eprintid: 45726
rev_number: 24
eprint_status: archive
userid: 6668
dir: disk0/00/04/57/26
datestamp: 2025-02-03 14:21:25
lastmod: 2025-03-18 07:27:39
status_changed: 2025-02-03 14:21:25
type: thesis
metadata_visibility: show
creators_name: HALIIM, IRFAN
creators_id: 3333200065
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_name: BHUANA KATILI, PUTIRI
contributors_name: SETIAWAN, HADI
contributors_id: 196211231990032001
contributors_id: 197301252001121001
corp_creators: UNIVERSITAS SULTAN AGENG TIRTAYASA
corp_creators: FAKULTAS TEKNIK
corp_creators: JURUSAN TEKNIK INDUSTRI
title: ANALISIS KUALITAS PELAYANAN PADA INDUSTRI TRANSPORTASI KERETA COMMUTER LINE MERAK
ispublished: pub
subjects: T1
divisions: FT
divisions: Industri
full_text_status: restricted
note: Commuter Line Merak merupakan salah satu moda transportasi kereta di wilayah Banten. Setelah mengalami penurunan jumlah penumpang selama pandemi COVID-19, volume penumpang kembali meningkat signifikan pada periode 2022–2023. Kondisi ini menunjukkan tingginya ketergantungan masyarakat terhadap layanan kereta ini. Oleh karena itu, kualitas pelayanan menjadi elemen kunci dalam memenuhi kebutuhan dan ekspektasi pengguna. Dengan jumlah penumpang yang terus bertambah, kualitas layanan menjadi faktor krusial yang memengaruhi kepuasan dan loyalitas pengguna, maka dilakukan penelitian mengenai analisis kualitas pelayanan pada industri transportasi kereta Commuter Line Merak. Pada penelitian ini menggunakan dimensi Servqual, dengan pemetaan atribut berdasarkan IPA dan model Kano. Metode IPA dilakukan untuk analisis atribut berdasarkan tingkat kepentingan dan kinerja, sedangkan Kano dilakukan untuk mengkategorikan atribut berdasarkan seberapa baik produk atau jasa tersebut memuaskan kebutuhan pelanggan. Dan dilakukan integrasi IPA-Kano untuk mengetahui atribut-atribut yang perlu ditingkatkan atau dipertahankan. Kemudian digunakan analisis 5W+1H sebagai usulan perbaikan terhadap atribut yang perlu ditingkatkan. Hasil penelitian memperoleh 5 atribut prioritas perbaikan, yaitu atribut RE4 (kecukupan jumlah jam pemberangkatan kereta dalam sehari), atribut T3 (kenyamanan suhu di dalam kereta), atribut T9 (kebersihan toilet di stasiun), atribut A1 (keamanan dari kejahatan di dalam kereta), atribut R3 (ketanggapan petugas terhadap keluhan penumpang).
abstract: Commuter Line Merak is a rail transport service in the Banten region, which saw a significant decline in passenger numbers during the COVID-19 pandemic. However, passenger volume has sharply increased during the 2022–2023 period, reflecting the high dependency of the public on this transport service. Consequently, service quality is a crucial factor in meeting the needs and expectations of users. With the increasing number of passengers, service quality plays a crucial role in affecting user satisfaction and loyalty. This research aims to analyze the service quality in the Commuter Line Merak transport industry. This research uses the Servqual dimensions, with attribute mapping based on Importance-Performance Analysis (IPA) and the Kano model. The IPA method is used to analyze attributes based on their level of importance and performance, while the Kano model is used to categorizes attributes based on how well they satisfy customer needs. The integration of IPA and Kano provides insights into the attributes that need improvement or maintenance. Additionally, the 5W+1H analysis method is used to propose improvements for the attributes that require enhancement. The findings identify five priority attributes for improvement: Attribute RE4 (adequacy of the number of train departure hours in a day), attribute T3 (temperature comfort in the train), attribute T9 (cleanliness of toilets at the station), attribute A1 (safety from crime in the train), attribute R3 (responsiveness of officers to passenger complaints).
date: 2024-01-24
date_type: published
pages: 128
institution: Fakultas Teknik Universitas Sultan Ageng Tirtayasa
department: TEKNIK INDUSTRI
thesis_type: sarjana
thesis_name: sarjana
citation:   HALIIM, IRFAN  (2024) ANALISIS KUALITAS PELAYANAN PADA INDUSTRI TRANSPORTASI KERETA COMMUTER LINE MERAK.  S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.   
document_url: https://eprints.untirta.ac.id/45726/1/Irfan%20Haliim_3333200065_Fulltext.pdf
document_url: https://eprints.untirta.ac.id/45726/2/Irfan%20Haliim_3333200065_01.pdf
document_url: https://eprints.untirta.ac.id/45726/3/Irfan%20Haliim_3333200065_02.pdf
document_url: https://eprints.untirta.ac.id/45726/4/Irfan%20Haliim_3333200065_03.pdf
document_url: https://eprints.untirta.ac.id/45726/5/Irfan%20Haliim_3333200065_04.pdf
document_url: https://eprints.untirta.ac.id/45726/6/Irfan%20Haliim_3333200065_05.pdf
document_url: https://eprints.untirta.ac.id/45726/7/Irfan%20Haliim_3333200065_06.pdf
document_url: https://eprints.untirta.ac.id/45726/8/Irfan%20Haliim_3333200065_Ref.pdf
document_url: https://eprints.untirta.ac.id/45726/9/Irfan%20Haliim_3333200065_Lamp.pdf
document_url: https://eprints.untirta.ac.id/45726/10/Irfan%20Haliim_3333200065_CP.pdf