neng suci, lestari (2026) EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK CILEGON - BOJONEGARA DI KOTA CILEGON DENGAN MENGUNAKAN METODE SERVQUAL. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
This study aims to evaluate the service quality of urban transportation operating on the Cilegon–Bojonegara route using the SERVQUAL method, which assesses the gap between passengers’ perceptions and expectations across five service dimensions. Data were collected through questionnaires and field observations. The results show that all service dimensions have negative gap values, indicating that the service quality 3,184 does not meet passenger expectations 4,005 . The largest gap is found in the Assurance dimension with a value of –0.960, followed by Tangibles, Empathy, and Reliability. Meanwhile, the Responsiveness dimension has the smallest gap value of –0.663. These findings imply that passenger comfort and safety remain major concerns, particularly due to drivers’ reckless driving behavior. Recommendations for improvement include enhancing safety by optimizing driving speeds to avoid reckless driving, improving punctuality through better travel-time management, and providing clearer route and itinerary information. These improvements are expected to increase the service quality of urban transportation and enhance passenger satisfaction. Keywords: urban transportation, service quality, transportation services, SERVQUAL, passenger satisfaction.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini mengevaluasi kualitas pelayanan angkutan perkotaan trayek cilegon – bojonegara menggunakan metode SERVQUAL, yang menilai kesenjangan antara persepsi dan harapan penumpang pada lima dimensi layanan. Data diperoleh melalui kuesioner dan observasi lapangan. Hasil penelitian menunjukan seluruh dimensi memiliki gap negatif , dengan rata rata persepsi 3,184 dan harapan 4,005 Gap terbesar ada pada dimensi jaminan dengan nilai gap -0,960, diikuti bukti fisik, empati dan keandalan. Sedangkan daya tanggap memiliki gap terkecil dengan nilai -0,663. Hal ini menandakan bahwa pelayanan angkutan kota belum memenuhi espektasi penumpang,terutama terkait kenyamanan penumpang dan keselamatan, sopir mengendarai secara ugal- ugalan. Rekomendasi perbaikan meliputi Meningkatkan kualitas keselamatan angkutan kota dengan cara mengoptimalkan kecepatan berkendara agar tetap aman dan tidak ugal ugal – ugalan, Meningkatkan ketepatan waktu dan kejelasan rute dengan cara optimalkan waktu tempuh agar tidak terlampat, menyediakan rute dan trayek yang lebih jelas kepada penumpang. Perbaikan tersebut diharapkan dapat meningkatkan kualitas layanan dan kepuasan pelanggan. Kata kunci: Angkutan perkotaan, pelayanan transportasi , kualitas layanan , SERVQUAL, kepuasan penumpang. | |||||||||
| Uncontrolled Keywords: | Angkutan perkotaan, pelayanan transportasi , kualitas layanan , SERVQUAL, kepuasan penumpang. urban transportation, service quality, transportation services, SERVQUAL, passenger satisfaction. | |||||||||
| Subjects: | Communication > Communication (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 22201-Jurusan Teknik Sipil |
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| Depositing User: | Unnamed user with email [email protected] | |||||||||
| Date Deposited: | 11 Feb 2026 04:26 | |||||||||
| Last Modified: | 24 Feb 2026 02:03 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/58210 |
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