Analisis Willingness To Ride Kualitas Layanan Jasa Dan Kinerja Operasional Suroboyo Bus Berdasarkan Persepsi Penumpang

Widia, Eka Rhamdani (2021) Analisis Willingness To Ride Kualitas Layanan Jasa Dan Kinerja Operasional Suroboyo Bus Berdasarkan Persepsi Penumpang. Masters thesis, INSTITUT TEKNOLOGI SEPULUH NOPEMBER.

[thumbnail of 03111950060007-Master_Thesis.pdf] Text
03111950060007-Master_Thesis.pdf - Accepted Version
Restricted to Repository staff only until 1 October 2023.
Download (6MB) | Request a copy
[thumbnail of 03111950060007-Master_Thesis.pdf] Text
03111950060007-Master_Thesis.pdf
Restricted to Repository staff only
Download (6MB) | Request a copy

Abstract

Transportasi merupakan hal yang penting dalam kehidupan sehari-hari,
sehingga sarana transportasi yang memadai sangat dibutuhkan. Akan tetapi, di
Surabaya transportasi yang lebih didominasi oleh kendaraan pribadi menjadi
dampak dari kemacetan, sehingga perlu adanya sistem transportasi umum yang
dapat mengangkut massal penumpang. Pemerintah Kota Surabaya pada tahun
2018 mengeluarkan kebijakan transportasi publik dengan mengoperasikan Bus
Suroboyo sebagai transportasi umum yang dapat dimanfaatkan oleh masyarakat
hanya dengan menggunakan sampah botol plastik sebagai pembayaran, namun hal
tersebut belum cukup efektif mengingat masih banyaknya permasalahanpermasalahan yang ditimbulkan, sehingga terlihat kurang dimanfaatkan oleh
masyarakat secara optimal. Hal ini terlihat dari masih sepinya penumpang yang
memanfaatkan Suroboyo Bus dalam memenuhi kebutuhan sebagai transportasi
umum. Oleh sebab itu dilakukanlah analisis kinerja dan kepuasan Suroboyo Bus.
Metode yang digunakan dalam penelitian ini meliputi penyebaran kuisoner
melalui google form dan teknik stated preference. Studi ini bertujuan untuk
mengetahui kinerja dan harapan penumpang terhadap pelayanan yang telah
diberikan oleh Suroboyo Bus. Analisis data menggunakan analisis kuadran
dengan metode Importance Performance Analysis (IPA) dan metode Customer
Satisfaction Index (CSI). Dalam penelitian ini juga dilakukan analisis regresi
logistik biner untuk menganalisa willingness to ride Suroboyo Bus.
Hasil analisis data menunjukan bahwa parameter kinerja Suroboyo Bus
berdasarkan surat keputusan dirjen perhubungan darat nomor SK.
687/AJ.206/DRJD/2002 total kinerja yang diperoleh oleh Suroboyo Bus rute
utara-selatan yaitu sebesar 23, total kinerja rute barat-timur yaitu sebesar 24, dan
total kinerja rute MERR adalah 22 serta berdasarkan standar SPM TransJakarta
time headway rute utara-selatan sebesar 16 menit, time headway rute barat-timur
sebesar 35 menit, time headway rute MERR sebesar 56 menit, kecepatan
perjalanan rute utara-selatan sebesar 39 km/jam, kecepatan perjalanan rute barattimur sebesar 38 km/jam, kecepatan perjalanan rute MERR sebesar 37 km/jam
dan waktu tunggu rute utara-selatan 8 menit, waktu tunggu rute barat-timur 17vii
menit, waktu tunggu rute MERR 28 menit. Maka angka dicocokan ke dalam
kriteria penilaian yang mengacu kepada Surat Keputusan Dirjen Perhubungan
Darat Nomor SK. 687/AJ.206/DRJD/2002 maka dapat disimpulkan bahwa kinerja
dari Suroboyo Bus adalah Baik sedangkan berdasarkan penilaian standar SPM
TransJakarta yang memenuhi kriteria yaitu kinerja waktu tunggu trayek utaraselatan, sedangkan penilaian, dan pencocokan kinerja time headway, serta
kecepatan perjalanan setiap trayek bus Suroboyo tidak sesuai dengan standar SPM
TransJakarta. Analisa kualitas layanan masyarakat terhadap pelayanan Suroboyo
Bus menggunakan metode IPA (Importance Performance Analysis) dan CSI
(Customer Satisfaction Indeks). Hasil dari analisa terdapat beberapa faktor yang
menjadi prioritas untuk perbaikan Suroboyo bus, diantaranya informasi sistem
pembayaran, jaminan ketepatan waktu, jaminan kemudahan dalam menggunakan
Suroboyo bus, memiliki jam operasi yang sesuai dengan kebutuhan, fisik
Suroboyo bus sudah waktunya ditambah dengan armada baru, kondisi
stasiun/halte bus, sirkulasi udara harus diperbaiki dengan penambahan AC, untuk
kesigapan dari petugas atau kondektur Suroboyo Bus sangat baik sehingga perlu
dipertahankan. Probabilitas willingness to ride pendapatan Rp 15 juta-Rp 18 juta
dan pendidikan diploma IV/S1 yang kemungkinan mau mengguna Suroboyo Bus
dengan rute yang sudah ada 29%.
=====================================================================================================

