Leliana, Arinda (2018) Analisis Kepuasan Penumpang Terhadap Kinerja Pelayanan Dan Intermoda Di Stasiun Kereta Api Madiun. Masters thesis, INSTITUT TEKNOLOGI SEPULUH NOPEMBER SURABAYA.
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Abstract
Tingginya minat masyarakat yang naik kereta api maka pemerintah berupaya meningkatkan kapasitas kereta api. Rel jalur tunggal saat ini sudah tidak seimbang seiring dengan banyaknya jumlah frekuensi kereta api yang menggunakannya. Salah satu upaya pemberian pelayanan yang lebih baik kepada penumpang yaitu dilakukan perbaikan jalur ganda. Sebanding dengan hal itu perlu peningkatan prasarana penyedia jasa kereta api yaitu stasiun. Stasiun harus mampu menampung kebutuhan pengguna jasa dalam memberikan pelayanan dan fasilitas terbaik pada penumpang. Mayoritas penumpang di stasiun Madiun lebih memilih menggunakan kendaraan pribadi mereka dibandingkan menggunakan angkutan umum. Oleh sebab itu dilakukan analisis kepuasan penumpang terhadap kinerja pelayanan dan intermoda di stasiun Madiun serta analisis perpindahan dari kendaraan pribadi ke angkutan umum.
Metode yang digunakan dalam penelitian ini meliputi penyebaran kuisoner dan wawancara. Studi ini bertujuan untuk mengetahui kinerja dan harapan penumpang terhadap pelayanan yang telah diberikan oleh pengelola stasiun serta intermoda yang ada di stasiun Madiun. Dalam penelitian ini juga dilakukan beberapa sekenario analisis regresi logistik biner untuk menganalisa perpindahan moda dari kendaraan pribadi ke angkutan umum. Analisis data menggunakan analisis kuadran dengan metode Importance Performance Analysis (IPA) dan metode Customer Satisfaction Index (CSI).
Hasil analisis data menunjukan bahwa secara keseluruhan penumpang merasa puas dengan tingkat kepuasan dan harapan sebesar 0,706. Namun masih terdapat beberapa atribut yang kinerjanya kurang yaitu naik turun tinggi peron dan lantai kereta, fasilitas penyandang cacat, kurangnya informasi dalam bentuk visual, serta ketersediaan tempat parkir. Untuk intermoda secara keseluruhan penumpang merasa cukup puas dengan tingkat kepuasan dan harapan sebesar 0,622 . Beberapa atribut intermoda yang kinerjanya kurang yaitu jam operasional, waktu tunggu, informasi lokasi dan petunjuk arah angkutan lanjutan. Krakteristik probabilitas pengguna kendaraan pribadi yang mau berpindah ke angkutan umum dipengaruhi oleh variabel usia dan penghasilan.
Kata kunci: Kinerja pelayanan, Analisa kuadran, Stasiun kereta api, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI)
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The high demand in needing of train transportation from society makes the government try to increase the train capacity. The current single track can no longer support the frequency of trains that are using the rail track makes it unbalanced. One of the effort to solve it is to give better services to the passengers which one of them is repairing the double track. To support it, increasing the train infrastructure which is railway station is needed as well. A station must be able to give their best services and facilities to accommodate the needs of customers. Majority of passengers in Madiun station prefer using their personal vehicle than using public transportation. Therefore the analysis of passenger’s satisfaction on services performance and the intermodals in Madiun railway station also the analysis of shifting from personal vehicle to public transportation were performed.
The method used in this research includes distributing the questionnaire and interview. This study aims to discover the performance and expectation of passengers on the services that are already given by the manager of the station and also the intermodals that are present in Madiun station. In this research some scenarios of binary logistic regression analysis were also performed to analyze the shifting from personal vehicle to public transportation. Data analysis used quadrant analysis with the method of Importance Performance Analysis (IPA) and the method of Customer Satisfaction Index (CSI).
The results of data analysis show that overall, passengers felt satisfied with the satisfaction and expectation rate of 0,706. But there are some attributes whose performances are below expectation which are the height of platform for passengers to board and disembark and train floor, the facility for people with disabilities, and the lack of informations in visual form, and also the availability of parking lot. For intermodal overall, passengers felt satisfied with the satisfaction and expectation rate of 0,622. Some intermodal attributes whose performance are below standard are operational time, waiting time, location informations and instructions of next transportation direction. The probability characteristic of personal vehicle user that will want to move to public transportation that is affected by age and income variables.
Keywords: Service performance, Quadrant analysis, Railway station, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI)
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Kata kunci: Kinerja pelayanan, Analisa kuadran, Stasiun kereta api, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) |
| Subjects: | T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Faculty of Civil, Environmental, and Geo Engineering > Civil Engineering > 22101-(S2) Master Theses |
| Depositing User: | ARINDA LELIANA |
| Date Deposited: | 09 Jul 2021 09:34 |
| Last Modified: | 09 Jul 2021 09:34 |
| URI: | http://repository.its.ac.id/id/eprint/56998 |
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