GANDAMANAH, VIRCA (2026) EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK PCI-CILEGON DI KOTA CILEGON DENGAN MENGGUNAKAN METODE SERVQUAL. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
Urban public transportation on the PCI route in Cilegon City plays an important role in supporting urban community mobility; however, the quality of the services provided still needs to be evaluated to meet user expectations. This study aims to evaluate service performance and measure the level of user satisfaction with urbanpublic transportation on the PCI route. The research method employed aquantitative approach by distributing questionnaires to 100 respondents selected using probability sampling, with data analysis conducted using the SERVQUAL method, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results indicate that all service dimensions have negative gap values, suggesting that service performance has not met user expectations. The tangible and assurance dimensions show the largest gap values, at –1.113 and –1.070, respectively, making them the top priorities for improvement. Based on these findings, it can be concluded that efforts to improve the quality of service for urban public transportation on the PCI route should focus on improving vehicle condition and feasibility, cleanliness and comfort of facilities, as well as enhancing safety and driver professionalism to increase users’ sense of security and trust.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Angkutan perkotaan trayek PCI di Kota Cilegon memiliki peran penting dalam mendukung mobilitas masyarakat perkotaan, namun kualitas pelayanan yang diberikan masih perlu dievaluasi agar sesuai dengan harapan pengguna. Penelitian ini bertujuan untuk mengevaluasi kinerja pelayanan serta mengukur tingkat kepuasan pengguna angkutan perkotaan trayek PCI. Metode penelitian yang digunakan adalah pendekatan kuantitatif melalui penyebaran kuesioner kepada 100 responden yang dipilih menggunakan teknik probability sampling, dengan analisis data menggunakan metode SERVQUAL yang mencakup dimensi tangible, reliability, responsiveness, assurance, dan empathy. Hasil penelitian menunjukkan bahwa seluruh dimensi pelayanan memiliki nilai kesenjangan (gap) negatif, yang menandakan bahwa kinerja pelayanan belum memenuhi harapan pengguna. Dimensi bukti fisik dan jaminan menunjukkan nilai gap terbesar, masing-masing sebesar –1,113 dan –1,070, sehingga menjadi prioritas utama perbaikan. Berdasarkan hasil tersebut, dapat disimpulkan bahwa peningkatan kualitas pelayanan angkutan perkotaan trayek PCI perlu difokuskan pada perbaikan kondisi dan kelayakan kendaraan, kebersihan dan kenyamanan fasilitas, serta peningkatan keselamatan dan profesionalisme pengemudi guna meningkatkan rasa aman dan kepercayaan pengguna. | |||||||||
| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) | |||||||||
| Divisions: | 03-Fakultas Teknik > 22201-Jurusan Teknik Sipil | |||||||||
| Depositing User: | Virca Vera Fazrin Gandamanah | |||||||||
| Date Deposited: | 29 Jan 2026 01:58 | |||||||||
| Last Modified: | 29 Jan 2026 01:58 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/57704 |
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