Transportation is important in daily life. Thus, sufficient transportation is
needed. However, in Surabaya, transportation is dominated by private vehicles
cause congestion. So, it needs a public transportation system that can carry mass
passengers. In 2018, Surabaya City Government issued a public transportation
policy by operating Suroboyo Bus as public transportation that can be used by the
public and using plastic bottle waste as payment. But it is not effective enough
considering many emerged problems. Thus, it seems underutilized by the
community optimally. This can be seen from the lack of passengers who use
Suroboyo Bus in meeting the needs of public transportation. Therefore, the
analysis of Suroboyo Bus performance and satisfaction is conducted.
The methods used in this study include the dissemination of questionnaires
through google forms and stated preference techniques. This study aims to find
out the performance and expectations of passengers to the services provided by
Suroboyo Bus. Data analysis using quadrant analysis with Importance
Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. This
study is also conducted a binary logistics regression analysis to analyze
willingness to ride Suroboyo Bus.
The results of the data analysis showed that the performance parameters
of Suroboyo Bus are based on the decision letter of the Director-General of land
transportation number SK. 687/AJ.206/DRJD/2002. To begin with, the total
performance obtained by Suroboyo Bus north-south route is 23, the west-east
route is 24, and the Merr route is 22. In addition, based on SPM Trans Jakarta's
standard headway north-south route time is 16 minutes, west-east route headway
time is 35 minutes, MERR route headway time is 56 minutes. Furthermore, the
north-south route travel speed is 39 km/h, the west-east route travel speed is 38
km/h, the MERR route travel speed is 37 km/h. Additionally, the north-south route
waiting time is 8 minutes, the west-east route waiting time is 17 minutes, the
MERR route waiting time is 28 minutes. Finally, the figures are matched into the
assessment criteria refers to the Decree of the Director-General of Land
Transportation Number SK. 687/AJ.206/DRJD/2002. In conclusion, theTransportation is important in daily life. Thus, sufficient transportation is
needed. However, in Surabaya, transportation is dominated by private vehicles
cause congestion. So, it needs a public transportation system that can carry mass
passengers. In 2018, Surabaya City Government issued a public transportation
policy by operating Suroboyo Bus as public transportation that can be used by the
public and using plastic bottle waste as payment. But it is not effective enough
considering many emerged problems. Thus, it seems underutilized by the
community optimally. This can be seen from the lack of passengers who use
Suroboyo Bus in meeting the needs of public transportation. Therefore, the
analysis of Suroboyo Bus performance and satisfaction is conducted.
The methods used in this study include the dissemination of questionnaires
through google forms and stated preference techniques. This study aims to find
out the performance and expectations of passengers to the services provided by
Suroboyo Bus. Data analysis using quadrant analysis with Importance
Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. This
study is also conducted a binary logistics regression analysis to analyze
willingness to ride Suroboyo Bus.
The results of the data analysis showed that the performance parameters
of Suroboyo Bus are based on the decision letter of the Director-General of land
transportation number SK. 687/AJ.206/DRJD/2002. To begin with, the total
performance obtained by Suroboyo Bus north-south route is 23, the west-east
route is 24, and the Merr route is 22. In addition, based on SPM Trans Jakarta's
standard headway north-south route time is 16 minutes, west-east route headway
time is 35 minutes, MERR route headway time is 56 minutes. Furthermore, the
north-south route travel speed is 39 km/h, the west-east route travel speed is 38
km/h, the MERR route travel speed is 37 km/h. Additionally, the north-south route
waiting time is 8 minutes, the west-east route waiting time is 17 minutes, the
MERR route waiting time is 28 minutes. Finally, the figures are matched into the
assessment criteria refers to the Decree of the Director-General of Land
Transportation Number SK. 687/AJ.206/DRJD/2002. In conclusion, the performance of Suroboyo Bus is good while based on the assessment of SPM
Trans Jakarta standards that meet the criteria, namely the performance of northsouth route waiting times. Meanwhile, the assessment, for the matching up of the
headway time performance, and the speed of travel of each Suroboyo bus route is
not appropriate to the SPM Trans Jakarta standards.
The quality analysis of public services to Suroboyo bus services used IPA
(Importance Performance Analysis) and CSI (Customer Satisfaction Index)
methods. The analysis result shows several factors that become a priority for the
repair of the Suroboyo bus. For instance, the payment system information, the
guarantee of punctuality, guarantee of ease of using Suroboyo bus, maintain the
hours of operation that suits the needs. Furthermore, the Suroboyo Bus fleet
renewal, the station/bus stop maintenance condition, the maintenance of air
circulation by adding air conditioning. In addition, the responsiveness of the
officer or conductor Suroboyo Bus is proper. Thus, it needs to be maintained.
Probability willingness to ride revenue of Rp 15 million-Rp 18 million and
diploma IV/S1 education that is likely to use Suroboyo Bus with existing routes
29%.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Suroboyo Bus, Operational Performance, Service Quality, Importance Performance Analysis, Customer Satisfaction Indeks,Willingness to Ride, Bus Suroboyo, Kualitas Pelayanan, Importance Performance Analysis, Customer Satisfaction Indeks, Willingness to ride.
Subjects: T Technology > TE Highway engineering. Roads and pavements > TE7 Transportation--Planning
Divisions: Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Architecture > 23101-(S2) Master Thesis
Depositing User: Widia Eka Rhamdani
Date Deposited: 23 Aug 2021 14:12
Last Modified: 23 Aug 2021 14:12
URI: http://repository.its.ac.id/id/eprint/89030

Actions (login required)

View Item View Item