Analisis Kinerja Parkir Pada Pusat Perbelanjaan (Studi Kasus Plaza Millenium Medan)

Abstract

Kinerja menggambarkan kondisi kemampuan kerja suatu sistem untuk melayani kebutuhan orang lain. Semakin tinggi tingkat suatu kinerja maka semakin baik pula pelayanan yang diberikan. Dalam penelitian ini kinerja pelayanan yang dimaksud mengandung arti sebagai indikator bagaimana kondisi pelayanan parkir terhadap para pelanggan parkir. Perlu dilakukannya kajian kepuasan pelanggan terhadap kinerja pelayanan parkir. Penelitian ini bertujuan untuk menilai kinerja pelayanan parkir berdasarkan kepuasan pelanggan, menggunakan pendekatan deskriptif dan kualitatif. Data penelitian berupa paparan tentang identitas responden, hasil pengukuran dilapangan serta pertanyaan. Pengumpulan data dilakukan dengan menggunakan teknik observasi, kuesioner dan dokumentasi, dilanjutkan proses Analisa Distribusi Frekuensi, Deskriptif Kualitatif, dan Analisa IPA. Dari hasil penelitian kinerja pelayanan parkir berdasarkan kepuasan pelanggan. Adapun hasil yang diperoleh dilihat dari distribusi ke-17 dimensi/variabel pada Kuadran IPA, hasil penilaian 50 responden, Tersebar beberapa dimensi yang terletak pada kuadran yang perlu pembenahan agar mendapat prioritas perbaikan guna peningkatan kepuasan pelanggan pada dimensi tersebut, yang dinilai masih berada di bawah tingkat harapan pelanggan parkir terutama dimensi yang terletak pada Kuadran A. Untuk dimensi yang dimaksud meliputi kondisi satuan ruang parkir, kondisi lebar jalur gang, pemeriksaan karcis parkir di pintu keluar, dan kesesuaian tarif parkir. Performance describes the condition of the ability of a system to serve the needs of others. The higher the level of performance, the better the services provided. In this study the service performance in question means as an indicator of how the condition of parking services for parking customers. It is necessary to study customer satisfaction on the performance of parking services. This study aims to assess the performance of parking services based on customer satisfaction, using a descriptive and qualitative approach. Research data in the form of exposure to the identity of the respondents, the results of measurements in the field and questions. Data was collected using observation, questionnaires and documentation techniques, followed by the process of Frequency Distribution Analysis, Qualitative Descriptive, and Science Analysis. From the results of research on the performance of parking services based on customer satisfaction. The results obtained are seen from the distribution of the 17 dimensions/variables in the IPA Quadrant, the results of the assessment of 50 respondents, scattered several dimensions located in the quadrants that need improvement in order to get priority improvements in order to increase customer satisfaction on these dimensions, which are considered still below the level of customer expectations of parking, especially the dimensions located in Quadrant A. The dimensions in question include the condition of the parking space unit, the condition of the aisle width, inspection of parking tickets at the exit, and the suitability of parking rates.