Arahan Peningkatan Layanan Bus Rapid Transit (BRT) Trans Jatim Koridor II Rute Mojokerto - Surabaya

Hermannas, Daffa Rahman (2025) Arahan Peningkatan Layanan Bus Rapid Transit (BRT) Trans Jatim Koridor II Rute Mojokerto - Surabaya. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Transportasi umum memainkan peran penting dalam menciptakan kota yang efisien, berkualitas, dan berkelanjutan. Sistem Bus Rapid Transit (BRT) menjadi solusi global yang banyak diadopsi untuk meningkatkan mobilitas masyarakat. Pemerintah Provinsi Jawa Timur telah menghadirkan layanan BRT Trans Jatim Koridor II yang menghubungkan Surabaya dan Mojokerto sejak 20 Agustus 2023. Namun, sejumlah kendala operasional masih ditemukan, seperti penumpukan penumpang, fasilitas halte yang belum memadai dari keamanan dan kenyamanan, serta pergeseran halte yang tidak lagi di Terminal Purabaya yang berpotensi menurunkan kepuasan pengguna. Penelitian ini bertujuan untuk merumuskan arahan peningkatan pelayanan Bus Trans Jatim Koridor II berdasarkan persepsi pengguna terhadap variabel-variabel layanan prioritas. Metode yang digunakan meliputi pendekatan Delphi untuk merumuskan indikator kepuasan berdasarkan kajian literatur dan kesepakatan para pakar, serta metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) untuk mengukur tingkat kepuasan dan prioritas perbaikan layanan berdasarkan data dari 100 responden pengguna. Hasil menunjukkan bahwa terdapat 5 indikator dengan 19 variabel layanan yang disepakati sebagai instrumen evaluasi. Nilai CSI sebesar 76,73% menandakan kategori kepuasan pengguna berada pada tingkat “puas”. Namun demikian, masih ditemukan tingkat ketidakpuasan cukup tinggi pada variabel keamanan halte (29%), integrasi moda transportasi (31%), dan rak penyimpanan (39%). Analisis IPA menunjukkan tiga atribut prioritas dalam kuadran 1 (satu), yaitu: kenyamanan di halte, integrasi dengan moda transportasi lain, dan informasi gangguan perjalanan. Rumusan arahan strategis yang disarankan terdapat sembilan (9) point meliputi; peningkatan fasilitas dasar beberapa halte terutama tempat duduk, atap dan keamanan naik dari halte, penguatan integrasi fisik dan operasional dengan moda lain serta pengembangan sistem informasi gangguan berbasis real-time melalui aplikasi TRANSJATIM-AJAIB dan komunikasi langsung dari petugas.
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Public transportation plays a crucial role in creating efficient, high-quality, and sustainable cities. The Bus Rapid Transit (BRT) system has become a widely adopted global solution to improve urban mobility. In East Java, the provincial government launched the Trans Jatim Corridor II BRT service connecting Surabaya and Mojokerto on August 20, 2023. However, several operational challenges persist, such as passenger congestion, inadequate bus stop facilities in terms of safety and comfort, and the relocation of the terminal away from Purabaya, which may reduce user satisfaction. This study aims to formulate strategic recommendations for improving the Trans Jatim Corridor II service based on users perceptions of priority service variables. The research methods include the Delphi approach to identify satisfaction indicators through literature review and expert consensus, as well as the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) to assess user satisfaction and identify service improvement priorities based on data from 100 respondents. The results indicate five indicators comprising 19 service variables agreed upon as evaluation instruments. The CSI score of 76.73% suggests that users are generally "satisfied." However, a relatively high level of dissatisfaction remains with bus stop safety (29%), integration with other transport modes (31%), and storage racks (39%). The IPA identified three top-priority attributes in quadrant 1 (one): bus stop comfort, integration with other transport modes, and real-time disruption information. The strategic recommendations consist of nine key points, including enhancing basic facilities at several stops-particularly seating, shelter, and safety-strengthening physical and operational integration with other transport modes, and developing a real-time disruption information system via the TRANSJATIM-AJAIB app and direct staff communication.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Bus Rapid Transit, kinerja pelayanan, kepuasan pengguna, Delphi, CSI, IPA, Bus Rapid Transit, service performance, user satisfaction, Delphi, CSI, IPA
Subjects:	H Social Sciences > HE Transportation and Communications > HE147.6 Transportation--Planning H Social Sciences > HE Transportation and Communications > HE311.I4 Urban transportation
Divisions:	Faculty of Architecture, Design, and Planning > Regional and Urban Planning > 35201-(S1) Undergraduate Thesis
Depositing User:	Daffa Rahman Hermannas
Date Deposited:	05 Aug 2025 07:44
Last Modified:	05 Aug 2025 07:47
URI:	http://repository.its.ac.id/id/eprint/127079

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