Usulan Perbaikan Pelayanan Trans Semanggi Suroboyo Dengan Metode Importance Performance Analysis Dan Quality Function Deployment

Setyani, Kartika (2024) Usulan Perbaikan Pelayanan Trans Semanggi Suroboyo Dengan Metode Importance Performance Analysis Dan Quality Function Deployment. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Tingginya intensitas pengguna kendaraan pribadi yang mengakibatkan kepadatan di jalanan semakin tidak terkontrol. Pemerintah Kota Surabaya terus melakukan berbagai upaya dalam menemukan solusi agar warga Surabaya beralih pada transportasi publik salah satunya menghadirkan Trans Semanggi Suroboyo. Berdasarkan survei kinerja dari Kementerian Perhubungan RI, Trans Semanggi Suroboyo telah mengangkut hampir 890.000 penumpang kurun 1 Februari - 31 Desember 2022. Selama berjalan operasionalnya, pada tahun 2023 penumpang Trans Semanggi Suroboyo mengalami penurunan penumpang dengan total 565.289 penumpang. Penurunan tersebut kerap terdapat berbagai keluhan. Berdasarkan hasil pra survey dengan wawancara langsung kepada 35 penumpang Trans Semanggi Suroboyo, terdapat keluhan penumpang yang kerap kali didapatkan meliputi pelayanan dan fasilitasnya. Hal ini penting dilakukan analisis dan usulan perbaikan terhadap pelayanan Trans Semanggi Suroboyo sebagai transportasi umum di Surabaya. Metode yang digunakan dalam penelitian ini menggunakan dimensi kualitas jasa berdasarkan berdasarkan Keputusan Direktur Jenderal Perhubungan Darat Nomor SK.5923/AJ.005/DRJD/2016. Sebanyak 25 atribut pernyataan yang disebar ke penumpang Trans Semanggi Suroboyo. Hasil pengolahan data menggunakan metode Importance Performance Analysis (IPA) yang mendapatkan 9 atribut yang perlu untuk ditingkatkan. Selanjutnya dilakukan perancangan perbaikan dengan pendekatan Quality Function Deployment (QFD) melalui matriks House of Quality (HoQ). Berdasarkan 9 atribut prioritas tersebut yang kemudian selanjutnya merancang peningkatan kualitas pelayanan aplikasi kedalam 5 prioritas respon teknis yaitu “Optimalisasi ketepatan jadwal keberangkatan dan kedatangan bus” , “Aksesbilitas Informasi melalui Aplikasi atau Media Sosial”, “Meningkatkan keandalan layanan”, “Meningkatkan Kenyamanan dan Keamanan Berkendara”,” Mengoptimalkan Fasilitas Penunjang”. Berdasarkan hasil tersebut didapatkan rancangan perbaikan untuk dapat meningkatkan kualitas pelayanan Trans Semanggi Suroboyo.
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The high intensity of private vehicle usage, resulting in uncontrollable traffic congestion, has been a significant issue. The Surabaya City Government continues to make various efforts to find solutions to encourage Surabaya residents to switch to public transportation, including the introduction of the Trans Semanggi Suroboyo service. According to a performance survey by the Ministry of Transportation of Indonesia, Trans Semanggi Suroboyo transported nearly 890,000 passengers from February 1 to December 31, 2022. However, during its operational year in 2023, the number of Trans Semanggi Suroboyo passengers decreased to a total of 565,289. This decline was often accompanied by various complaints. Based on the results of a preliminary survey with direct interviews with 35 Trans Semanggi Suroboyo passengers, complaints were frequently found regarding the service and facilities. It is crucial to analyze and propose improvements to the Trans Semanggi Suroboyo service as public transportation in Surabaya. The method used in this research is based on the service quality dimensions according to the Decision of the Director General of Land Transportation No. SK.5923/AJ.005/DRJD/2016, with 25 statement attributes distributed to Trans Semanggi Suroboyo passengers. The data processing results used the Importance Performance Analysis (IPA) method, identifying 9 attributes that need improvement. Subsequently, improvement designs were created using the Quality Function Deployment (QFD) approach through the House of Quality (HoQ) matrix. Based on these 9 priority attributes, designs were developed to enhance service quality into 5 technical response priorities: "Optimization of bus departure and arrival schedule accuracy," "Accessibility of information through applications or social media," "Improving consistency and reliability of service," "Enhancing comfort and security of travel," and "Optimizing support facilities." Based on these results, a design for improvements was developed to enhance the service quality of Trans Semanggi Suroboyo.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Trans Semanggi Suroboyo, Layanan, Importance Performance Analysis (IPA), Quality Function Deployment (QFD)
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Kartika Setyani
Date Deposited:	03 Jul 2024 07:32
Last Modified:	03 Jul 2024 07:32
URI:	http://repository.its.ac.id/id/eprint/108116

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