FIANSYAH, FIRMAN SYARIF (2023) ANALISIS KINERJA DAN KEPUASAN PELAYANAN TERHADAP MODA TRANSPORTASI KWK B 08 (GROGOL PETAMBURAN RAWA BUAYA). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
KWK B 08 is a public transportation with route Grogol Petamburan – Rawa Buaya, which is connected to several other public transportation starting from the train station, Transjakarta bus stop, and other public transportation. The purpose of this study was to find out how the perceptions of passenger satisfaction with the service and or responses from users of the KWK B 08 Transport and the level of performance in operating are the main things that need to be known. This study uses two data collection techniques, namely primary data derived from the results of collecting questionnaires involving 100 respondents who are passengers of the KWK B 08 Transport and secondary data in the form of technical data regarding the performance of KWK B 08 transportation services. The analytical method used is Servqual and Importance Performance. Analysis (IPA) The results of the analysis show that the average performance level of the KWK B 08 transport has an average weight of 3.65 and the average level of passenger satisfaction is quite good with an average of 3.56 from the highest score of 5. Keywords: KWK B08, Performance and Satisfaction, Importance Prefomance Analysis, Servqual. KWK B 08 merupakan angkutan umum dengan rute perjalanan grogol petamburan – rawa buaya, yang terhubung dengan beberapa transportasi umum lainnya mulai dari stasiun kereta, halte transjakarta, dan angkutan umum lainya. Tujuan penelitian ini untuk mengetahui bagaimana persepsi kepuasan penumpang terhadap pelayanan dan atau tanggapan dari pengguna Angkutan KWK B 08 dan Tingkat kinerja dalam mengoperasikan adalah hal utama yang perlu diketahui. Penelitian ini menggunakan dua teknik pengumpulan data yakni data primer yang berasal dari hasil pengumpulan kuesioner dengan melibatkan 100 responden yang merupakan penumpang Angkutan KWK B 08 dan data sekunder berupa data teknis mengenai kinerja layanan angkutan KWK B 08. Metode analisis yang digunakan yakni Servqual dan Importance Performance Analysis (IPA) Hasil analisis menunjukan bahwa tingkat rata-rata kinerja angkutan KWK B 08 memiliki bobot rata – rata 3,65 dan rata – rata tingkat kepuasan penumpang yaitu cukup baik dengan bobot rata - rata 3,56 dari skor tertinggi 5. Kata Kunci : KWK B08, Kinerja dan Kepuasan, Importance Prefomance Analysis, Servqual.
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