UTOMO, RAIHAN WAHYU (2019) ANALISIS KINERJA DAN KEPUASAN PENUMPANG TERHADAP PELAYANAN BUS TRANS JAKARTA (RUTE CIBUBUR – BKN). S1 thesis, Universitas Mercu Buana.
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Abstract
ABSTRAK Judul : Analisis Kinerja dan Kepuasan Penumpang Terhadap Pelayanan Bus Transjakarta (Rute Cibubur – BKN), Nama : Raihan Wahyu Utomo, Pembimbing : Muhammad Isradi, ST, MT., 2019 Cibubur merupakan kawasan di Jakarta Timur yang berbatasan langsung dengan Bekasi dan Depok, para penduduk yang bekerja beraktifitas menuju Jakarta banyak yang bermukim di sekitar daerah tersebut lebih bayak memakai kendaraan pribadi sehingga menimbulkan kemacetan, Karenanya, untuk menarik minat pengguna kendaraan pribadi beralih ke angkutan umum, pemerintah Provinsi DKI Jakarta membangun sistem tranportasi BRT (Bus Rapid Transit) atau dikenal dengan Transjakarta yang mulai beroperasi sejak tanggal 15 Januari 2004. Untuk mengetahui sejauh mana kinerja pelayanan dan kepuasan pelanggan maka penulis malukan Tugas Akhir ini dengan metode suvey langsung kinerja Menggunakan standar Dirjen Perhubungan Darat dan kuisioner yang diisi oleh penumpang dengan metode Importance Performance Analysis yang diolah menggunakan perangkat lunak SPSS. Berdasarkan hasil Suvey, Kinerja operasional armada Transjakarta dengan mengacu terhadap standar kinerja pelayanan Dirjen Perhubungan Darat, dari indikator fator muat (Load Factor), waktu antara (Headway), frekuensi kendaraan perjam, waktu perjalanan, waktu pelayanan, kecepatan perjalanan dan jumlah kendaraan yang beroperasi mendapatkan hasil keseluruhan baik atau kualitas kinerja bus Transjakarta sudah memenuhi standar Dirjen Perhubungan Darat. Dari hasil analisis, ditinjau dari dimensi bukti langsung / Kehandalan (Reliability), Ketanggapan (Responsiveness), Jaminan (Assurance), Empati (Empathy) dan Berwujud (Tangibles) mendapat hasil rata-rata dimensi kualitas pelayanan untuk kinerja Transjakarta rute Cibubur – BKN Cawang mencapai nilai 3,15, atau kinerja pelayanan yang diberikan pada setiap dimensi pelayanan yang diteliti mencapai kategori cukup baik. Dan ratarata tingkat kepuasan penumpang Transjakarta rute Cibubur – BKN Cawang mencapai nilai 3,13, atau tingkat kepuasan penumpang pada dimensi pelayanan yang di teliti mencapai katageri cukup puas. Namun perlu adanya perbaikan pada jadwal waktu kedatangan bus, kenyamanan, keamanan dan fasilitas halte khususnya di halte cibubur karena keempat faktor tersebut berdasarkan rata-rata jawaban dari penumpang memiliki hasil kinerja yang kurang baik dan kepuasan yang kurang puas. Kata kunci : Kinerja Pelayanan, Kepuasan Penumpang, Transjakarta, Cibubur, BKN. ABSTRACT Title : Analisis Kinerja dan Kepuasan Penumpang Terhadap Pelayanan Bus Transjakarta (Rute Cibubur – BKN), Name : Raihan Wahyu Utomo, Mentor : Muhammad Isradi, ST, MT., 2019 Cibubur is an area in East Jakarta that borders directly with Bekasi and Depok, many residents who work and activities heading to Jakarta, many who live around the area are more likely to use private vehicles so as to cause congestion., Therefore, to attract the interest of private vehicle users to public transportation, the government of Jakarta built a BRT (Bus Rapid Transit) transportation system, known as Transjakarta, which began operating on January 15, 2004. To find out the extent to which service performance and customer satisfaction the authors embraced this Final Project with a direct performance survey method using standards of the Director General of Land Transportation and questionnaire filled with passengers with the Importance Performance Analysis method are then processed using SPSS software. Based on the survey results, the operational performance of the Transjakarta fleet refers to the standards of service performance of the Director General of Land Transportation, from Load Factor indicators, Headway time, hourly vehicle frequency, travel time, service time, travel speed and number of vehicles operating get good overall results or the quality of Transjakarta bus performance meets the standards of the Director General of Land Transportation. From the results of the analysis, in terms of the dimensions of evidence of Reliability, Responsiveness, Assurance, Empathy and Tangibility, the average results of service quality dimensions for the performance of Transjakarta on the Cibubur - BKN Cawang reached a value of 3.15, or the service performance provided in each dimension of service studied reached a fairly good category. And the average level of satisfaction of Transjakarta passengers on the Cibubur route - BKN Cawang reached a value of 3.13, or the level of passenger satisfaction in the dimensions of service that was met reached the satisfaction level. But there needs to be an improvement in the bus arrival time schedule, comfort, security and bus stop facilities, especially at the Cibubur bus stop because the four factors are based on the average response of the passengers having poor performance results and dissatisfied satisfaction. Keyword : Quality of service, Consumer Satisfaction, Transjakarta, Cibubur, BKN.
| Item Type: | Thesis (S1) |
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| Call Number CD: | FT/SIP 19 001 |
| NIM/NIDN Creators: | 41114320022 |
| Uncontrolled Keywords: | Kata kunci : Kinerja Pelayanan, Kepuasan Penumpang, Transjakarta, Cibubur, BKN. |
| Subjects: | 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: | siti maisyaroh |
| Date Deposited: | 25 Jul 2022 03:13 |
| Last Modified: | 25 Jul 2022 03:13 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/66045 |
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