Peningkatan Kualitas Pelayanan Penumpang Angkutan Massal Trans Padang

Rendy, Kaban (2016) Peningkatan Kualitas Pelayanan Penumpang Angkutan Massal Trans Padang. Diploma thesis, Universitas Andalas.

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Abstract

Transport or transportation is a very important field of activity in the life of the Indonesian people. The importance of transport for the people of Indonesia are caused by several factors, such as geographical situation of Indonesia which consists of thousands of small and large islands. In urban areas transport usage is dominated by jobs and education. However, if the growth of means of transportation used in employment and education are not controlled, there is a gap of vehicles on city streets, causing traffic jams. One way to suppress the growth of vehicles in urban areas is through the development of mass transportation. Urban mass transportation is expected to reduce the growth of transportation by providing outstanding service quality for consumers. To create it, the facilities are there to be adapted to the wishes of consumers. This study aims to measure customer satisfaction with the facilities of mass transportation Trans Padang that exist for this and propose improvement of mass transportation facilities existing Trans Padang. The data used in the processing of data this study were obtained from questionnaires given to consumers. The data collected is processed using three methods, namely SERVQUAL method to determine the value of passenger satisfaction, the Customer Satisfaction Index to determine the percentage of passenger satisfaction, and the Importance-Performance Analysis identifies priorities for upgrading of existing facilities. The results obtained are found on the dimensions of tangibles and empathy only one statement of services that satisfy consumers, while on the dimensions of reliability, assurance, and responsiveness no statements that satisfy consumers. Overall CSI value 69,48. Tangibles dimension has a value of 63.35 CSI, CSI reliability dimension has a value of 73.23%, the assurance dimension to the value of 77.99% CSI, CSI dimension of empathy has a value of 86.20%, and the dimensions of responsiveness has a value of 60.24% CSI. IPA data processing method that statement needs to be improved is the revelation that is in Quadrant Quadrant A and B. Keywords : Quality of Service, Mass Transportation, Costumer Satisfaction Index, Importance-Performance Analysis.

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