problems in its operation. With these conditions, there is a build-up of passengers at the Grogol 2 stop. The data collection technique was carried out by direct observation to corridor 8A in order to get operational performance results, because of the Covid-19 pandemic, the distribution of questionnaires was carried out by distributing a google form link, as a reference for operational performance the Minimum Service Standard used was PERGUB No. 33 of 2017. Meanwhile, to measure the level of passenger satisfaction with the performance of TransJakarta Buses, namely using the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). Based on the analysis of the performance of the questionnaire results referring to the 5 dimensions of service levels obtained from users of the Trans Tangerang Bus on the Poris Plawad - Cibodas route who stated that the performance of the Trans Tangerang Bus was Very Good (SB) was obtained by 36,63 %. %. Then those who answered Good (B) were obtained at 37.54%; Good Enough (CB) was obtained at 15.83%; Poor (KB) was obtained at 5.45% and Bad (TB) was obtained by 4.54%. Keywords: Performance and Satisfaction of Trans Jakarta Buses, Importance Performance Analysis, Costumer Satisfaction Index. Bus TransJakarta koridor 8A rute Grogol 2 – Juanda melewati beberapa halte yaitu halte Grogol 2, S.Parman Podomoro City, Tomang Mandala, Rs Tarakan, Petojo, dan Harmoni. Lokasinya yang berada dekat dengan Mall Ciputra menyebabkan Koridor 8A memiliki penumpang yang cukup padat di hari-hari kerja. Namun seiring berjalannya waktu, dengan antusiasme warga DKI Jakarta yang lebih memilih alat transportasi massal Bus TransJakarta mengalami banyak masalah dalam operasionalnya. Dengan adanya kondisi tersebut, terjadi penumpukan penumpang di halte Grogol 2. Teknik pengambilan data dilakukan dengan cara observasi langsung ke koridor 8A agar mendapatkan hasil kinerja operasional, karena adanya wabah pandemi Covid-19 penyebaran kuisioner dilakukan dengan menyebarkan link google form, sebagai acuan kinerja operasional digunakan Standar Pelayanan Mminimum yang digunakan ialah PERGUB No. 33 Tahun 2017. Sedangkan untuk mengukur tingkat kepuasan penumpang atas kinerja Bus TransJakarta yaitu menggunakan Importance Perfomance Analisis (IPA) dan Costumer Satisfaction Index (CSI). Berdasarkan analisis kinerja hasil kuesioner mengacu kepada 5 dimensi tingkat pelayanan di dapat dari pengguna Bus Trans Jakarta rute Grogol 2 – Harmoni yang menyatakan kinerja Bus Trans Jakarta Sangat Baik (SB) didapat sebesar 36,63 %. Kemudian yang menjawab Baik (B) didapat sebesar 37,54 % ; Cukup Baik (CB) didapat sebesar 15,83 % ; Kurang Baik (KB) didapat sebesar 5,45 % dan Tidak Baik (TB) di dapat sebesar 4,54 % Kata kunci : Kinerja dan Kepuasan Bus Trans Jakarta, Importance Performance Analysis, Costumer Satisfaction Index.
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