ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN BUS RAPID TRANSIT,SURABAYA (Studi Kasus: Pelayanan Suroboyo Bus)

  • Royyan Firdaus Narotama University
  • Atik Wahyuni Narotama University
  • Julistyana Tistogondo Narotama University
Keywords: Customer Satisfaction, BRT Service, Bus Suroboyo, (IPA) Importance - Performance Analysis

Abstract

Suroboyo Bus is a type of bus based on Bus Rapid Transit. This public transportation is a new transportation issued by the Surabaya City Government with various routes in the middle of the City. The newly opened route is the MERR-Gunung Anyar route. Therefore, the study was conducted to determine the assessment of customers on the service quality of Suroboyo Bus.  In this study, the independent variable uses the SERVQUAL (Service Quality) method which has five important dimensions, namely Tangible (X1), Assurance (X2), Reliability (X3), Responsiveness (X4), and Empathy (X5). While the dependent variable is the quality of service infrastructure (Y). The number of samples is 100 respondents using multiple linear regression analysis and a method of importance performance analysis (IPA). The five independent variables have a significant effect on the dependent variable simultaneously and there are several independent variables that have partial influence. Based on the research results, the performance of the services provided has not met the expectations of customers / passengers. But the customer feels that the services provided are quite satisfying. As well as there are several infrastructures that must be prioritized for repair, namely the addition of shelter buildings along withinfrastructure, and the responsiveness of officers in order to increase the level of customer satisfaction and service quality.

References

Budiono, Fahrizal Lukman. 2013. Persepsi dan Harapan Pengguna terhadap Kualitas Layanan Data pada Smartphone di Jakarta. Buletin Pos dan Telekomunikasi, Vol.11 No.2 Juni 2013 : 93-108.
Costa, M., Deme E., Jacquier, A., dan Michel, F., 1997. Multiple Tertiary Interactions Involving Domain Of Group Self Splicing Introns, J Mol Boil, in press.
Daryanto & Ismanto Setyobudi. 2014. Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media.
Fandy, Tjiptono. 2011. Service Management Mewujudkan Layanan Prima. Edisi 2. Yogyakarta: Andi.
Hardiansyah. 2011. Kualitas Pelayanan Publik, Yogyakarta: Gaya Media.
Irawan, Handi. 2002. 10 Prinsip Kepuasan Pelanggan. Jakarta. Elex Media Komputindo.
Kotler, Philip.2003. Manajemen Pemasaran. Edisi kesebelas, Jakarta: Indeks kelompok Gramedia.
Kusumaningrum, Dwi Meita. 2012. Skripsi Kepuasan Pengguna Layanan Bus Rapid Transit (Studi Deskriptif Kuantitatif Tingkat Kepuasan Penumpang Batik Solo Trans di Kota Surakarta. Universitas Sebelas Maret. Surakarta.
Martilla, J.A. and James, J.C. 1977. Importance-Performance Analysis. Journal of Marketing, Vol. 41 No. 1, pp. 77-9.
Ridwan, Juniarso dan Sodik Sudrajat, achmad. 2009. Hukum Administrasi Negara dan Kebijakan Pelayanan Publik. Bandung: Nuansa.
Schiffman dan Kanuk. 2004. Perilaku Konsumen. Edisi 7. Prentice Hall. Jakarta.
Schipper, L., Marie-Lilliu, C. and Gorham, R. 2000. Flexing The Link Between Transport And Greenhouse Gas Emissions. A Path For The World Bank. International Energy Agency Paris, pp. 17-19.
Tolba, M, K. and Saab, N, W. 2008. Arab Environment Future Challenges. Report Of The Arab Forum For Environment And Development (AFED).
Warpani, Suwardjoko. 1990. Merencanakan Sistem Perangkutan. Bandung : Penerbit ITB.
Published
2021-04-28
Abstract viewed = 7 times
PDF (Bahasa Indonesia) downloaded = 3 times