Salsabilla, Adinda Talia (2026) EVALUASI KINERJA ANGKUTAN PERKOTAAN TRAYEK CILEGON – BOJONEGARA DI KOTA CILEGON DENGAN MENGGUNAKAN METODE IMPORTANT- PERFORMANCE ANALYS. S1 thesis, FAKULTAS TEKNIK UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
The Cilegon–Bojonegara (A.02) urban transport route plays an important role in supporting community mobility; however, its service quality requires evaluation to determine the alignment between user expectations and actual performance. This study aims to analyze the level of importance and performance of urban transport services using the Importance Performance Analysis (IPA) method with 22 assessment attributes. Data were collected through questionnaires distributed to angkot users and processed to determine the position of each attribute within the Cartesian diagram.The results show that all attributes have negative gap values, indicating that current service performance does not yet meet user expectations. Attributes related to safety, driver behavior, and trip orderliness fall into Quadrant A (High Priority), requiring immediate improvement. Attributes such as cleanliness, seat feasibility, and affordable fares are positioned in Quadrant B (Maintain Performance). Meanwhile, other attributes fall into Quadrants C and D, indicating relatively lower importance levels. Overall, the performance of route A.02 still needs improvement, particularly in enhancing safety measures, improving driver service quality, and maintaining vehicle conditions. This study provides recommendations for operators and local governments to develop strategies for improving the quality of urban transportation services in the Cilegon–Bojonegara area. Keywords: Urban transport, service performance, Importance Performance Analysis, user satisfaction.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Angkutan perkotaan trayek Cilegon–Bojonegara (A.02) memiliki peranan penting dalam mobilitas masyarakat, namun kualitas pelayanannya masih perlu dievaluasi untuk mengetahui kesesuaian antara harapan dan kinerja yang diterima pengguna. Penelitian ini bertujuan menganalisis tingkat kepentingan dan kinerja pelayanan angkutan perkotaan menggunakan metode Importance Performance Analysis (IPA) dengan 22 atribut penilaian. Data diperoleh melalui kuesioner kepada pengguna angkot dan diolah untuk menentukan posisi masing-masing atribut dalam diagram Kartesius. Hasil penelitian menunjukkan bahwa seluruh atribut memiliki nilai gap negatif, sehingga kinerja pelayanan belum mencapai tingkat kepentingan pengguna. Atribut keselamatan, perilaku sopir, dan ketertiban perjalanan berada pada Kuadran A (Prioritas Utama) dan membutuhkan perbaikan segera. Atribut seperti kebersihan, kelayakan kursi, dan tarif terjangkau berada pada Kuadran B (Pertahankan Kinerja). Sementara itu, sebagian atribut lain masuk Kuadran C dan D yang menunjukkan tingkat kepentingan relatif lebih rendah. Secara umum, kinerja angkutan A.02 masih perlu ditingkatkan melalui penguatan aspek keselamatan, peningkatan kualitas pelayanan sopir, serta pemeliharaan armada. Penelitian ini memberikan masukan bagi pengelola dan pemerintah daerah dalam merumuskan strategi peningkatan kualitas angkutan perkotaan di wilayah Cilegon Bojonegara. Kata Kunci : Angkutan perkotaan, Kinerja pelayanan, Importance Performance Analysis, Kepuasan pengguna. | |||||||||
| Subjects: | H Social Sciences > HE Transportation and Communications Communication > Science Journalism T Technology > TA Engineering (General). Civil engineering (General) Communication > Communication (General) |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 22201-Jurusan Teknik Sipil |
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| Depositing User: | Mahasiswa Adinda Talia Salsabilla | |||||||||
| Date Deposited: | 11 Feb 2026 05:03 | |||||||||
| Last Modified: | 11 Feb 2026 05:03 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/58242 |
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