Studi Intermoda Di Stasiun Gubeng Lama Dan Gubeng Baru Berbasis Analisis Kepuasan Penumpang

Agathakarien, Yudhistira Muharram (2024) Studi Intermoda Di Stasiun Gubeng Lama Dan Gubeng Baru Berbasis Analisis Kepuasan Penumpang. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Seiring dengan terus bertambahnya frekuensi jumlah kereta api, maka semakin bertambah juga minat masyarakat menggunakan kereta api. Mayoritas penumpang yang naik atau turun di stasiun Gubeng lebih memilih menggunakan kendaraan pribadi mereka dan angkutan online dibandingkan menggunakan angkutan umum. Oleh sebab itu dilakukan analisis kepuasan penumpang terhadap kinerja pelayanan intermoda di stasiun Gubeng baru dan stasiun Gubeng lama. Metode yang digunakan dalam penelitian ini meliputi penyebaran kuisoner dan wawancara. Studi ini bertujuan untuk mengetahui kinerja dan harapan penumpang terhadap intermoda yang ada di stasiun Gubeng. Analisis data menggunakan analisis kuadran dengan metode gap analysis, metode Importance Performance Analysis (IPA), metode Customer Satisfaction Index (CSI), dan metode fishbein. Analisis dibagi menjadi lima bagian yaitu responden secara keseluruhan, responden asal dan tujuan surabaya, dan responden penumpang Gubeng baru dan lama.
Dari hasil analisis, didapatkan total responden sebanyak 303 responden. Pada metode Gap Analysis didapatkan nilai negatif pada seluruh atribut. Indeks kepuasan pelayanan secara keseluruhan dengan metode Customer Satisfaction Index diperoleh indeks kepuasan sebesar 0,523 kriteria “cukup puas”. Nilai sikap metode Fishbein secara keseluruhan didapatkan hasil sebesar 417,335 kriteria nilai sikap “netral”. Kemudian dilakukan analisis dengan lima bagian responden menunjukkan bahwa responden yang bertujuan Surabaya dan responden gubeng lama merasa “kurang puas” dengan nilai sikap yang “negatif” terhadap intermoda yang ada di stasiun Gubeng. Prioritas peningkatan kualitas jasa layanan intermoda yaitu, kajian terkait headway, waktu tempuh, konsistensi jadwal, waktu tunggu pada angkutan umum. Kemudian konektivitas jadwal kereta api dengan transportasi umum lanjutan, tersedia fasilitas troli barang, fasilitas atap, fasilitas penunjang kaum disabilitas, petugas yang sigap untuk membantu, tersedia rambu petunjuk, dan halte khusus di dalam atau di area stasiun Gubeng.
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With the increasing frequency of trains, more and more people are becoming interested in using them for transportation. However, at Gubeng station, the majority of passengers still prefer to use private vehicles or online transportation instead of public transportation. To evaluate passenger satisfaction with intermodal services at both the new and old Gubeng stations, a performance analysis was conducted. The methods used in this research include distributing questionnaires and interviews. This study aims to determine the performance and expectations of passengers regarding intermodal at Gubeng station. Data analysis uses quadrant analysis with the gap analysis method, the Importance Performance Analysis (IPA) method, the Customer Satisfaction Index (CSI) method, and the Fishbein method. The analysis is divided into five parts, namely respondents as a whole, respondents originating and going to Surabaya, and respondents from new and old Gubeng passengers. From the results of the analysis, a total of 303 respondents were obtained. In the Gap Analysis method, negative values were obtained for all attributes. The overall service satisfaction index using the Customer Satisfaction Index method obtained a satisfaction index of 0.523 with the criteria "quite satisfied". The overall attitude value of the Fishbein method was 417.335, the criteria for a "neutral" attitude value. If an analysis was carried out with five respondents, it showed that respondents aiming for Surabaya and old Gubeng respondents felt "less satisfied" with the "negative" attitude towards the intermodal at Gubeng station. Priorities for improving the quality of intermodal services include studies related to headway, travel time, schedule consistency, and waiting times on public transportation. Then there is connectivity between train schedules and advanced public transportation, available goods trolley facilities, rooftop facilities, support facilities for disabled people, officers who are ready to help, available signage, and special stops inside or in the Gubeng station area.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Intermoda, Kepuasan pengguna jasa, Fishbein, Intermodal, Service Performance, Importance Performance Analysis (IPA), Customer Stasifaction Index (CSI)
Subjects:	T Technology > TE Highway engineering. Roads and pavements > TE7 Transportation--Planning
Divisions:	Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Civil Engineering > 22101-(S2) Master Thesis
Depositing User:	Yudhistira Muharram Agathakarien
Date Deposited:	16 Feb 2024 08:09
Last Modified:	16 Feb 2024 08:09
URI:	http://repository.its.ac.id/id/eprint/107192

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