Please use this identifier to cite or link to this item: http://repository.uma.ac.id/handle/123456789/18519
Title: Analisis Tingkat Kepuasan Penumpang terhadap Pelayanan Bus Trans Metro Deli Rute Medan Tuntungan - Lapangan Merdeka
Other Titles: Analysis of the Level of Passenger Satisfaction with Trans Metro Deli Bus Services for the Medan Tuntungan - Merdeka Square Route
Authors: Ginting, Kamilia Azhaari
Keywords: servqual
gap
customer satisfaction index (CSI)
Issue Date: Sep-2022
Publisher: Universitas Medan Area
Series/Report no.: NPM;198110180
Abstract: Perkembangan teknologi menutut manusia untuk memenuhi kebutuhan sehari-hari supaya semakin kompleks. Oleh karena itu Kementrian Perhubungan Republik Indonesia menyediakan pelayanan jasa transportasi Trans Metro Deli dengan program penerapan Bus Rapid Transit (BRT) yang mempunyai misi memberikan pelayanan terbaik yang meliputi aspek keamanan, ketepatan, keteraturan, kemudahan, kecepatan, kenyamanan dan kepuasan bagi penggunanya. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana pelayanan yang diberikan berdasarkan penilaian penumpang. Penelitian ini dilakukan dengan menyebarkan kuisioner kepada 100 responden. Kuesioner berisi mengenai lima dimensi Service Quality (tangible, reliability, responsiveness, emphaty dan assurance) dengan menggunakan teknik Skala Likert. Metode yang dipakai untuk mendapatkan nilai kesenjangan antara kinerja dan harapan adalah analisis gap dan untuk mengukur tingkat kepuasan penumpang adalah analisis Customer Satisfaction Index (CSI). Dari hasil perhitungan analisis gap menunjukkan kualitas pelayanan Bus Trans Metro Deli semua variabel bernilai negatif dimulai dari -0,10 pada atribut B1 hingga -0,77 pada atribut A5 yang artinya bahwa semua pelayanan yang diberikan kepada penumpang masih berada dibawah harapan penumpang. Namun, berdasarkan indeks kepuasan nilai CSI berada pada rentang 80% - 84% yaitu 82,61% yang berarti secara keseluruhan kualitas kinerja masih pada kriteria puas. Kesimpulan dari penelitian ini adalah pihak perusahaan harus tetap meningkatkan kualitas pelayanan guna meningkatkan tingkat kepuasan penumpang. The development of technology requires humans to fulfill their daily needs to be more complex. Therefore, Kementrian Republik Indonesia provides Trans Metro Deli Transportation services with the Bus Rapid Transit (BRT) implementation program which has a mission to provide the best service which includes aspects of security, accuracy, regularity, convenience, speed, comfort and satisfaction for its users. The purpose of this study was to find out how the services provided were based on passenger ratings. This research was conducted by distributing questionnaires to 100 respondents. The questionnaire contains the five dimensions of Service Quality (tangible, reliability, responsiveness, empathy and assurance) using a Likert Scale technique. The method used to get the value of the gap between performance and expectations is gap analysis and to measure the level of passenger satisfaction is the analysis of the Customer Satisfaction Index (CSI). From the calculation results of the gap analysis, it shows that the service quality of the Trans Metro Deli Bus is all negative indicator variables starting from -0.10 on the B1 attribute to -0.77 on the A5 attribute, which means that all services provided to passengers are still below passenger expectations. However, based on the satisfaction index, the CSI value is in the range of 80% - 84%, namely 82.61%, which means that the overall quality of performance is still in the satisfied criteria. The conclusion of this study is that the company must continue to improve the quality of service in order to increase the level of passenger satisfaction.
Description: 146 Halaman
URI: http://repository.uma.ac.id/handle/123456789/18519
Appears in Collections:SP - Civil Engineering

Files in This Item:
File Description SizeFormat 
198110180 - Kamilia Azhaari Ginting - Fulltext.pdfCover, Abstract, Chapter I, II, III, V, Bibliography8.16 MBAdobe PDFView/Open
198110180 - Kamilia Azhaari Ginting - Chapter IV.pdf
  Restricted Access
Chapter IV747.67 kBAdobe PDFView/Open Request a copy


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.