Analisis Persepsi dan Harapan Kualitas Layanan Feeder–Trunk Trans Banjarbaru dan Trans Banjarbakula Menurut Pengguna

Azhari, Arifin (2026) Analisis Persepsi dan Harapan Kualitas Layanan Feeder–Trunk Trans Banjarbaru dan Trans Banjarbakula Menurut Pengguna. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kota Banjarbaru, yang sejak tahun 2022 ditetapkan sebagai Ibu Kota Provinsi Kalimantan Selatan, mengalami peningkatan mobilitas penduduk dan kebutuhan terhadap sistem transportasi massal. Untuk menjawab kebutuhan tersebut, Pemerintah Kota Banjarbaru melalui Dinas Perhubungan Kota Banjarbaru sejak September 2024 menghadirkan layanan feeder Trans Banjarbaru yang berfungsi menunjang layanan trunk regional Trans Banjarbakula yang telah beroperasi Februari 2022, yang melayani wilayah aglomerasi yang terdiri dari beberapa kota dan kabupaten di sekitarnya. Kedua layanan ini telah terintegrasi dengan Aplikasi Mitra Darat, aplikasi digital resmi dari Kementerian Perhubungan Republik Indonesia. Penelitian ini mengkaji persepsi dan harapan pengguna Aplikasi Mitra Darat atas kualitas layanan feeder-trunk Trans Banjarbaru dan Trans Banjarbakula serta menentukan dimensi layanan yang menjadi prioritas perbaikan menurut pengguna layanan. Penelitian bertujuan menganalisis kesenjangan antara persepsi dan harapan pengguna atas kualitas layanan serta menentukan atribut layanan yang perlu diprioritaskan untuk diperbaiki. Metode penelitian menggunakan pendekatan kuantitatif dan dukungan data kualitatif melalui survei dan wawancara terhadap 384 responden pengguna layanan. Data dianalisis menggunakan Gap Analysis SERVQUAL untuk mengidentifikasi kesenjangan antara kinerja layanan dan harapan pengguna serta Importance Performance Analysis (IPA) untuk menentukan prioritas perbaikan layanan. Hasil penelitian menunjukkan bahwa kualitas layanan feeder–trunk Trans Banjarbakula dan Trans Banjarbaru secara umum sudah memenuhi harapan pengguna. Namun beberapa atribut prioritas utama perbaikan layanan terdapat pada dimensi tangible berkaitan dengan armada dan penunjang, dimensi assurance menyangkut keselamatan pengguna selama perjalanan serta empathy terkait pelayanan petugas dan tindak lanjut dari pihak terkait atas keluhan dan saran pengguna yang masih perlu ditingkatkan.
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Banjarbaru City, designated as the capital of South Kalimantan Province in 2022, has seen increasing population mobility and demand for a mass transportation system. To address these needs, the Banjarbaru City Government, through the Banjarbaru City Transportation Agency, has launched the Trans Banjarbaru feeder service since September 2024, supporting the Trans Banjarbakula regional trunk service, which began operating in February 2022 and serves an agglomeration area consisting of several cities and surrounding regencies. Both services are integrated with the Mitra Darat application, the official digital application of the Ministry of Transportation of the Republic of Indonesia. This study examines the perceptions and expectations of Mitra Darat application users regarding the quality of the Trans Banjarbaru and Trans Banjarbakula feeder-trunk services and determines the service dimensions prioritized for improvement according to service users. The study aims to analyze the gap between user perceptions and expectations regarding service quality and determine service attributes that need to be prioritized for improvement. The research method uses quantitative and qualitative approaches through surveys and interviews with 384 service user respondents. Data were analyzed using SERVQUAL Gap Analysis to identify gaps between service performance and user expectations and Importance Performance Analysis (IPA) to determine service improvement priorities. The results showed that the quality of Trans Banjarbakula and Trans Banjarbaru feeder-trunk services generally met user expectations. However, several key priority service improvement attributes were found in the tangible dimension related to the fleet and supporting facilities, the assurance dimension concerning user safety during the trip, and empathy related to officer service and follow-up from related parties on user complaints and suggestions that still need to be improved.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Trans Banjarbaru, Trans Banjarbakula, Mitra Darat, Aglomerasi,Transportasi Massal, Persepsi, Harapan, SERVQUAL, Trans Banjarbaru, Trans Banjarbakula, Mitra Darat, Agglomeration, Mass Transportation, Perceptions, Expectations, SERVQUAL
Subjects:	H Social Sciences > HC Economic History and Conditions > HC108 Market surveys. H Social Sciences > HE Transportation and Communications > HE311.I4 Urban transportation 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:	Arifin Azhari
Date Deposited:	22 Jul 2026 03:19
Last Modified:	22 Jul 2026 03:20
URI:	http://repository.its.ac.id/id/eprint/136183

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