Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan Terminal Di Kota Semarang (Studi Kasus Terminal Terboyo Semarang)

., Zulyaden (2016) Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan Terminal Di Kota Semarang (Studi Kasus Terminal Terboyo Semarang). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Terminal Terboyo merupakan Terminal bus tipe A antar Kota yang beroperasi sejak tahun 1985 terletak di bagian Timur Kota Semarang, luas lahan 70.000 m2 dengan tujuan memenuhi kebutuhan angkutan umum masyarakat Semarang dan sekitarnya. Sejak pengoperasiannya terminal Terboyo mengalami penurunan jumlah penumpang dan sebagian penumpang enggan masuk ke dalam terminal. Penelitian bertujuan untuk menganalisis tingkat kepuasan penumpang pengguna jasa terhadap kinerja pelayanan terminal Terboyo di kota semarang. Penelitian ini dilakukan dengan survei melalui penyebaran kuesioner responden. Setelah itu dilakukan pengujian validitas dan realibilitas kuesioner, lalu dilanjutkan dengan analisis data hasil penelitian. Analisis dilakukan dengan menghitung Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Dari hasil analisis diperoleh nilai indeks kepuasan penumpang di terminal 46,89 persen dengan kriteria kurang puas, indeks kepuasan penumpang di luar terminal 35,49 persen dengan kriteria kurang puas, indeks kepuasan supir di terminal 36,43 persen dengan kriteria kurang puas, indeks kepuasan karyawan PO di terminal 34,70 persen dengan kriteria kurang puas. Atribut pelayanan yang paling berpengaruh di terminal Terboyo Semarang antara lain letak jalur pemberangkatan, ruang tunggu kebarangkatan, jadwal kedatangan dan keberangkatan kendaraaan secara tertulis, informasi pelayanan, letak jalur kedatangan, tempat naik dan turun penumpang, media pengaduan gangguan keamanan, pos, fasilitas dan petugas kesehatan, informasi fasilitas kesehatan, lampu penerangan ruangan di terminal, fasilitas keselamatan jalan dalam terminal, kantor penyelenggara terminal, informasi angkutan lanjutan, informasi gangguan perjalanan kendaraan angkutan umum. Kepuasan penumpang di terminal terhadap aksesibilitas di terminal 50,93 persen dengan kriteria kurang puas, Kepuasan penumpang di luar terminal 39,74 persen dengan kriteria kurang, Kepuasan supir di terminal 4076. persen dengan kriteria kurang, kepuasan karyawan PO di terminal 38,87 persen dengan kriteria kurang, CSI dibawah 50% artinya tingkat pelayanan perusahaan/pengelola terminal rendah/buruk. Atribut pelayanan yang paling berpengaruh terhadap aksesibiltas di terminal Terboyo Semarang secara umum adalah Letak jalur pemberangkatan, Letak jalur kedatangan, Letak Tempat naik dan turun penumpang, Fasilitas penyandang cacat (Difable) =========================================================================================================== Terboyo bus station is a type A intercity bus station which has operated since 1985, located in the eastern part of semarang city, with the land area of 70,000 m2, purposed to meet the need of public transportation for Semarang citizen and surrounding. Since the operation, Terboyo bus station has decreased number of passengers and some passengers are reluctant to get into the terminal. The study aims to analyze the level of service user passenger satisfaction on the performance of Terboyo bus station services in Semarang. This research was conducted by survey respondents through questionnaires. Afterwards it is done the validity test and reliability of the questionnaire, followed by analysis of research data. The analysis was performed by calculating the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results of analysis of passenger satisfaction index value of 46.89 percent in the bus station with the criteria are not satisfied, the satisfaction index of passengers outside the bus station 35.49 percent of the criteria are not satisfied, the satisfaction index of 36,43 percent of drivers in the bus station with the criteria are not satisfied, the satisfaction index employees at the bus staton PO 34.70 percent of the criteria are not satisfied. Service attributes are most influential in Semarang Terboyo bus station include the location of the lane departure, departure waiting rooms, written schedule of vehicles arrival and vehicles departure, information services, location of lines of arrival, place up and down the passenger, complaints medium security disturbances, posts, facilities and health personnel, health facilities information, indoor lighting in the bus station, road safety facilities in the bus station, bus station organizer office, advanced transportation information, travel disruption information of public transportation vehicles. Satisfaction passenger in bus station to the bus station accessibility in 50.93 percent of the criteria are not satisfied, the satisfaction of the passengers outside the bus station with the criteria 39.74 percent less, driver satisfaction at bus station 42.48 percent with less criteria, satisfaction index employees at the bus staton PO 40,76 percent with less criteria, CSI below 50% means that the level of service the company / bus station operation, low / bad. Service attributes that most influence on the accessibility in Semarang Terboyo bus station in general is the departure track layout, track layout of arrival, place up and down the passenger, the disabled Facility (Difable)

Item Type: Thesis (Undergraduate)
Additional Information: RTS 658.834 3 Zul a
Uncontrolled Keywords: Terminal Terboyo, Customer Satisfaction Index, Importance Performance Analysis, Aksesibiitas.
Subjects: H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions: Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Civil Engineering > 22201-(S1) Undergraduate Thesis
Depositing User: Mr. Tondo Indra Nyata
Date Deposited: 08 Apr 2020 06:47
Last Modified: 08 Apr 2020 06:47
URI: https://repository.its.ac.id/id/eprint/75721

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