Bagasnanta, Prambudi (2022) Analisis Dan Peningkatan Kualitas Layanan Transportasi Umum Dengan Metode Service Quality, House Of Quality, Dan Failure Mode And Effect Analysis (Studi Kasus: Suroboyo Bus). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Suroboyo Bus merupakan salah satu transportasi umum yang ada di Kota Surabaya. Setelah berubah menjadi BLUD (Badan Layanan Umum Daerah) per Agustus 2021, Suroboyo Bus telah dapat menetapkan tarif bagi penumpangnya. Berbagai macam media pembayaran baru telah diluncurkan seperti menggunakan Uang Elektronik dan QRIS. Dibalik cemerlangnya inovasi yang digagas, tetap terdapat kritik dan juga keluhan masyarakat terkait layanan yang mayoritas disampaikan melalui media sosial Instagram. Setelah dilakukan penyebaran kuisioner service quality, didapatkan beberapa penilaian yang diolah dengan importance performance analysis. Hasilnya didapatkan enam atribut kritis antara lain T1 (Kelayakan Halte), T7 (Tampilan Aplikasi yang Informatif dan Mudah Digunakan), REL3 & REL4 (Ketepatan Waktu Tiba Bus di Halte Keberangkatan dan Kedatangan), RES3 (Petugas Melakukan Proses Pembayaran dengan Cepat), dan juga A2 (Jaminan Ketepatan Waktu Layanan). Atribut kritis tersebut kemudian dianalisis dengan 5 why’s analysis untuk didapatkan akar permasalahannya. Atribut kritis yang juga menjadi input sebagai customer needs dalam menyusun matrix house of quality. Pengolahan menggunakan house of quality menghasilkan beberpa technical response yang secara berurutan prioritasnya ialah TR2 (Pengkajian dan penyesuaian waktu pelayanan secara berkala), TR4 (Perbaikan aplikasi GOBIS), TR3 (Mempermudah dan memperbanyak metode pembayaran), dan TR1 (Perbaikan halte). Dari atribut kritis dan akar permasalahan yang sudah ada tersebut dapat dijalankan juga metode failure mode and effect analysis untuk dapat mengetahui tingkat risikonya. Berdasarkan sub risiko yang nilai risk priority number nya tertinggi di setiap risikonya, disusunlah 5 rekomendasi perbaikan yaitu memperbaiki halte, memperbaiki interface peta aplikasi GOBIS, mengkaji secara rutin kondisi jalan raya yang menjadi rute bus, memberikan opsi pembayaran yang lebih praktis dan adanya reminder dalam bus, serta menambahkan teknologi baru untuk estimasi waktu layanan yang lebih fleksibel.
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Suroboyo Bus is one of the public transportations in Surabaya. After changing to a BLUD (Badan Layanan Umum Daerah) as of August 2021, Suroboyo Bus has been able to set fares for its passengers. Various new payment media have been launched, such as using Electronic Money and QRIS. Behind the brilliant innovations that were initiated, there are still criticisms and complaints from the public to Surabaya Bus services, the majority of which are conveyed through Instagram social media. After distributing the service quality questionnaire, several assessments were obtained which were processed with importance performance analysis. The results obtained six critical attributes, including T1 (Bus Stop Eligibility), T7 (Informative and Easy-to-Use Application Display), REL3 & REL4 (Bus Arrival Timeliness at Departure and Arrival Bus Stops), RES3 (Officers Make Payment Processes Quickly), and also A2 (Service Timeliness Guarantee). These critical attributes are then analyzed with 5 why's analysis to get the root of the problem. Critical attributes are also input as customer needs in compiling the house of quality matrix. The application of house of quality produces several technical responses and the order of priority is sequentially from TR2 (regular review and adjustment of service time), TR4 (Improvement of GOBIS application), TR3 (Easy and multiply payment methods), and TR1 (Improvement of bus stops). From the critical attributes and existing root causes, failure mode and effect analysis methods can also be used to determine the level of risk. Based on the sub-risks with the highest risk priority number value for each risk, 5 recommendations for improvement were compiled, namely repairing bus stops, improving the GOBIS application map interface, regularly reviewing the condition of the highways that serve as bus routes, providing more practical payment options and having a reminder on the bus, as well as adding new technologies for more flexible service time estimation.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Importance Performance Analysis, 5 Why’s Analysis, House of Quality, Failure Mode and Effect Analysis |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Marsudiyana - |
| Date Deposited: | 18 Feb 2026 04:18 |
| Last Modified: | 18 Feb 2026 04:18 |
| URI: | http://repository.its.ac.id/id/eprint/132497 |
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