CAHYONO, ZEFANYA RANDA (2021) ANALISA PELAYANAN ANGKUTAN PENUMPANG ANTAR MODA DI STASIUN TANGERANG DAN DURI. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Electric Rail Trains (KRL) are increasingly in demand by people from Jakarta and surrounding areas to become the main transportation for various daily activities. Intermodal cohesiveness from starting left the house to reach the destination is also considered by the customer. This study was to find out about passenger satisfaction with intermodal services outside Tangerang Station and Duri Station. The authors used the "Importance Performance Analysis" method, then next step followed by analyzes Validity and reliability and Bivariate Correlations using SPSS program. Hypothesis testing was also carried out using the "Chi Square" method with a sample size of 100 people per each station. For the Tangerang Station, based on the Bivariate Correlation analysis, the significance value was 0.003 <0.05 and the Pearson Correlation value of 0.518 meant that there was a moderate correlation between the performance of the officers and the level of service importance. Based on the analysis conducted, it is found that service factors that need to be improved are the number of modes of transportation, ticket integration, bus stop availability, waiting room availability and seating. For the Duri Station, based on the Bivariate Correlation analysis, the significance value is 0,000 <0.05 and the Pearson Correlation value is 0.61, which means there is a strong correlation between the performance of officers and the level of service importance. Service factors that need to be improved are the integration of tickets between trains and transportation, the availability of parking lots and continued modes of transportation. Keywords: Passenger Satisfaction, Intermodal Station, Electric Rail (KRL), Minimum Service Standards (SPM), Cartesian Importance Performance Analysis Diagram. Kereta Rel Listrik (KRL) semakin diminati masyarakat dari wilayah Jakarta dan sekitarnya untuk menjadi transportasi utama untuk berbagai aktifitas sehari-hari. Keterpaduan antar moda dari mulai keluar rumah untuk mencapai tempat tujuan juga sangat dipertimbangkan dengan baik oleh pelanggan. Tujuan penelitian ini untuk mengetahui mengenai kepuasan penumpang terhadap pelayanan antar moda di luar Stasiun Tangerang dan Stasiun Duri. Untuk analisis, penulis menggunakan metode “Importance Performance Analysis” yang selanjutnya dilakukan analisis Validitas dan reabilitas serta Korelasi Bivariat menggunakan program SPSS. Dilakukan juga uji hipotesa dengan metode “Chi Square” dengan jumlah sample 100 orang tiap masingmasing stasiun. Untuk Stasiun Tangerang, berdasarkan analisis Korelasi Bivariat yang dilakukan didapatkan nilai signifikasi 0,003<0,05 dan nilai Pearson Correlation 0,518 berarti terdapat korelasi yang sedang antara kinerja petugas dengan tingkat kepentingan pelayanan. Berdasarkan analisis yang dilakukan maka didapatkan faktor pelayanan yang perlu diperbaiki adalah jumlah moda angkutan, keterpaduan tiket, ketersediaan halte, ketersediaan ruang tunggu dan tempat duduk. Untuk Stasiun Duri, berdasarkan analisis Korelasi Bivariat yang dilakukan didapatkan nilai signifikasi 0,000<0,05 dan nilai Pearson Correlation 0,61 berarti terdapat korelasi yang kuat antara kinerja petugas dengan tingkat kepentingan pelayanan. Faktor pelayanan yang perlu diperbaiki adalah keterpaduan tiket antara kereta dan angkutan, ketersediaan tempat parkir dan halte moda angkutan lanjutan. Kata Kunci : Kepuasan Penumpang, Antar Moda Stasiun, Kereta Rel Listrik (KRL), Standar Pelayanan Minimum (SPM), Diagram Cartesius Importance Performance Analysis.
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