SEPTIANA, ALWANABILA AYU (2023) ANALISIS TINGKAT KINERJA PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA TERMINAL KAMPUNG RAMBUTAN. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Judul: Analisis Tingkat Kinerja Pelayanan Terhadap Kepuasan Penumpang Pada Terminal Kampung Rambutan, Nama: Alwanabila Ayu Septiana, NIM : 41119210037, Dosen Pembimbing : Dr. Ir. Nunung Widyaningsih, Dipl. Eng IPM, 2023 Terminal Kampung Rambutan adalah salah satu terminal tipe A yang terletak di Jalan TB Simatupang, Kecamatan Ciracas, Kota Jakarta Timur. Tujuan dari penelitian ini adalah untuk menganalisa kondisi terminal apakah sudah memenuhi standar fasilitas terminal tipe A dan mengetahui tingkat kualitas pelayanan serta kepuasan penumpang, sehingga dapat diketahui upaya memperbaiki kinerja pelayanan untuk meningkatkan pelayanan pada Terminal Kampung Rambutan. Metode yang digunakan dalam penelitian ini adalah survey langsung di lapangan untuk mendapatkan data luasan kebutuhan fasilitas terminal sesuai standar Departemen Perhubungan 1996, dan perhitungan dalam penelitian ini dilakukan dengan hasil kuisioner yang disebarkan pada penumpang dan berpedoman pada standarisasi PM No. 40 Tahun 2015 lalu diolah menggunakan Metode Customer Satisfaction Index (CSI) untuk mengetahui index kepuasan penumpang dan Metode Importance Performance Analysis (IPA) untuk mengetahui dan memetakan pertanyaan tingkat kepentingan dan kinerja yang memerlukan prioritas perbaikan di terminal kampung rambutan. Dari hasil analisis diperoleh kesimpulan bahwa luasan kebutuhan fasilitas terminal sudah memenuhi standar dan untuk perhitungan menggunakan metode CSI didapatkan indeks kepuasan sebesar 60,60% disimpulkan bahwa penumpang Cukup Puas dengan pelayanan yang diberikan. Untuk metode IPA Terdapat 8 atribut pelayanan yang memerlukan perbaikan yaitu lajur pejalan kaki yang aman, jalur evakuasi dan alat pemadam kebakaran, fasilitas Kesehatan yang memadai, ketersediaan toilet, tempat duduk untuk ruang tunggu, ruang menyusui, jadwal kedatangan dan keberangkatan bus. Upaya untuk memperbaiki nya yaitu melakukan pemantauan dalam pelayanan maupun fasilitas, serta melakukan pengukuran kepuasan penumpang secara berkala. Kata Kunci: Terminal Kampung Rambutan, Kinerja Pelayanan, Kepuasan Penumpang, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA). ABSTRACT Title: Service Performance Analysis On Kampung Rambutan Terminal Passenger Satisfaction, Name: Alwanabila Ayu Septiana, NIM : 41119210037, Lecture: Dr. Ir. Nunung Widyaningsih, Dipl. Eng IPM, 2023 Kampung Rambutan Terminal is a type A terminal located on Jalan TB Simatupang, Ciracas District, East Jakarta City. The purpose of this study is to analyze the condition of the terminal whether it meets the standard type A terminal facilities and determine the level of service quality and passenger satisfaction, so that efforts to improve service performance can be identified to improve service at Kampung Rambutan Terminal. The method used in this study was a direct survey in the field to obtain data on the area required for terminal facilities according to the 1996 Ministry of Transportation standards, and the calculations in this study were carried out using the results of questionnaires distributed to passengers and guided by PM No. standardization. 40 of 2015 and then processed using the Customer Satisfaction Index (CSI) Method to determine the passenger satisfaction index and the Importance Performance Analysis (IPA) Method to find out and resolve questions on the level of importance and performance that require priority improvements at the Kampung Rambutan terminal. From the results of the analysis it was concluded that the area needed for terminal facilities had met the standards and for calculations using the CSI method a satisfaction index of 60.60% was obtained, meaning that passengers were quite satisfied with the services provided. For the IPA method, there are 8 service attributes that require improvement, namely safe pedestrian paths, evacuation routes and fire extinguishers, adequate health facilities, availability of toilets, seats for waiting rooms, nursing rooms, bus arrival and departure schedules. Efforts to improve it are monitoring services and facilities, as well as measuring personal satisfaction on a regular basis. Keywords: Kampung Rambutan Terminal, Service Performance, Passenger Satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA).
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/SIP 23 026 |
| NIM/NIDN Creators: | 41119210037 |
| Uncontrolled Keywords: | Terminal Kampung Rambutan, Kinerja Pelayanan, Kepuasan Penumpang, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA). |
| Subjects: | 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 624 Civil Engineering/Teknik Sipil |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 15 May 2023 07:55 |
| Last Modified: | 15 May 2023 07:55 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/77119 |
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