Azzahro,, Amilia (2022) Analisis kepuasan penumpang angkutan umum kota Surabaya menggunakan regresi logistik ordinal dan Importance Performance Analysis. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kendaraan umum memiliki peran penting dalam kehidupan sehari-hari, yaitu mengurangi kemacetan dan menghindari terjadinya kecelakaan lalu lintas. Namun, pada kenyataannya, angkutan umum cenderung semakin ditinggalkan oleh masyarakat Kota Surabaya. Kecenderungan angkutan umum ditinggalkan oleh masyarakat Kota Surabaya disebabkan oleh berkurangnya kepuasan masyarakat terhadap kualitas pelayanan angkutan umum. Penelitian ini bertujuan untuk mengetahui faktor-faktor yang memengaruhi kepuasan penumpang angkutan umum (bemo) di Kota Surabaya menggunakan Regresi Logistik Ordinal dan mengidentifikasi kualitas layanan yang perlu ditingkatkan dan dipertahankan pada angkutan umum (bemo) menggunakan metode Importance Performance Analysis. Hasil penelitian ini menunjukkan bahwa 70,10% penumpang merasa tidak puas dengan kualitas layanan angkutan umum (bemo) di Kota Surabaya. Variabel yang memengaruhi kepuasan penumpang adalah keandalan (kemampuan bemo dalam memberikan layanan yang dijanjikan dengan segera), daya tanggap (kemampuan sopir dalam membantu penumpang serta memberikan layanan yang tanggap dan cepat), jaminan (kemampuan sopir dalam menjaga kepercayaan penumpang), empati (kepedulian sopir terhadap kebutuhan penumpang), bukti langsung (daya tarik penumpang terhadap fasilitas fisik bemo), dan tarif angkutan. Kualitas layanan yang menjadi prioritas utama untuk diperbaiki adalah kemampuan sopir dalam memberikan layanan yang dijanjikan dengan segera, pengetahuan, kemampuan, kesopanan, dan keamanan sopir dalam menjalankan tugas, serta daya tarik fasilitas fisik.
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Public transportation plays an important role in everyday life, namely by reducing traffic congestion and preventing traffic accidents. However, in reality, public transportation tends to be abandoned by the people of Surabaya. This tendency is caused by declining public satisfaction with the quality of public transportation services. This study aims to determine the factors that affect the satisfaction of public transportation (bemo) passengers in Surabaya using Ordinal Logistic Regression and to identify which service qualities need to be improved and maintained on public transportation (bemo) using the Importance Performance Analysis method. The results of this study indicate that 70.10% of passengers are dissatisfied with the quality of public transportation (bemo) services in Surabaya. The variables that affect passenger satisfaction are reliability (the ability of the bemo to provide the promised service promptly), responsiveness (the ability of the driver to assist passengers and provide responsive and fast service), assurance (the ability of the driver to maintain passenger confidence), empathy (the driver’s concern for passengers’ needs), tangibles (passenger appeal toward the physical facilities of the bemo), and transportation fares. The service qualities that are the main priorities for improvement are the driver’s ability to provide the promised service promptly, the driver’s knowledge, ability, courtesy, and safety in carrying out their duties, as well as the attractiveness of the physical facilities.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | 519.536 Azz a-1 |
| Uncontrolled Keywords: | Angkutan Umum, Importance Performance Analysis, Kualitas Layanan, Regresi Logistik Ordinal, Importance Performance Analysis, Ordinal Logistic Regression, Public Transportation, Service Quality |
| Subjects: | Q Science > QA Mathematics > QA278.2 Regression Analysis. Logistic regression |
| Divisions: | Faculty of Vocational > 49501-Business Statistics |
| Depositing User: | magang . |
| Date Deposited: | 05 Oct 2026 04:30 |
| Last Modified: | 05 Oct 2026 04:30 |
| URI: | http://repository.its.ac.id/id/eprint/145253 |
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