DIAH PRATIWI, EGA (2017) EVALUASI TINGKAT KEPUASAN PENGGUNA JASA TERHADAP KINERJA KRL COMMUTER LINE. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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EVALUASI TINGKAT KEPUASAN PENGGUNA JASA TERHADAP KINERJA KRL COMMUTER LINE (STUDI .PDF Restricted to Registered users only Download (4MB) |
Abstract
Commuter has been launched as a sub-con of PT. KAI (Persero) on 15 September 2008, in the beginning of its existence, Commuter has given many benefits to all users. As one of the land transportations, commuter is also cheap and safe, moreover, it helped passengers to be on time, it doesn’t cost much time because passengers will not be delayed by the traffic, and like other trains, commuter also carry many passengers in one wagon. Those advantages make Commuter become a high-demanding transportation in Indonesia, especially in the rural area. the aim of this research is to evaluate commuter users’ satisfaction with the destination from Tangerang to Duri. This research had been done by using survey methods, the data were gained by spreading questionnaire in Commuter to analyze the relationship between the characteristics of service users with the level of customer satisfaction and of the ministry of the Commuter line directly to the service users using calculation methods (Servqual Service Quality). This research analyzed using 19 attributes that are available on the five dimensions of service quality namely Tangibles, Reliability, Responsivensess, Assurance, Empathy. The value of Servqual shown by searching for the value gap (the gap between the perception of the service provider and consumer expectations. From the sustaibility data shows that the level of service user satisfaction commuter line in the category of very well with the assessment of 88,77 %. The results of the analysis of the level of service quality to customer satisfaction is Tangibles -0,3068, Reliability -0,425, Responsivensess -0,5364, Assurance - 0,5409, Empathy -0,6046. The value of customer satisfaction is categorized as not satisfied so that the level of quality in the service of commuter line Tangerang to Duri is considered not to meet the needs and wishes of the customer.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Pada awal peresmian Commuter menjadi anak perusahaan PT. Kereta Api (Persero) pada tanggal 15 September 2008, Keunggulan Commuter sebagai alat transportasi darat yang murah, aman, cepat, hemat lahan dan mampu mengangkut penumpang dalam jumlah banyak, menjadikan Commuter sebagai alat angkut yang dibutuhkan masyarakat, terutama masyarakat menengah kebawah. Penelitian ini bertujuan untuk mengetahui evaluasi tingkat kepuasan pengguna jasa terhadap kinerja Commuter line tujuan Tangerang ke Duri. Penelitian ini menggunakan metode survei lapangan dengan melakukan penyebaran kuisoner di dalam Commuter untuk menganalisa hubungan antara karakteristik pengguna jasa dengan tingkat kepuasan dan tentang pelayanan Commuter line secara langsung ke pengguna jasa dengan menggunakan metode perhitungan Servqual (Service Quality). Penelitian ini dianalisis dengan menggunakan 19 atribut yang tersedia pada lima dimensi kualitas jasa yaitu Tangibles, Reliability, Responsivensess, Assurance, Empathy. Nilai Servqual ditunjukkan dengan mencari nilai gap (kesenjangan) antara persepsi penyedia jasa dan harapan konsumen. Dari data rata-rata tingkat kesesuaian menunjukan bahwa tingkat kepuasan pengguna jasa commuter line berada di kategori sangat baik dengan penilaian sebesar 88,77 %. Hasil analisis tingkat kualitas pelayanan terhadap kepuasan pelanggan adalah Tangibles -0,3068, Reliability -0,425, Responsivensess -0,5364, Assurance -0,5409, Empathy -0,6046. Seluruh nilai tingkat kepuasan pelanggan dikategorikan tidak puas sehingga tingkat kualitas pada pelayanan commuter line Tangerang ke Duri dianggap belum memenuhi kebutuhan dan keinginan pelanggan. | |||||||||
| Subjects: | T Technology > T Technology (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 22201-Jurusan Teknik Sipil |
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| Depositing User: | Admin Eprints Untirta | |||||||||
| Date Deposited: | 09 Nov 2021 09:10 | |||||||||
| Last Modified: | 09 Nov 2021 09:10 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/4620 |
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