Evaluasi Implementasi Integrasi Antar Layanan Bus Transit System di Kota Semarang berdasarkan Kepuasan Pengguna Jasa

Purnomo, Ma`ruf Tsaghani (2023) Evaluasi Implementasi Integrasi Antar Layanan Bus Transit System di Kota Semarang berdasarkan Kepuasan Pengguna Jasa. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Bus transit system di Kota Semarang dioperasikan oleh Trans Semarang dan Trans Jateng. Kedua layanan tersebut memiliki koridor yang saling terhubung, namun operasional masing-masing layanan masih berdiri sendiri dan belum terintegrasi. Berdasarkan penelitian sebelumnya, integrasi antar layanan bus transit system di Kota Semarang dapat memberikan pengaruh bagi kepuasan pengguna jasa. Isu integrasi sebagai salah satu bentuk pengembangan transportasi umum sesuai dengan Sustainable Development Goal poin 11.2 dan program pemerintah daerah setempat. Oleh karena itu, sebuah penelitian diperlukan untuk meningkatkan integrasi antar layanan bus transit system di Kota Semarang, yaitu antara Trans Semarang dan Trans Jateng. Penelitian ini bertujuan untuk mendapatkan prioritas implementasi integrasi antar layanan bus transit system di Kota Semarang berdasarkan tingkat kepuasan pengguna jasa. Penelitian ini menggunakan kuesioner yang disebar kepada pengguna jasa dan penyelenggara layanan. Penyusunan atribut integrasi mengacu kepada lima dimensi kualitas pelayanan (servqual). Bentuk integrasi yang ditinjau melalui atribut integrasi diantaranya integrasi fisik, informasi, tarif, dan jadwal. Metode analisis data yang digunakan dalam penelitian ini ialah Customer Satisfaction Index dan integrasi metode Importance-Performance Analysis - model Kano ke dalam metode Quality Function Deployment. Dari hasil analisis, indeks kepuasan pelayanan diperoleh sebesar 70,08% dan seluruh atribut integrasi memiliki nilai gap yang negatif. Hal ini mengindikasikan pengguna jasa merasa puas, namun tingkat kepuasannya masih belum memenuhi harapan mereka. Selain itu, 14 atribut integrasi memiliki potensi dalam pemberian kepuasan dengan rincian 7 atribut memiliki kategori one dimensional dan 7 atribut lainnya memiliki kategori attractive. Peningkatan integrasi antar layanan bus transit system di Kota Semarang diprioritaskan dari pengintegrasian teknologi informasi antar layanan, penyediaan tiket terusan atau tiket berlangganan, penyesuaian ulang time table, perpanjangan jam operasional, pengintegrasian dan penyediaan informasi pelayanan antar layanan cetak di halte dan daring, penambahan halte bersama, penyediaan wayfinding fisik di halte transfer, pembentukan badan otorita transportasi, penataan rute antar layanan, dan penambahan informasi lokasi transfer antar layanan dalam bus.
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Semarang bus transit system is operated by Trans Semarang and Trans Jateng. Both services have a connected corridor. However, the operations of each service are still independent and have not been integrated even though they have operated together since 2017. Based on previous research, multi-services integration in Semarang bus transit system can have an impact on customer satisfaction. The issue of integration as a form of public transportation development is in accordance with the Sustainable Development Goal point 11.2 and local government programs. Therefore, research is needed to improve the services of Semarang bus transit system. This research aims to obtain on improvement priorities of multi-services integration of Semarang bus transit system based on customer satisfaction level. This research uses a questionnaire distributed to customers and service providers. The compilation of integration attributes refers to the five dimensions of service quality (servqual). The integration form reviewed through integration attributes include physical, information, fare, and schedule integration. The data analysis method used in this research is Customer Satisfaction Index and integration of Importance-Performance Analysis method and Kano model into Quality Function Deployment method. From the results of the analysis, customer satisfaction was obtained at 70,08% and all integration attribute have negative gap value. This indicates customer are generally satisfied, but the satisfaction level expectations still does not meet their expectations. In addition, 14 integration attributes have the potential to provide satisfaction with details of 7 attributes having one-dimensional category and 7 other attributes having attractive category. Improvement of Semarang bus transit system multi-services integration are prioritized from multi-services integration of information technology, selling annual tickets, re-adjusting time tables, extension of operating hours, integration and provision of multi-services passenger information physically at bus stops and online, addition of joint transfer stops, providing physical wayfinding at transfer stops, establishment of the transportation authority, re-arrangement of bus transit system routes, and provision of provision of multi-services information inside vehicle.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	bus transit system, harapan pengguna jasa, kepuasan pengguna jasa, integrasi transportasi umum, bus transit system, customer expectation, customer satisfaction, public transport integration, Sustainable Development Goal Point 11
Subjects:	H Social Sciences > HE Transportation and Communications > HE311.I4 Urban transportation H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > TE Highway engineering. Roads and pavements > TE7 Transportation--Planning
Divisions:	Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Civil Engineering > 22101-(S2) Master Thesis
Depositing User:	Ma`ruf Tsaghani Purnomo
Date Deposited:	08 Feb 2023 02:24
Last Modified:	08 Feb 2023 02:24
URI:	http://repository.its.ac.id/id/eprint/96419

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