Analisis Tingkat Kepuasan Pengguna Jalan Tol Di Wilayah Unit Jatim 02 Terhadap Layanan Satuan Patroli Jalan Raya Ditlantas Polda Jatim

Purnomo, Kevin Rezananta (2020) Analisis Tingkat Kepuasan Pengguna Jalan Tol Di Wilayah Unit Jatim 02 Terhadap Layanan Satuan Patroli Jalan Raya Ditlantas Polda Jatim. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Satuan Patroli Jalan Raya (PJR) sebagai polisi lalu lintas yang bertanggung jawab pada wilayah tol, menghadapi tantangan pada peningkatan mobilitas yang harus diimbangi dengan peningkatan kualitas layanan dengan memperhatikan kepuasan pengguna jalan. Penelitian ini bertujuan untuk mengetahui atribut yang mempengaruhi kepuasan sekaligus mengukur tingkat kepuasan pengguna jalan tol terhadap pelayanan personel satuan PJR Ditlantas Polda Jatim dengan menggunakan IPA (Importance-Performance Analysis) dan CSI (Customer Satisfaction Index). Penelitian ini menggunakan model penelitian conclusive-descriptive dengan desain multiple cross sectional. Pengumpulan data dilakukan dengan menyebarkan kuesioner online kepada pengguna jalan tol di wilayah unit Jatim 02 (tol Surabaya - Gempol, tol Surabaya - Gresik, tol Waru – Juanda dan tol Gempol – Pandaan) dengan data yang terkumpul mencapai 285 responden. Hasil dari matriks IPA menunjukan terdapat 8 atribut pada kuadran I (prioritas utama) yang kinerjanya perlu ditingkatkan untuk mencapai kepuasan pengguna jalan dan 9 atribut pada kuadran II (prioritas prestasi) yang perlu dipertahankan kinerjanya karena sudah memuaskan pengguna jalan. Sedangkan hasil penelitian nilai CSI menunjukan bahwa tingkat kepuasan pengguna jalan tol mencapai mencapai 61,2 persen dengan indeks kepuasan pengguna jalan tol masuk kriteria puas. Dari hasil penelitian tersebut maka diformulasikan implikasi manajerial yang mengutamakan peningkatan komunikasi interpersonal dan digitalisasi pada monitoring jalan tol. ========================================================= Highway Patrol Unit (Indonesian: Satuan Patroli Jalan Raya or Satuan PJR) as traffic police who is responsible for the highway area, struggles to increase the mobility which has to be balanced with the improvement of service quality considering the satisfaction of highways users. This research aims to find out some attributes which influence the satisfaction of highway users as well as to measure their satisfaction level towards the service given by Satuan PJR personnels of Ditlantas Polda Jatim (Traffic Directorate of East Java Regional Police) using IPA (Importance-Performance Analysis) and CSI (Customer Satisfaction Index). This research is conducted using conclusive-descriptive research model with multiple cross sectional design. Data collected by distributing online questionnaires to highway users in the unit area of Jatim 02 (Surabaya–Gempol highway, Surabaya–Gresik highway, Waru–Juanda highway, and Gempol–Pandaan highway) and the data obtained are 285 respondents in total. The result generated from IPA matrix shows that there are 8 attributes in quadrant I (main priority) of which its work performance needs to be improved to reach certain level of highway users’ satisfaction and 9 attributes in quadrant II (achievement priority) which indicates that they need to maintain their work performance for being able to satisfy highway users. While the result of CSI value in this research shows that the satisfaction level of highway users reach 61.2 percent with satisfaction index fulfills “satisfy” criteria. Based on this research, managerial implication is then formulated which gives priority to improvement of interpersonal communication and digitalization of highway patrol monitoring.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Customer Satisfaction Index, Importance-Performance Analysis,Customer Satisfaction, Highway Police, Kepuasan Pelanggan, Satuan PJR, Polisi Jalan Tol.
Subjects: H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User: Kevin Rezananta Purnomo
Date Deposited: 18 Aug 2020 03:12
Last Modified: 18 Aug 2020 03:12
URI: https://repository.its.ac.id/id/eprint/78896

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