Evaluasi Integrasi Kualitas Layanan Transportasi Publik di Surabaya (Studi Kasus: Suroboyo Bus, Trans Semanggi, dan Feeder Wira Wiri)

Ciptoaji, Yusril Rizqi (2025) Evaluasi Integrasi Kualitas Layanan Transportasi Publik di Surabaya (Studi Kasus: Suroboyo Bus, Trans Semanggi, dan Feeder Wira Wiri). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Meningkatnya kebutuhan mobilitas yang lebih efisien dan ramah lingkungan, serta tantangan kemacetan yang semakin parah di kota-kota besar seperti Surabaya menjadi dasar dilakukannya penelitian ini. Meskipun pemerintah telah memperkenalkan sistem transportasi terintegrasi, kendala terkait kualitas layanan dan keterhubungan antar moda masih signifikan. Penelitian ini bertujuan untuk mengevaluasi dan meningkatkan kualitas integrasi layanan transportasi publik di Kota Surabaya, khususnya pada tiga moda utama, yaitu Suroboyo Bus, Trans Semanggi, dan Feeder Wira Wiri dengan menggunakan mix method yang menggabungkan data kuantitatif dan kualitatif melalui wawancara serta kuesioner. Metode analisis data pada pengukuran kualitas layanan menggunakan Service Quality dengan lima dimensi utama: wujud fisik, keandalan, ketanggapan, jaminan, dan empati. Selain itu, Importance Performance Analysis (IPA) Matrix akan digunakan untuk mengidentifikasi area yang perlu ditingkatkan. Quality Function Deployment (QFD) juga digunakan untuk merancang langkah-langkah optimalisasi yang diperlukan dalam meningkatkan integrasi layanan transportasi publik. Penelitian ini menemukan dari 19 atribut integrasi layanan, 16 diantaranya memiliki nilai kesenjangan negatif yang mengindikasikan bahwa pengguna masih belum puas terhadap layanan integrasi yang diberikan. Terdapat 5 atribut yang terletak pada kuadran 1 IPA Matrix sekaligus menjadi fokus optimalisasi layanan pada penelitian. Analisis QFD yang dilakukan pada penelitian ini merumuskan 7 respons teknis untuk mengoptimalkan kebutuhan pengguna. Tujuh respons teknis tersebut akan dianalisis untuk menentukan prioritas dan action plan dengan lebih detail. Hasil dari penelitian ini diharapkan dapat memberikan rekomendasi yang berbasis data dan analisis empiris untuk mendukung pengambilan keputusan oleh pihak penyedia layanan transportasi, guna memperbaiki kualitas layanan serta meningkatkan tingkat integrasi ketiga moda transportasi tersebut.
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The increasing demand for more efficient and environmentally friendly mobility, coupled with the worsening traffic congestion in major cities such as Surabaya, forms the basis of this research. Despite government efforts to introduce an integrated transportation system, challenges related to service quality and intermodal connectivity remain significant. This study aims to evaluate and improve the quality of public transportation integration services in Surabaya, focusing on three main modes: Suroboyo Bus, Trans Semanggi, and Feeder Wira Wiri. A mixed-methods approach was employed, combining quantitative and qualitative data through interviews and questionnaires. Data analysis on service quality measurement was conducted using the Service Quality framework, which encompasses five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Additionally, the ImportancePerformance Analysis (IPA) Matrix was utilized to identify areas for improvement. Quality Function Deployment (QFD) was applied to design the necessary optimization steps to enhance public transportation service integration. The study revealed that out of 19 service integration attributes, 16 exhibited negative gap values, indicating that users remain dissatisfied with the integration services provided. Five attributes were identified in quadrant 1 of the IPA Matrix, making them the focal point for service optimization. The QFD analysis conducted in this study formulated seven technical responses to address user needs. These technical responses were further analyzed to determine their priorities and develop detailed action plans. The results of this study are expected to provide data-driven and empirically analyzed recommendations to support decision-making by transportation service providers, aiming to improve service quality and enhance the integration of the three transportation modes.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Integration, IPA, Public Transportation, QFD, Service Quality, Integrasi, Kualitas Layanan, Transportasi Publik
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Yusril Rizqi Ciptoaji
Date Deposited:	23 Jul 2025 03:43
Last Modified:	23 Jul 2025 03:43
URI:	http://repository.its.ac.id/id/eprint/120744

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