., Zulyaden (2016) Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan Terminal Di Kota Semarang (Studi Kasus Terminal Terboyo Semarang). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Terminal Terboyo merupakan Terminal bus tipe A antar Kota yang
beroperasi sejak tahun 1985 terletak di bagian Timur Kota Semarang, luas lahan
70.000 m2 dengan tujuan memenuhi kebutuhan angkutan umum masyarakat
Semarang dan sekitarnya. Sejak pengoperasiannya terminal Terboyo mengalami
penurunan jumlah penumpang dan sebagian penumpang enggan masuk ke dalam
terminal. Penelitian bertujuan untuk menganalisis tingkat kepuasan penumpang
pengguna jasa terhadap kinerja pelayanan terminal Terboyo di kota semarang.
Penelitian ini dilakukan dengan survei melalui penyebaran kuesioner responden.
Setelah itu dilakukan pengujian validitas dan realibilitas kuesioner, lalu
dilanjutkan dengan analisis data hasil penelitian. Analisis dilakukan dengan
menghitung Customer Satisfaction Index (CSI) dan Importance Performance
Analysis (IPA). Dari hasil analisis diperoleh nilai indeks kepuasan penumpang di
terminal 46,89 persen dengan kriteria kurang puas, indeks kepuasan penumpang
di luar terminal 35,49 persen dengan kriteria kurang puas, indeks kepuasan supir
di terminal 36,43 persen dengan kriteria kurang puas, indeks kepuasan karyawan
PO di terminal 34,70 persen dengan kriteria kurang puas. Atribut pelayanan yang
paling berpengaruh di terminal Terboyo Semarang antara lain letak jalur
pemberangkatan, ruang tunggu kebarangkatan, jadwal kedatangan dan
keberangkatan kendaraaan secara tertulis, informasi pelayanan, letak jalur
kedatangan, tempat naik dan turun penumpang, media pengaduan gangguan
keamanan, pos, fasilitas dan petugas kesehatan, informasi fasilitas kesehatan,
lampu penerangan ruangan di terminal, fasilitas keselamatan jalan dalam terminal,
kantor penyelenggara terminal, informasi angkutan lanjutan, informasi gangguan
perjalanan kendaraan angkutan umum. Kepuasan penumpang di terminal terhadap
aksesibilitas di terminal 50,93 persen dengan kriteria kurang puas, Kepuasan
penumpang di luar terminal 39,74 persen dengan kriteria kurang, Kepuasan supir
di terminal 4076. persen dengan kriteria kurang, kepuasan karyawan PO di
terminal 38,87 persen dengan kriteria kurang, CSI dibawah 50% artinya tingkat
pelayanan perusahaan/pengelola terminal rendah/buruk. Atribut pelayanan yang
paling berpengaruh terhadap aksesibiltas di terminal Terboyo Semarang secara
umum adalah Letak jalur pemberangkatan, Letak jalur kedatangan, Letak Tempat
naik dan turun penumpang, Fasilitas penyandang cacat (Difable)
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Terboyo bus station is a type A intercity bus station which has operated
since 1985, located in the eastern part of semarang city, with the land area of
70,000 m2, purposed to meet the need of public transportation for Semarang
citizen and surrounding. Since the operation, Terboyo bus station has decreased
number of passengers and some passengers are reluctant to get into the terminal.
The study aims to analyze the level of service user passenger satisfaction on the
performance of Terboyo bus station services in Semarang. This research was
conducted by survey respondents through questionnaires. Afterwards it is done
the validity test and reliability of the questionnaire, followed by analysis of
research data. The analysis was performed by calculating the Customer
Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results
of analysis of passenger satisfaction index value of 46.89 percent in the bus
station with the criteria are not satisfied, the satisfaction index of passengers
outside the bus station 35.49 percent of the criteria are not satisfied, the
satisfaction index of 36,43 percent of drivers in the bus station with the criteria are
not satisfied, the satisfaction index employees at the bus staton PO 34.70 percent
of the criteria are not satisfied. Service attributes are most influential in Semarang
Terboyo bus station include the location of the lane departure, departure waiting
rooms, written schedule of vehicles arrival and vehicles departure, information
services, location of lines of arrival, place up and down the passenger, complaints
medium security disturbances, posts, facilities and health personnel, health
facilities information, indoor lighting in the bus station, road safety facilities in the
bus station, bus station organizer office, advanced transportation information,
travel disruption information of public transportation vehicles. Satisfaction
passenger in bus station to the bus station accessibility in 50.93 percent of the
criteria are not satisfied, the satisfaction of the passengers outside the bus station
with the criteria 39.74 percent less, driver satisfaction at bus station 42.48 percent
with less criteria, satisfaction index employees at the bus staton PO 40,76 percent
with less criteria, CSI below 50% means that the level of service the company /
bus station operation, low / bad. Service attributes that most influence on the
accessibility in Semarang Terboyo bus station in general is the departure track
layout, track layout of arrival, place up and down the passenger, the disabled
Facility (Difable)
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTS 658.834 3 Zul a |
| Uncontrolled Keywords: | Terminal Terboyo, Customer Satisfaction Index, Importance Performance Analysis, Aksesibiitas. |
| 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: | Mr. Tondo Indra Nyata |
| Date Deposited: | 08 Apr 2020 06:47 |
| Last Modified: | 17 Apr 2024 01:06 |
| URI: | http://repository.its.ac.id/id/eprint/75721 |
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