Penilaian Tingkat Kepuasan Pengguna Terhadap Penyediaan Layanan BRT Banjarbakula

Akira, Sean Muhammad (2025) Penilaian Tingkat Kepuasan Pengguna Terhadap Penyediaan Layanan BRT Banjarbakula. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Peningkatan penggunaan kendaraan pribadi di wilayah Banjarbakula, Kalimantan Selatan, telah menyebabkan kemacetan parah, terutama di koridor utama seperti Jalan Ahmad Yani. Sebagai respons, sistem Bus Rapid Transit (BRT) Banjarbakula diluncurkan pada tahun 2019 untuk menyediakan solusi mobilitas yang lebih efisien dan ramah lingkungan. Namun, dalam pelaksanaannya, layanan BRT masih menghadapi berbagai tantangan, seperti ketidakpatuhan sopir terhadap trayek resmi, minimnya keamanan akibat tidak adanya petugas khusus, serta kurangnya informasi resmi terkait operasional, khususnya di wilayah seperti kampus ULM. Permasalahan ini berpotensi menurunkan minat masyarakat untuk beralih ke transportasi massal, sehingga diperlukan evaluasi menyeluruh terhadap tingkat kepuasan pengguna sebagai dasar peningkatan layanan. Penelitian ini bertujuan untuk menentukan atribut layanan utama yang memengaruhi kinerja BRT Banjarbakula, mengidentifikasi atribut layanan yang relevan, serta menilai tingkat kepuasan pengguna terhadap layanan tersebut. Metode yang digunakan meliputi pendekatan Delphi untuk memperoleh konsensus ahli terhadap atribut layanan, analisis deskriptif untuk menggambarkan kondisi atribut, dan Importance Performance Analysis (IPA) untuk mengukur kesenjangan antara tingkat kepentingan dan kepuasan pengguna. Dengan pendekatan ini, faktor-faktor prioritas untuk perbaikan kualitas layanan dapat diidentifikasi. Melalui dua putaran metode Delphi, sebanyak 17 atribut layanan berhasil diidentifikasi sebagai faktor yang relevan dalam memengaruhi kualitas layanan BRT Banjarbakula, mencakup dimensi Reliability, Assurance, dan Responsiveness. Hasil observasi lapangan dan tanggapan pengguna menunjukkan bahwa seluruh atribut tersebut berperan signifikan terhadap kinerja layanan. Berdasarkan analisis Importance Performance Analysis (IPA), tiga atribut—Petugas memberikan bantuan kepada penumpang, Kemudahan menjangkau halte, dan Halte layak dan nyaman—masuk dalam Kuadran I sebagai prioritas utama perbaikan, sementara enam atribut seperti Tarif Terjangkau dan Rasa Aman berada dalam Kuadran II yang perlu dipertahankan kinerjanya. Temuan ini memberikan arah strategis bagi peningkatan layanan BRT secara lebih fokus dan berbasis kebutuhan pengguna.
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The increasing use of private vehicles in Banjarbakula, South Kalimantan, has caused severe traffic congestion, especially along major corridors such as Jalan Ahmad Yani. In response, the BRT Banjarbakula system was launched in 2019 to offer a more efficient and environmentally friendly mobility solution. However, its implementation still faces several service challenges, including unreliable route compliance by drivers, insufficient passenger safety due to a lack of onboard security personnel, and limited access to official service information—particularly in areas such as the ULM campus. These issues may undermine public interest in shifting to mass transportation, highlighting the need to evaluate user satisfaction as a basis for service improvement. This research seeks to identify the key service attributes influencing the performance of BRT Banjarbakula, evaluate relevant service attributes, and assess the level of user satisfaction with those services. The methods employed include the Delphi approach to obtain expert consensus on service attributes, descriptive analysis to depict the condition of each attribute, and Importance-Performance Analysis (IPA) to measure the gap between users’ perceived importance and satisfaction. This combined approach enables the identification of priority areas for service quality improvement. Through two rounds of the Delphi method, with 17 service attributes were identified as relevant factors influencing BRT Banjarbakula’s service quality, categorized under the dimensions of Reliability, Assurance, and Responsiveness. Field observations and user feedback indicate that all these attributes play a significant role in service performance. Based on the IPA analysis, three attributes—Staff Assistance to Passengers, Ease of Access to Bus Stops, and Comfortable and Proper Shelters—fall under Quadrant I as top priorities for improvement. Meanwhile, six attributes such as Affordable Fares and Travel Safety are in Quadrant II and should be maintained. These findings offer strategic direction for focused and user-oriented service enhancement of the BRT system.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Bus Rapid Transit, BRT Banjarbakula, Delphi, IPA
Subjects:	T Technology > TE Highway engineering. Roads and pavements > TE7 Transportation--Planning
Divisions:	Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Regional & Urban Planning > 35201-(S1) Undergraduate Thesis
Depositing User:	Sean Muhammad Akira
Date Deposited:	04 Aug 2025 09:54
Last Modified:	04 Aug 2025 09:54
URI:	http://repository.its.ac.id/id/eprint/124346

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