Mulyanah, yana (2025) ANALISIS TINGKAT PELAYANAN STASIUN BATU CEPER BERDASARKAN PREFERENSI PENUMPANG. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
Optimal station service is essential in supporting the comfort and satisfaction of transportation service users. This study aims to analyze the service level of Batu Ceper Station based on user perceptions using the Importance Performance Analysis (IPA) method. The evaluation was conducted on 25 service attributes, covering facilities, comfort, and ease of access. Data were collected through questionnaires distributed to passengers, the majority of whom were aged 20–30 years, consisting of students and workers who use public transportation. The results show that the attribute with the highest satisfaction and importance score is the payment system (satisfaction 3.88; importance 4.21), while the attribute with the lowest scores is noise level (satisfaction 3.26; importance 3.74). Five attributes with the largest negative gaps that require improvement include public toilet facilities (-0.64), facilities for persons with disabilities (-0.64), signage for connecting transportation (-0.59), safety equipment such as fire extinguishers (-0.56), and the condition of the prayer room (-0.53). Based on Ministry of Transportation Regulation No. 63 of 2019, Batu Ceper Station has met 24 out of 25 service attributes (89.35%), with the exception of directional signage. The overall average user satisfaction level reached 3.63 or 89.35% of the expected value. Through IPA analysis, it was found that several attributes such as toilets, prayer rooms, and disability facilities fall into quadrant A (high priority), indicating the need for immediate improvement to optimize service quality at Batu Ceper Station.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Analisis tingkat pelayanan stasiun diperlukan untuk memberikan gambaran yag objektif mengenei kinerja stasiun dalam melayani penumpang. Evaluasi melibatkan identifikasi kapasitas fasilitas, waktu tunggu penumpang, serta persepsi pengguna terhadap kualitas pelayanan. Perumusan masalah mengenai sampai sejauh mana tingkat kepuasan dan kepentingan pelanggan atau pengguna terhadap sistem pelayanan stasiun batu ceper, maka digunakan importance Performance Analysis (IPA). Dari 25 atribut layanan fasilitas Stasiun Batu Ceper menunjukan bahwa atribut dengan kepuasan tertinggi adalah sistem pembayaran dengan nilai 3,88 dan kepentingan tertinggi juga pada sisitem pembayaran 4,21. Sementara itu, atribut dengan kepuasan terendah adalah kebisingan dengn 3,26 dan kepentingan terendah 3,74. Lima atribut dengan gap terbesar perlu diperbaiki adalah toilet umum -0,64, fasilitas disabilitas dengan nilai -0,64, penenda transportasi lanjutan -0,59, peralatan keselamatan seperti APAR -0,56 dan kondisi mushola -0,53, yang menunjukkan perlunya peningkatan kualitas layanan. Mayoritas pengguna Stasiun Batu Ceper berusia 20-30 Tahun, didominasi oleh pelajar, mahasisiw dan pekerja, serta menggunakan angkutan umum. Berdasarkan Permenhub No 63 Tahun 2019, stasiun ini memenuhi 24 dari 25 atribut 89,35%. Kecuali petunjuk arah. Tingkat kepuasan pengguna mencapai 89,35% dengan skor rata – rata 3,63. Melalui analisis IPA, ditemukan bahwa toilet,mushola dan fasilitas disabilitas perlu menjadi prioritas peningkatan layanan. | |||||||||
| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 22201-Jurusan Teknik Sipil |
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| Depositing User: | Mulyanah Y M | |||||||||
| Date Deposited: | 07 Aug 2025 02:22 | |||||||||
| Last Modified: | 07 Aug 2025 02:22 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/53562 |
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