Analisa Tingkat Kepuasan Pengguna Jasa Terhadap Kinerja Pelayanan Terminal Makassar Metro Kota Makassar

Saputra, Muhammad Taufiq Yuda (2010) Analisa Tingkat Kepuasan Pengguna Jasa Terhadap Kinerja Pelayanan Terminal Makassar Metro Kota Makassar. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Terminal Makassar Metro adalah terminal penumpang tipe A yang dikelola suatu Perusahaan Daerah Kota Makassar. Seiring bertambahnya jumlah pengguna jasa di Terminal Makassar Metro, berpotensi menimbulkan terjadinya penurunan kualitas pelayanan jasa di terminal. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna jasa terhadap kinerja pelayanan di terminal, atribut pelayanan yang paling berpengaruh dan korelasi antara karakteristik pengguna jasa dengan penilaian atribut pelayanan di Terminal Makassar Metro.

Penelitian ini diawali dengan survei pendahuluan untuk menguji validitas dan reliabilitas kuesioner, lalu pengambilan data dilakukan melalui penyebaran kuesioner ke penumpang di dalam dan di luar terminal serta kru angkutan umum di Terminal Makassar Metro. Analisis dilakukan dengan menghitung Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), uji T-test, Analysis Of Variance dan analisis korelasi.

Hasil penelitian diperoleh nilai indeks kepuasan penumpang di dalam Terminal Makassar Metro 63,33 persen yang masuk kriteria cukup puas, nilai indeks kepuasan penumpang di luar terminal 49,62 persen yang masuk kriteria kurang puas dan nilai indeks kepuasan kru angkutan umum di Terminal Makassar Metro 65,31 persen yang masuk kriteria cukup puas atas kinerja pelayanan di terminal. Atribut pelayanan yang paling berpengaruh di Terminal Makassar Metro yang menjadi prioritas utama untuk ditingkatkan kinerjanya antara lain waktu menunggu kedatangan dan keberangkatan angkutan umum, sistem informasi pelayanan, penertiban buruh bagasi dan calo, kondisi jalan, ruang tunggu, bengkel, ruang istirahat kru angkutan umum, tempat cuci angkutan umum, toilet dan penerangan di malam hari. Karakteristik penumpang di dalam terminal, penumpang di luar terminal dan kru angkutan umum di terminal memiliki hubungan dalam penilaian/persepsi terhadap atribut-atribut pelayanan yang dirasakan di Terminal Makassar Metro.
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Metro Makassar Terminal is the terminal type A passenger who managed a local Company Makassar. With the increasing number of service users in Metro Makassar Terminal, potentially lead to a decline in quality of service in the terminal. This study aims to determine the level of satisfaction of service users on service performance in the terminal, the service attributes of the most influential and the correlation between the characteristics of service users with the assessment of service attributes in Makassar Metro Terminal.

This research was initiated with a preliminary survey to test the validity and reliability of questionnaire, and data retrieval is done through distributing questionnaires to the passengers inside and outside the terminal as well as public transportation crews in Metro Makassar Terminal. The analysis was done by calculating the Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), test T-test, analysis of variance and correlation analysis.

Results were obtained with an index value of passenger satisfaction in Makassar Terminal Metro 63.33 percent which satisfied the criteria entered, the value of passenger satisfaction index outside the terminal entrance criteria of 49.62 percent which is less satisfied and crew satisfaction index value of public transportation in Metro Makassar Terminal 65.31 percent of the entry criteria are quite satisfied with the performance of services in the terminal. Service attributes are most influential in Makassar Terminal Metro that the priority for improved performance, among others, await the arrival and departure times of public transport, information systems services, luggage and brokers working publisher, road conditions, waiting rooms, garages, public transportation crew break room, public transport sink, toilet and lighting it at night. Characteristics of passengers in the terminal, passengers outside the terminal and the crew of public transport in the terminal has a relationship in the appraisal/perception of the attributes of service that is felt in Makassar Terminal Metro.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Atribut Pelayanan, Customer Satisfaction Index, Importance Performance Analysis, Karakteristik Pengguna Jasa, Terminal Makassar Metro , Attribute Service, Customer Satisfaction Index, Importance Performance Analysis, Service User Characteristics, Terminal Metro Makassar
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Civil Engineering and Planning > Civil Engineering > 22101-(S2) Master Thesis
Depositing User:	magang .
Date Deposited:	23 Sep 2026 04:08
Last Modified:	23 Sep 2026 04:08
URI:	http://repository.its.ac.id/id/eprint/144823

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