ANALISIS PELAYANAN ANGKUTAN SEWA BERDASARKAN TINGKAT KEPUASAN PENGGUNA JASA (STUDI KASUS : SHUTTLE BUS PUTRA KJU )

ANDINI, AYU (2019) ANALISIS PELAYANAN ANGKUTAN SEWA BERDASARKAN TINGKAT KEPUASAN PENGGUNA JASA (STUDI KASUS : SHUTTLE BUS PUTRA KJU ). S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.

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Abstract

Congestion on every road is increasing. The government is increasingly trying to overcome these problems, especially in the field of transportation. Many things have been done, one of which is by improving rental transportation services. This study was directed to determine the characteristics of Putra KJU shuttle bus service users, to determine the performance and expectations of the Putra KJU shuttle bus service with PM Minister of Transportation Decree Number 108 of 2017. The method used was Service Quality by using SPSS 16.0 software to get the results of the validity and reliability test and using a SWOT analysis to assess internal and external factors of the shuttle bus itself. The results of the 13 characteristics obtained were the number of women with the majority age between 20 years to 40 years preferring to use rental transportation rather than using private transportation with an average income above Rp. 4,500,000. Service performance value was 3.86 and service expectancy value was 4.33 where the number was said to be good on a scale of 1 to 5 on servqual calculations. For the achievement value of each attribute, namely, tangible at 87.5%, reliability at 86.5%, assurance at 87.74%, responsiveness at 91.05%, and empathy at 84.39%. The value of user satisfaction was very good including the average value of the satisfaction of users of the Putra Bus KJU Shuttle Bus 87.8% of 100%

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Thesis (S1)

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