Safiranisa, Amanda and Ir. Oyong Novareza, S.T., M.T., Ph.D., IPU. (2023) Analisis Kualitas Pelayanan pada Moda Transportasi Suroboyo Bus dengan Metode Service Quality (SERVQUAL), Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Sarjana thesis, Universitas Brawijaya.
Abstract
Suroboyo Bus merupakan salah satu moda transportasi yang berada di Kota Surabaya yang menawarkan layanan dalam bentuk pelayanan jasa. Namun berdasarkan data dari kolom komentar instagram maupun melalui direct message instagram @suroboyobus masih terdapat penumpang yang memberikan keluhan mengenai pelayanan yang diberikan. Adanya keluhan tersebut menandakan masih adanya ketidakpuasan penumpang terhadap pelayanan yang diberikan oleh pihak Suroboyo Bus. Selain itu pihak Suroboyo Bus juga belum mengetahui tingkat kepuasan dari pelanggan atas pelayanan yang diberikan serta belum mengetahui atribut-atribut kepuasan pelanggan yang harus diprioritaskan. Oleh karena itu, diperlukan adanya analisis tingkat kualitas pelayanan yang mewakili keadaan sesungguhnya serta prioritas perbaikan pada atribut kepuasan pelanggan yang dinilai memiliki kinerja rendah. Pada penelitian ini, dilakukan penyebaran kuisioner kepada 100 pelanggan Suroboyo Bus untuk menilai perbedaan gap yang terjadi antara persepsi dan harapan pelanggan berdasarkan lima dimensi kualitas pelayanan berdasarkan SERVQUAL. Kemudian dilakukan pemetaan menggunakan diagram Importance Performance Analysis (IPA) yang bertujuan untuk mengetahui posisi setiap atribut pernyataan pada 4 kuadan diagram kartesius yakni kuadran pertahankan prestasi, kuadran prioritas berlebihan, kuadran prioritas rendah, dan kuadran prioritas utama. Selanjutnya dilakukan perhitungan tingkat kepuasan pelanggan menggunakan metode Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa terdapat lima atribut yang memiliki gap pelayanan yang tinggi dengan tingkat kepentingan tinggi namun kinerja rendah sehingga diperlukan prioritas perbaikan yakni lokasi dan jarak antara halte bus satu dengan halte bus lainnya terjangkau (B5) dengan gap sebesar -0,99; kenyamanan dan keamanan halte bus (B8) dengan gap sebesar -0,80; waktu selang antar bus (berdasarkan timetable pada aplikasi GOBIS) tepat waktu (H3) dengan gap sebesar -0,88; petugas dapat memberikan kepercayaan kepada penumpang (J1) dengan gap sebesar -0,63; perlengkapan P3K dan nomor telepon darurat tersedia di dalam bus (J5) dengan gap sebesar -0,45. Setelah dilakukan perhitungan didapatkan bahwa nilai Customer Satisfaction Index yakni sebesar 81,32%, sehingga masih diperlukan peningkatan untuk beberapa atribut. Selanjutnya kelima atribut tersebut dilakukan rekomendasi perbaikan antara lain perubahan jarak halte, melakukan desain ulang terhadap halte yang sudah ada, membuat papan pengumuman yang dilengkapi denganperkiraan waktu tiba dan akan terus update mengikuti kondisi di lapangan, Selalu memberikan pengertian dan arahan mengenai jobdesk petugas, dan menmbahkan kotak P3K dan nomor telepon darurat.
English Abstract
Suroboyo Bus is one of the modes of transportation in the city of Surabaya that offers services in the public transportation services. However, based on data from Suroboyo Bus'(s) Instagram account feeds'(s) comments and through their direct messages, there are passengers who still complain about the services provided. These complaints indicates the existence of passenger dissatisfaction with the services provided by Suroboyo Bus. In addition, Suroboyo Bus also does not know the level of customer satisfaction with the services provided and does not know the attributes of customer satisfaction that must be prioritized. Therefore, it is necessary to analyze the level of service quality that represents the actual situation and prioritize improvements to customer satisfaction attributes that are considered to have low performance. In this research, questionnaires were distributed to 100 Suroboyo Bus’(s) customers to assess the gap differences that occur between customer perceptions and expectations based on five dimensions of service quality based on SERVQUAL. Then mapping is carried out using the Importance Performance Analysis (IPA) diagram which aims to determine the position of each attribute statement on the 4 quadrants of the Cartesian diagram, namely the maintain achievement quadrant, the over-priority quadrant, the low priority quadrant, and the top priority quadrant. Furthermore, the calculation of the level of customer satisfaction is carried out using the Customer Satisfaction Index (CSI) method. The results of the research show that there are five attributes that have a high service gap with a high level of importance but low performance so that priority improvement is needed, namely the location and distance between one bus stop and another bus stop is affordable (B5) with a gap of -0.99; comfort and safety of bus stops (B8) with a gap of -0.80; the interval time between buses (based on the timetable in the GOBIS application) is on time (H3) with a gap of -0.88; officers can provide trust to passengers (J1) with a gap of -0.63; first aid equipment and emergency telephone numbers are available in the bus (J5) with a gap of -0.45. After the calculation, it is found that the value of the Customer Satisfaction Index is 81.32%, so that improvement is still needed for several attributes. Furthermore, the five attributes are recommended for improvement, including changing the distance of the bus stop, redesigning the existing bus stop, making a notice board equipped with an estimated time of arrival and will continue to be updated following conditions in the field, always providing knowledge and direction regarding the officer's job description, and adding first aid kits and emergency telephone numbers.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052307 |
| Uncontrolled Keywords: | SERVQUAL, IPA, CSI, Kepuasan Pelanggan |
| Subjects: | 300 Social sciences > 354 Public administration of economy and environment > 354.7 Public administration of commerce, communications, transportation > 354.76 Transportation |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Unnamed user with username tunjungsari |
| Date Deposited: | 11 Jan 2024 02:50 |
| Last Modified: | 11 Jan 2024 02:50 |
| URI: | http://repository.ub.ac.id/id/eprint/207944 |
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