IRIANA, SALMA EKA (2026) Evaluasi Kinerja Angkutan Perkotaan Trayek Cilegon - PCI di Kota Cilegon Menggunakan Metode Importance Perfomance Analysis (IPA). S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
This study to evaluate the service perfomance of urban transportation on the Cilegon – PCI route in Cilegon City based on users perceptions and expectations. Urban public transportation plays an important role in supporting community mobility; therefore the quality of services provifded needs to be evaluated periodically in order to improve user satisfaction. The method used in this study is Importance Performance Analysis (IPA). Data were collected through the distribution of questionnaires using a 1–5 Likert scale, covering 25 service indicators grouped into aspects of comfort, safety and security, punctuality, accessibility, and travel cost and fare. The results of the analysis show that the total level of conformity is 69.06%, with an overall gap value of −35.75 and an average overall gap value of −1.43. Based on the IPA quadrant mapping, there are 4 indicators in quadrant I, 4 indicators in quadrant II, 7 indicators in quadrant III, and 7 indicators in quadrant IV. The conformity level, gap values, and cartesian diagram indicate that several service attributes have a high level of importance but low performance, thus requiring immediate improvement. Overall, the service performance of urban public transportation on the Cilegon–PCI route still needs to be improved in order to optimally meet users expectations.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujan untuk mengevaluasi kinerja pelayanan angkutan perkotaan trayek Cilegon – PCI di Kota Cilegon berdasrkan persepsi dan harapan pengguna jasa. Angkutan Perkotaan memiliki peran penting dalam menunjang mobilitas masyarakat, sehingga kualitas pelayanan yang diberikan perlu dievaluasi secara berkala guna meningkatakan kepuasan pengguna. Metode yang digunakan dalam penelitian ini adalah metode Importance Perfomance Analysis (IPA). Data dikumpulkan melalui penyebaran kuesioner dengan skala Likert 1-5 yang mencakup 25 indikator pelayanan yang dilkelompokkan ke dalam aspek kenyamanan, keamanan dan keselamatan, ketepatan waktu, aksesibilitas, serta tarif biaya perjalanan. Hasil analisis menunjukkan nilai tingkat kesesuaian total sebesar 69,06% dan hasil keseluruhan nilai gap yang didapatkan yaitu sebesar -35,75 dan rata – rata keseluruhan nilai gap sebesar -1,43. Berdasarkan pemetaan IPA pada kuadran I terdapat 4 Indikator, pada kuadran II terdapat 4 indikator, pada kuadran III terdapat 7 indikator, dan pada kuadran IV terdapat 7 indikator. Berdasarkan nilai tingkat kesesuaian total, nilai gap, dan hasil kartesius tingkat kepentingan tinggi namun kinerjanya masih rendah sehingga perlu segera dilakukan perbaikan. Secara keseluruhan kinerja pelayanan angkutan perkotaan trayek Cilegon – PCI masih perlu ditingkatkan agar dapat memenuhi harapan pengguna jasa secara optimal. | |||||||||
| 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: | Mrs Salma Eka iriana | |||||||||
| Date Deposited: | 02 Feb 2026 02:16 | |||||||||
| Last Modified: | 02 Feb 2026 02:16 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/57847 |
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