Laia, Thresya Chrisdiana (2020) Evaluasi Kualitas Pelayanan Commuter Line Berdasarkan Perspektif Gender. Other thesis, Institut Teknologi Sepuluh Nopember.
Preview |
Text
08211640000043-Undergraduate_Thesis.pdf Download (5MB) | Preview |
Abstract
KRL atau Commuter Line merupakan transportasi umum andalan warga Jakarta dimana permintaan terhadap moda transportasi tersebut terus meningkat dilihat dari trend pengguna KRL yang terus bertambah selama lima tahun terakhir. Namun, KRL masih memiliki berbagai masalah dalam pelayanannya yang dapat mengancam keamanan dan kenyamanan penggunanya, khususnya perempuan sebagai kelompok yang cenderung lebih rentan. Evaluasi pelayanan KRL berdasarkan perspektif gender diperlukan untuk mengetahui kondisi real kualitas pelayanan KRL. Penelitian ini bertujuan untuk mengidentifikasi prioritas pelayanan yang perlu ditingkatkan PT. KCI sebagai operator KRL dalam upaya memenuhi kebutuhan setiap gender.
Penelitian dilakukan dengan survei primer melalui penyebaran kuesioner kepada pengguna KRL yang diolah menggunakan analisis Customer Satisfaction Index (CSI) untuk mengetahui tingkat kepuasan pengguna terhadap kinerja pelayanan KRL Commuter Line dan uji Chi-Square untuk mengetahui ada tidaknya perbedaan penilaian kualitas berdasarkan gender. Selanjutnya, analisis Importance Performance Analysis (IPA) dilakukan untuk mencari aspek pelayanan prioritas sesuai perspektif gender yang perlu ditingkatkan kinerjanya.
Penelitian ini menghasilkan prioritas pelayanan KRL yang perlu ditingkatkan oleh PT. KCI. Berdasarkan hasil penelitian, dapat diambil kesimpulan bahwa pengguna KRL laki-laki dan perempuan masih berada pada kriteria “cukup puas” dimana tingkat kepuasan perempuan lebih rendah dari laki-laki. Terdapat hubungan antara gender dengan penilaian kinerja pelayanan KRL dari 4 variabel berikut: penerangan stasiun, petugas berseragam, keberadaan CCTV stasiun, serta informasi umum tentang jalur, tarif, rute, frekuensi, dan jadwal perjalanan. Adapun prioritas aspek pelayanan utama yang perlu ditingkatkan oleh PT. KCI adalah manajemen frekuensi kereta dan CCTV pada stasiun.
========================================================================================================================
KRL or Commuter Line is Jakarta’s public transportation that is relied on by the citizens where its demand has been increasing as the trend of Commuter Line users also has been continued to increase over the past five years. However, Commuter Line still has various problems in its services which can threaten the safety and comfort of its users, especially women as a more vulnerable group. Evaluation of Commuter Line service based on gender perspectives is needed to find out the real condition of Commuter Line service quality. This research is intended to identify service priorities that needs to be improved by PT. KCI as the Commuter Line operator in order to accomodate the needs of every gender.
The study was conducted with a primary survey through the distribution of questionnaires to Commuter Line users, then processed using the Customer Satisfaction Index (CSI) analysis to determine the user’s Commuter Line performance’s level of satisfaction and also Chi-Square test to find out if whether there are differences in the assessment of service quality satisfaction by gender. Furthermore, the Importance Performance Analysis (IPA) is used to identify the service aspects priority that needs to be improved according to gender perspectives.
This research generates priority of Commuter Line services that need to be improved by PT. KCI. Based on the results of the study, it can be concluded that male and female KRL users are still in the "quite satisfied" criteria where the level of satisfaction of women is lower than men. There is a correlation between gender and KRL service performance assessment from the following 4 variables: station lighting, uniformed officers, the presence of CCTV in the stations, as well as general information about routes, fares, routes, frequencies, and travel schedules. Lastly, the main priority service aspects that need to be improved by PT. KCI is the train frequency management and the presence of CCTV in the stations.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Commuter Line, gender, pelayanan jasa transportasi, transportation services |
| Subjects: | H Social Sciences > HE Transportation and Communications > HE311.I4 Urban transportation H Social Sciences > HE Transportation and Communications > HE336.C5 Choice of transportation |
| Divisions: | Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Regional & Urban Planning > 35201-(S1) Undergraduate Thesis |
| Depositing User: | Thresya Chrisdiana Laia |
| Date Deposited: | 25 Aug 2020 02:35 |
| Last Modified: | 05 Jul 2023 00:47 |
| URI: | http://repository.its.ac.id/id/eprint/79760 |
Actions (login required)
 |
View Item |