Analisis Kepuasan Penumpang Bus Terhadap Pelayanan dan Fasilitas di Terminal Purabaya

Kristiana, Kristiana (2019) Analisis Kepuasan Penumpang Bus Terhadap Pelayanan dan Fasilitas di Terminal Purabaya. Diploma thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Transportasi adalah pemindahan manusia atau barang dari satu tempat ke tempat lain dengan menggunakan sebuah wahana yang digerakkan oleh manusia atau mesin. Manusia dalam kesehariannya tidak pernah lepas dari sarana transportasi. Sarana transportasi darat yang sering digunakan oleh masyarakat untuk berkunjung ke luar daerah adalah bus. Bus menjadi alternatif karena murah dan mudah dijangkau oleh semua kalangan. Terlebih tersedianya terminal atau tempat pemberhentian bus yang ada di setiap kota di Indonesia, salah satunya adalah Terminal Purabaya yang mendapat predikat terminal tersibuk di Indonesia. Peneliti memilih Terminal Purabaya sebagai objek penelitian karena Terminal Purabaya adalah terminal besar di Jawa Timur. Oleh karena itu kualitas pelayanan dan fasilitas di Terminal Purabaya perlu ditingkatkan. Peneliti menggunakan metode Customer Satisfaction Index dan Importance-Perfomance Analysis untuk mengetahui tingkat kepuasan dan prioritas penumpang bus serta faktor-faktor yang memberikan pengaruh kepuasan penumpang bus terhadap pelayanan dan fasilitas menggunakan regresi logistik biner. Hasil yang diperoleh dari penelitian ini adalah penumpang bus merasa puas terhadap pelayanan dan fasilitas di Terminal Purabaya dengan persentase kepuasan sebesar 66%. Semua dimensi yang berpengaruh terhadap kepuasan penumpang perlu ditingkatkan kecuali dimensi responsiveness (daya tanggap).
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Transportation is the transfer of people or goods from one place to another using a vehicle driven by humans or machines. Humans in their daily lives are never separated from the means of transportation. Land transportation facilities that are often used by people to visit outside the area are buses. Bus is an alternative because it is cheap and easy to reach by all people. Moreover, the availability of terminals or bus stops in every city in Indonesia, one of which is Purabaya Terminal which gets the busiest terminal in Indonesia. The researcher chose Purabaya Terminal as the research object because Purabaya Terminal is a large terminal in East Java. Therefore the quality of services and facilities at Purabaya Terminal needs to be examined through the satisfaction of bus passengers. The researcher used the Customer Satisfaction Index and Importance-Performance Analysis method to determine the level of satisfaction and priority of bus passengers and the factors that influence bus passenger satisfaction on service and facilities using binary logistic regression. It is hoped that this research can provide input to the management of Purabaya Terminal to improve the quality of services and facilities for the better. The results obtained from this study were that bus passengers were satisfied with the service and facilities at Purabaya Terminal with a percentage of satisfaction of 66%. All dimensions that influence passenger satisfaction need to be improved except the responsiveness dimension.

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	Passenger Bus Satisfaction, Purabaya Terminal, Transportation.
Subjects:	H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	- Kristiana
Date Deposited:	14 Aug 2026 05:10
Last Modified:	14 Aug 2026 05:10
URI:	http://repository.its.ac.id/id/eprint/69260

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