Persepsi Pengguna Terhadap Kualitas Layanan Dan Implikasinya Pada Kepuasan Penumpang Bus Trans Jatim Koridor V "Cakraningrat"

Tri Ariesta, Adhista Nanda (2026) Persepsi Pengguna Terhadap Kualitas Layanan Dan Implikasinya Pada Kepuasan Penumpang Bus Trans Jatim Koridor V "Cakraningrat". Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kebutuhan transportasi publik yang efisien dan nyaman di wilayah aglomerasi Gerbangkertosusila, Jawa Timur, semakin meningkat akibat pertumbuhan penduduk dan perkembangan kawasan industri. Sebagai solusi transportasi, Bus Trans Jatim dihadirkan untuk menghubungkan wilayah Surabaya-Bangkalan (Koridor V). Namun, berbagai tantangan terkait kualitas pelayanan dan fasilitas yang mempengaruhi tingkat kepuasan pengguna pada koridor tersebut masih dihadapi. Oleh karena itu, analisis terhadap tingkat kepuasan penumpang serta kualitas pelayanan Bus Trans Jatim pada kedua koridor dilakukan dalam penelitian ini. Metode Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), KANO, Quality Function Deployment (QFD), dan SERVQUAL digunakan untuk mengukur dan menganalisis kepuasan pengguna serta kualitas layanan secara menyeluruh. Data dikumpulkan melalui survei kuesioner kepada penumpang aktif di koridor V, wawancara dengan pengelola, serta observasi lapangan. Pendekatan multidimensional ini digunakan untuk mengidentifikasi atribut layanan yang paling berpengaruh terhadap kepuasan serta merumuskan rekomendasi peningkatan layanan yang tepat sasaran. Hasil penelitian menunjukkan pengguna didominasi kelompok usia produktif dengan frekuensi mobilitas tinggi. Nilai Customer Satisfaction Index (CSI) sebesar 51,74% menempatkan layanan pada kategori 'Cukup Puas', namun berada di batas bawah. Analisis IPA dan Kano mengungkap celah signifikan pada aspek ketepatan waktu, kebersihan halte, dan responsivitas petugas. Rekomendasi strategis melalui House of Quality (QFD) memprioritaskan perbaikan sistem penanganan keluhan, integrasi GPS untuk akurasi jadwal, serta pelatihan SDM guna meningkatkan standar pelayanan dan minat masyarakat terhadap transportasi publik
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The increasing population and industrial development in the Gerbangkertosusila agglomeration area of East Java have escalated the demand for efficient and comfortable public transportation. To address this, Bus Trans Jatim was introduced as an agglomeration transport solution, connecting Surabaya-Bangkalan (Corridor V) regions. However, various challenges related to service quality and facilities still impact user satisfaction across both corridors. Therefore, this research conducts a comparative analysis of passenger satisfaction levels and service quality of Bus Trans Jatim on these two corridors. To comprehensively measure and analyze user satisfaction and service quality, the study utilizes the Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), KANO, Quality Function Deployment (QFD), and SERVQUAL methods. Data are collected through questionnaire surveys distributed to active passengers on both corridors, interviews with management, and field observations. This multidimensional approach aims to identify service attributes that most significantly influence satisfaction and to formulate targeted recommendations for service improvement.
The results indicate that users are dominated by the productive age group with high mobility frequency. The Customer Satisfaction Index (CSI) score of 51.74% places the service quality in the 'Fairly Satisfied' category, albeit at the lower threshold. IPA and Kano analyses reveal significant gaps in punctuality, shelter cleanliness, and staff responsiveness. Strategic recommendations derived from the House of Quality (QFD) prioritize improving the complaint handling system, integrating GPS for schedule accuracy, and conducting human resource training to enhance service standards and public interest in transit services

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Transportasi Publik, Bus Transjatim, Kepuasan Pelanggan, Kualitas Pelayanan, Public Transportation, Bus Trans Jatim, Customer Satisfaction, Service Quality
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:	Adhista Nanda Tri Ariesta
Date Deposited:	02 Feb 2026 07:07
Last Modified:	02 Feb 2026 07:07
URI:	http://repository.its.ac.id/id/eprint/131590

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