Analisis Kinerja Operasional Mikrotrans Jak Lingko Berdasarkan Kepuasan Pengguna (Studi Kasus : Jak 30 Grogol - Meruya)

Palamba, Widsri Lai Lai (2024) Analisis Kinerja Operasional Mikrotrans Jak Lingko Berdasarkan Kepuasan Pengguna (Studi Kasus : Jak 30 Grogol - Meruya). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penataan transportasi umum dalam program Jak Lingko menargetkan peningkatan jumlah pengguna transportasi umum. Salah satu moda program Jak Lingko adalah mikrotrans yang dirancang untuk menunjang bus Transjakarta dan menjangkau wilayah permukiman. Namun, saat ini pelayanan mikrotrans banyak mendapat keluhan masyarakat mengenai layanan sarana dan prasarana. Keluhan tersebut berupa pengemudi tidak berhenti di titik bus stop, mengendarai dengan kecepatan tinggi, waktu tunggu tidak stabil, fasilitas tidak berfungsi, penumpukan penumpang, kurangnya informasi pada bus stop, kerusakan fisik tiang, jarak antar bus stop tidak seragam, dan lain-lain. Sehingga, penelitian ini akan menganalisis kinerja operasional mikrotrans Jak Lingko berdasarkan kepuasan pengguna dan melakukan survei kinerja operasi salah satu trayek yakni Jak 30 Grogol - Meruya.
Penilaian kinerja menggunakan SPM Peraturan Gubernur Provinsi DKI Jakarta No. 13 Tahun 2019 kategori feeder bus kecil dan Pedoman Teknis Perekayasaan Tempat Pemberhentian Kendaraan Penumpang Umum dari Keputusan Direktur Jendral Perhubungan Darat No. 271/HK.105/DRJD/96. Analisis menggunakan integrasi Importance Performance Analysis – Kano (IPA-Kano) yang kemudian akan digunakan untuk membuat rancangan usulan perbaikan dengan metode Quality Function Deployment (QFD). Metode survei kuesioner penelitian adalah simple random sampling dengan target pengguna mikrotrans secara acak tanpa memandang status apapun. Analisis kinerja operasi mikrotrans Jak 30 Grogol – Meruya diperoleh faktor muat kurang dari 70%, headway sebesar 3 sampai 4 menit per 2 jam, waktu tempuh terbesar arah Grogol – Meruya sebesar 1,68 jam, untuk arah sebaliknya sebesar 1,30 jam dan rata-rata kecepatan yang kurang dari 30 km/jam. Hasil penelitian diperoleh tingkat kepuasan pengguna layanan mikrotrans Jak Lingko dalam indeks kepuasan sebesar 71,61%. Namun, seluruh atribut penilaian memiliki nilai gap negatif sehingga tingkat kepuasan tersebut belum memenuhi harapan pengguna. Berdasarkan analisis integrasi IPA-Kano diperoleh 3 atribut kategori fatal, 13 atribut kategori survival, 1 atribut kategori major weapon dan 8 atribut kategori elimination. Untuk peningkatan layanan diusulkan respon teknis yang dilakukan secara berurutan sesuai analisis quality function deployment yaitu penambahan fasilitas rating pelayanan, penataan ulang fasilitas mikrotrans Jak Lingko, pemberian penghargaan kepada pengemudi, pelatihan rutin pengemudi dan
pengembangan aplikasi dan website mikrotrans.
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The arrangement of public transportation in the Jak Lingko program targets an increase in the number of public transportation users. One of the modes Jak Lingko program is mikrotrans, which is designed to support Transjakarta buses
and reach residential areas. However, currently, mikrotrans services received many public complaints regarding facilities and infrastructure. The complaints are the drivers not stopping at bus stop points, driving at high speed, unstable waiting times, malfunctioning facilities, passenger accumulation, lack of information on bus stops, physical damage to poles, the distance between bus stops not uniform, and others. This study will analyze the operational performance of Jak Lingko mikrotrans based on user satisfaction and survey the operating performance of one
route, Jak 30 Grogol-Meruya. Performance assessment using SPM DKI Jakarta Provincial Governor Regulation No. 13 of 2019 for bus feeder category and Technical Guidelines for
Engineering Public Passenger Vehicle Stop Places from the Decree of the Director General of Land Transportation No. 271/HK.105/DRJD/96. The analysis uses an integration of IPA-Kano, which will be used to design improvement proposals with the Quality Function Deployment method. The research questionnaire survey method is simple random sampling with a target population of mikrotrans users, regardless of status.
Analysis of the performance of Jak 30 Grogol-Meruya mikrotrans operations obtained a load factor of less than 70%, headway of 3 to 4 minutes, the largest travel time in the Grogol-Meruya direction of 1,68 hours, for the reverse
direction of 1,30 hours, and an average speed of less than 30 km/h. The results show that the level of satisfaction of users of Jak Lingko mikrotrans services is 71,61%. However, all attributes have negative gap values, so the satisfaction level has not met user expectations. Based on the IPA-Kano integration analysis obtained 3 attributes in the fatal category, 13 attributes of the survival category, 1 attribute of the major weapon category, and 8 attributes of the elimination category. For service improvement, technical response according to the quality function deployment analysis, namely the addition of service rating facilities, rearrangement of Jak Lingko mikrotrans facilities, awarding to drivers, routine driver training, and development of mikrotrans applications and websites.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	integration of IPA-Kano, mikrotrans, quality function deployment, integrasi IPA-Kano, mikrotrans, quality function deployment.
Subjects:	H Social Sciences > HE Transportation and Communications > HE311.I4 Urban transportation
Divisions:	Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Civil Engineering > 22101-(S2) Master Thesis
Depositing User:	Widsri Lai'Lai P.
Date Deposited:	16 Feb 2024 08:50
Last Modified:	16 Feb 2024 08:50
URI:	http://repository.its.ac.id/id/eprint/107258

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