Analysis of Quality Service of Kampung Rambutan Bus Station Based on User Satisfaction

Main Authors: Kurniawati, Rizka, Tinumbia, Nuryani
Format: Article info application/pdf eJournal
Bahasa: eng
Terbitan: Jurnal Infrastruktur , 2019
Subjects:
Online Access: http://journal.univpancasila.ac.id/index.php/infrastruktur/article/view/1130
http://journal.univpancasila.ac.id/index.php/infrastruktur/article/view/1130/733
ctrlnum article-1130
fullrecord <?xml version="1.0"?> <dc schemaLocation="https://www.openarchives.org/OAI/2.0/oai_dc/ https://www.openarchives.org/OAI/2.0/oai_dc.xsd"><title lang="en-US">Analysis of Quality Service of Kampung Rambutan Bus Station Based on User Satisfaction</title><title lang="id-ID">ANALISIS KUALITAS PELAYANAN FASILITAS TERMINAL KAMPUNG RAMBUTAN BERDASARKAN TINGKAT KEPUASAN PENGGUNA</title><creator> Kurniawati, Rizka</creator><creator>Tinumbia, Nuryani</creator><subject lang="en-US">Service Quality</subject><subject lang="en-US">Bus Station</subject><subject lang="en-US">Importance-Performance Analysis</subject><subject lang="id-ID">Kualitas Pelayanan</subject><subject lang="id-ID">Terminal Bus</subject><subject lang="id-ID">Importance-Performance Analysis</subject><description lang="en-US">The existence of a bus station in the transportation network is very important, because it is a place of modal transfer. Kampung Rambutan bus station is a Type-A bus station that serves transportation of intercity interprovincial (AKAP) and intercity within DKI Jakarta (AKDP). Thus the performance of the terminal is very important in order to support the smooth running, safety and comfort of passengers in modal transfer. This study aims to determine the service quality of Kampung Rambutan bus station to user satisfaction, determine the existing performance based on Minimum Service Standards (SPM), and provide recommendations for improving the facilities of Kampung Rambutan bus station. The survey was conducted by distributing questionnaires to the users (passengers) and inventorying the existing condition of the bus station. Analysis using Importance-Performance Analysis (IPA) and descriptive statistics. The analysis shows that there are several indicators become the main priority for improvement according to the users, namely facilities for disability users, delivery of bus departure and arrival information, safety and comfort.</description><description lang="id-ID">Keberadaan terminal dalam jaringan transportasi sangat penting, sebab merupakan tempat perpindahan moda. Terminal bus Kampung Rambutan merupakan terminal Tipe-A yang melayani hilir mudik penumpang dari dan ke berbagai kota di provinsi lain maupun berbagai tempat di dalam DKI Jakarta. Sehingga kinerja terminal adalah hal yang sangat penting agar dapat menunjang kelancaran, keamanan dan kenyamanan penumpang dalam berpindah moda. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan terminal Kampung Rambutan terhadap kepuasan pengguna, mengetahui kinerja eksisting terminal berdasarkan Standar Pelayanan Minimal (SPM), dan memberi rekomendasi perbaikan pelayanan fasilitas Terminal Kampung Rambutan. Survey dilakukan dengan penyebaran kuisioner kepada pengguna terminal (penumpang) dan inventarisasi kondisi eksisting terminal. Analisis dilakukan dengan menggunakan Importance-Performance Analysis (IPA) dan statistik deskriptif. Hasil analisis menunjukkan bahwa terdapat beberapa indikator menjadi prioritas utama yang harus diperbaiki menurut pengguna terminal yaitu fasilitas bagi pengguna berkebutuhan khusus (difabel), penyampaian informasi keberangkatan dan kedatangan bus, keamanan dan kenyamanan.</description><publisher lang="en-US">Jurnal Infrastruktur</publisher><date>2019-12-05</date><type>Journal:Article</type><type>Other:info:eu-repo/semantics/publishedVersion</type><type>Journal:Article</type><type>File:application/pdf</type><identifier>http://journal.univpancasila.ac.id/index.php/infrastruktur/article/view/1130</identifier><identifier>10.35814/infrastruktur.v5i2.1130</identifier><source lang="en-US">Jurnal Infrastruktur ; Vol 5 No 2 (2019): Jurnal Infrastruktur; 105 - 110</source><source>2540-9212</source><source>2476-9339</source><source>10.35814/infrastruktur.v5i2</source><language>eng</language><relation>http://journal.univpancasila.ac.id/index.php/infrastruktur/article/view/1130/733</relation><rights lang="en-US">Copyright (c) 2019 Jurnal Infrastruktur</rights><rights lang="en-US">https://creativecommons.org/licenses/by-nc-sa/4.0</rights><recordID>article-1130</recordID></dc>
language eng
format Journal:Article
Journal
Other:info:eu-repo/semantics/publishedVersion
Other
File:application/pdf
File
Journal:eJournal
author Kurniawati, Rizka
Tinumbia, Nuryani
title Analysis of Quality Service of Kampung Rambutan Bus Station Based on User Satisfaction
publisher Jurnal Infrastruktur
publishDate 2019
topic Service Quality
Bus Station
Importance-Performance Analysis
Kualitas Pelayanan
Terminal Bus
url http://journal.univpancasila.ac.id/index.php/infrastruktur/article/view/1130
http://journal.univpancasila.ac.id/index.php/infrastruktur/article/view/1130/733
contents The existence of a bus station in the transportation network is very important, because it is a place of modal transfer. Kampung Rambutan bus station is a Type-A bus station that serves transportation of intercity interprovincial (AKAP) and intercity within DKI Jakarta (AKDP). Thus the performance of the terminal is very important in order to support the smooth running, safety and comfort of passengers in modal transfer. This study aims to determine the service quality of Kampung Rambutan bus station to user satisfaction, determine the existing performance based on Minimum Service Standards (SPM), and provide recommendations for improving the facilities of Kampung Rambutan bus station. The survey was conducted by distributing questionnaires to the users (passengers) and inventorying the existing condition of the bus station. Analysis using Importance-Performance Analysis (IPA) and descriptive statistics. The analysis shows that there are several indicators become the main priority for improvement according to the users, namely facilities for disability users, delivery of bus departure and arrival information, safety and comfort.
Keberadaan terminal dalam jaringan transportasi sangat penting, sebab merupakan tempat perpindahan moda. Terminal bus Kampung Rambutan merupakan terminal Tipe-A yang melayani hilir mudik penumpang dari dan ke berbagai kota di provinsi lain maupun berbagai tempat di dalam DKI Jakarta. Sehingga kinerja terminal adalah hal yang sangat penting agar dapat menunjang kelancaran, keamanan dan kenyamanan penumpang dalam berpindah moda. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan terminal Kampung Rambutan terhadap kepuasan pengguna, mengetahui kinerja eksisting terminal berdasarkan Standar Pelayanan Minimal (SPM), dan memberi rekomendasi perbaikan pelayanan fasilitas Terminal Kampung Rambutan. Survey dilakukan dengan penyebaran kuisioner kepada pengguna terminal (penumpang) dan inventarisasi kondisi eksisting terminal. Analisis dilakukan dengan menggunakan Importance-Performance Analysis (IPA) dan statistik deskriptif. Hasil analisis menunjukkan bahwa terdapat beberapa indikator menjadi prioritas utama yang harus diperbaiki menurut pengguna terminal yaitu fasilitas bagi pengguna berkebutuhan khusus (difabel), penyampaian informasi keberangkatan dan kedatangan bus, keamanan dan kenyamanan.
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