Evaluasi Tingkat Harapan dan Kepuasan Penumpang Terhadap Integrasi Perpindahan Moda pada Transportasi Publik Suroboyo Bus Rute Purabaya-Tanjung Perak

Rinjani, Ira Niluh (2026) Evaluasi Tingkat Harapan dan Kepuasan Penumpang Terhadap Integrasi Perpindahan Moda pada Transportasi Publik Suroboyo Bus Rute Purabaya-Tanjung Perak. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Transportasi publik yang terintegrasi memiliki peran penting dalam mendukung mobilitas masyarakat, khususnya pada proses perpindahan moda di titik-titik strategis. Penelitian ini bertujuan untuk mengevaluasi tingkat harapan dan kepuasan penumpang
terhadap layanan integrasi perpindahan moda pada transportasi publik Suroboyo Bus. Selain itu, penelitian ini juga mengidentifikasi atribut layanan yang menjadi prioritas perbaikan serta menyusun rekomendasi peningkatan kualitas pelayanan berdasarkan kebutuhan dan persepsi pengguna. Lokasi penelitian mencakup lima halte integrasi utama, yaitu Terminal Intermoda Joyoboyo (TIJ), Terminal Purabaya, Halte Dukuh Menanggal, Halte Marmoyo, dan Halte UINSA. Metode analisis yang digunakan meliputi Customer Satisfaction Index (CSI) untuk mengukur tingkat kepuasan pengguna, Importance-Performance Analysis (IPA) untuk menentukan prioritas peningkatan atribut layanan, Kano Model untuk mengklasifikasikan atribut berdasarkan pengaruhnya terhadap kepuasan, serta Quality
Function Deployment (QFD) untuk menerjemahkan kebutuhan pengguna menjadi rekomendasi teknis perbaikan. Data primer diperoleh melalui penyebaran kuesioner kepada 250 responden dengan penentuan sampel menggunakan rumus Slovin.
Hasil analisis menunjukkan bahwa nilai Customer Satisfaction Index (CSI) sebesar 78,16%, yang mengindikasikan bahwa tingkat kepuasan penumpang terhadap pelayanan integrasi perpindahan moda Suroboyo Bus berada pada kategori puas, namun masih terdapat kesenjangan antara tingkat harapan dan tingkat kepuasan pada seluruh atribut pelayanan. Selain itu, hasil dari klasifikasi Kano Model menunjukkan bahwa 26 atribut integrasi memiliki potensi dalam pembentukan kepuasan penumpang, dengan rincian 5 atribut dengan kategori must be, 8 atribut dengan kategori one dimensional, 13 atribut dengan kategori attractive dan 3 atribut dengan kategori Indifferent. Berdasarkan analisis Quality Function Deployment (QFD), didapatkan tiga prioritas utama dalam perbaikan atribut yang perlu ditingkatkan, yaitu: (1) perencanaan lokasi halte terintegrasi dengan jaringan trotoar, jalur feeder, dan titik moda lain; (2) penempatan dan penjadwalan petugas keamanan di halte (jumlah shift, titik patroli); dan (3) desain dan pemeliharaan jalur pedestrian bebas halangan (street furniture, parkir liar, lubang,
genangan).
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Integrated public transportation plays an important role in supporting community mobility, particularly in the process of intermodal transfers at strategic locations. This study aims to evaluate passengers‟ expectations and satisfaction levels toward
intermodal integration services of the Suroboyo Bus public transportation system. In addition, the study identifies service attributes that should be prioritized for improvement and formulates recommendations to enhance service quality based on
users‟ needs and perceptions. The research locations include five main integration stops, namely Terminal Intermoda Joyoboyo (TIJ), Purabaya Terminal, Dukuh Menanggal Stop, Marmoyo Stop, and UINSA Stop. The analytical methods employed include the Customer
Satisfaction Index (CSI) to measure user satisfaction levels, Importance–Performance Analysis (IPA) to determine priority service attributes for improvement, the Kano Model to classify attributes based on their impact on satisfaction, and Quality Function
Deployment (QFD) to translate user needs into technical improvement recommendations. Primary data were collected through questionnaires distributed to 250 respondents, with sample size determination using the Slovin formula. The results indicate that the Customer Satisfaction Index (CSI) value is 78.16%,
suggesting that passenger satisfaction with the intermodal integration services of Suroboyo Bus falls within the “satisfied” category. However, gaps remain between expectation and satisfaction levels across all service attributes. Furthermore, the Kano Model classification shows that 26 integration attributes have the potential to influence passenger satisfaction, consisting of 5 must-be attributes, 8 one-dimensional attributes, 13 attractive attributes, and 3 indifferent attributes. Based on the Quality Function Deployment (QFD) analysis, three main priority improvements were identified: (1) planning the location of integrated stops in connection with sidewalk networks, feeder
routes, and other transport modes; (2) placement and scheduling of security personnel at stops (number of shifts and patrol points); and (3) design and maintenance of obstruction-free pedestrian pathways, including issues related to street furniture, illegal
parking, potholes, and water puddles.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	integrasi perpindahan moda, harapan pengguna, kepuasan penumpang, transportasi publik, Suroboyo Bus. ================================================================================================================================================================================= mode transfer integration, passenger expectations, passenger satisfaction, public transportation, Suroboyo Bus.
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:	Ira Niluh Rinjani
Date Deposited:	31 Jan 2026 02:40
Last Modified:	31 Jan 2026 02:40
URI:	http://repository.its.ac.id/id/eprint/131178

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