ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN BUS RAPID TRANSIT,SURABAYA (Studi Kasus: Pelayanan Suroboyo Bus)

2021 ◽  
Vol 9 (1) ◽  
pp. 47-56
Author(s):  
Royyan Firdaus ◽  
Atik Wahyuni ◽  
Julistyana Tistogondo
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Bus Rapid Transit ◽  
Rapid Transit

Suroboyo Bus merupakan jenis bus yang berbasis Bus Rapid Transit. Transportasi umum ini adalah transportasi baru yang dikeluarkan oleh Pemerintah Kota Surabaya dengan berbagai jalur di tengah Kota. Rute yang baru dibuka yaitu di rute MERR-Gunung Anyar. Oleh karena itu, penelitian dilakukan untuk mengetahui penilaian dari pelanggan terhadap kualitas pelayanan Suroboyo Bus. Dalam penelitian ini, variabel independennya menggunakan metode SERVQUAL (Service Quality) yang memiliki lima dimensi penting yaitu Tangible (X1), Assurance (X2), Reliability (X3), Responsiveness (X4), dan Empathy (X5). Sedangkan variabel dependennya adalah Kualitas Infrastruktur Pelayanan (Y). jumlah sampel sebanyak 100 responden dengan menggunakan analisis regresi linier berganda dan metode importance performance analysis (IPA). Kelima variabel independen berpengaruh signifikan terhadap variabel dependen secara simultan dan ada beberapa variabel independen yang berpengaruh secara parsial. Berdasarkan hasil penelitian, kinerja pelayanan yang diberikan belum memenuhi harapan pelanggan/penumpang. Tetapi pelangaan merasa bahwa pelayanan yang diberikan sudah cukup memuaskan. Serta terdapat beberapa infrastruktur yang harus diprioritaskan untuk diperbaiki yaitu penambahan bangunan halte beserta infrastrukturnya, dan ketanggapan petugas guna meningkatkan tingkat kepuasan pelanggan dan kualitas pelayanan.   Kata kunci: Kepuasan Pelanggan, Pelayanan BRT, Suroboyo Bus, Importance-Performance Analysis (IPA).

scholarly journals The bus rapid transit system: A service quality dimension of commuter uptake in Cape Town, South Africa

2014 ◽  
Vol 8 (1) ◽  
Author(s):  
Prince D. Ugo
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Quantitative Research ◽  
Stated Preference ◽  
Cape Town ◽  
Bus Rapid Transit ◽  
Rapid Transit ◽  
Transit System ◽  
Area Of Interest ◽  
The City

This study evaluated commuter uptake of the bus rapid transit (BRT) system in Cape Town,South Africa. As a stated preference survey was not carried out prior to the launch of the new BRT system in the City of Cape Town, it became difficult to assess commuters’ preferences,which would have provided City policymakers and planners with an understanding of customer satisfaction of the proposed bus service. The commuting trend of the BRT system in the City indicates that tickets sales and utilisation by commuters is gradually picking up, but one would have expected high commuter engagement in terms of the modernity profile of the BRT system. This study investigated commuters’ (n = 260) satisfaction levels with 30 service quality variables on a self-rated questionnaire, using quantitative research methodology.The study result showed that passengers were not satisfied with the transport fare and the availability or accessibility of ticket sales outlets. In the context of this study, this result implies that the ‘responsiveness and affordability’ variable of the service quality dimensions should be an area of interest and review to City of Cape Town policymakers and planners. Service quality trends in public transport were also highlighted.

scholarly journals Penentuan Prioritas Perbaikan Kualitas Layanan TransJakarta dengan Menggunakan Metode IPA-PGCV

2015 ◽  
Vol 4 (2) ◽  
pp. 64
Author(s):  
Ronald Sukwadi ◽  
~ Jufina
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Transportation Cost ◽  
Transportation System ◽  
Bus Rapid Transit ◽  
Rapid Transit ◽  
Priority Level ◽  
Public Transportation System

<p>TransJakarta was a Bus Rapid Transit (BRT) system in Jakarta. It was designed to provide Jakarta<br />citizens with a fast public transportation system to help reduce rush hour traffic. After operating more than<br />one decade, many suggestions and critics were given related to service quality. IPA and PGCV methods were<br />applied to determine which service attributes should be improved and their priorities. In this research, eight<br />service attributes were identified as critical attributes (on first quadrant of IPA diagram). The higher value of<br />PGCV index indicated the priority level of attributes. Based on its priority level, the order were 1) easiness<br />of giving suggestions, 2) ticket queue, 3) easiness of complaints, 4) the facilities for passengers with special<br />needs, 5) employees appearance, 6) transportation cost, 7) accessibility, and 8) the number of bus.</p>

Performance Analysis of Metropolitan Bus Rapid Transit Line via Generalized Stochastic Petri Nets

2020 ◽  
Vol 146 (1) ◽  
pp. 05019019
Author(s):  
Katarini Wanini Gonçalves de Araújo ◽  
Maurício Oliveira de Andrade ◽  
Ricardo Massa Ferreira Lima ◽  
César Augusto Lins de Oliveira
Keyword(s):  
Performance Analysis ◽  
Petri Nets ◽  
Stochastic Petri Nets ◽  
Bus Rapid Transit ◽  
Rapid Transit ◽  
Generalized Stochastic Petri Nets

Bus Rapid Transit (BRT) Users’ Discernment in Lagos Megacity: Lesson from Primero Transport Service

2020 ◽  
Author(s):  
Fariha Azalea
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Travel Behavior ◽  
Decision Makers ◽  
Bus Rapid Transit ◽  
Level Of Service ◽  
Rapid Transit ◽  
Transport Service ◽  
Transport Services ◽  
Mode Of Operation

The study examines Bus Rapid Transit (BRT) users’ perspicacity in Lagos, Nigeria along Ikorodu-Mile12 Bus Rapid Transit (BRT) corridor in order to guide, provide information for policies and decision makers during policies formulation. This study assesses the socio-economic character of passengers using the primer transport service along Ikorodu-Mile 12 BRT corridor; analysed the travel behavior of commuters using the primero transport service in the study area and examine the commuters’ perspicacity and expectation on the level of service quality provided by Primero Transport Service. A total of three hundred ninety-four (394) commuters (one commuter per bus) who go back and forth through the buses were sampled. Perception and expectation about service were asked. The result of factor analysis found that commuters were satisfy with the service offer by Primero, physical appearance, level of clean, mode of operation and level of service deliver by Primero transport services.

scholarly journals Service Quality Bus Rapid Transit Mamminasata Kota Makassar

2021 ◽  
Vol 18 (3) ◽  
pp. 640-648
Author(s):  
Shinta Dewi Sugiharti Tikson ◽  
Syamsinar Syamsinar ◽  
Atika Atika ◽  
Indri Leighton Silambi
Keyword(s):  
Service Quality ◽  
Bus Rapid Transit ◽  
Rapid Transit

User Satisfaction and Service Quality Improvement Priority of Bus Rapid Transit in Belo Horizonte, Brazil

2021 ◽  
Author(s):  
Yunhan Zheng ◽  
Hui Kong ◽  
Guillermo Petzhold ◽  
Mariana M. Barcelos ◽  
Christopher P. Zegras ◽  
...  
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
User Satisfaction ◽  
Bus Rapid Transit ◽  
Rapid Transit ◽  
Belo Horizonte

scholarly journals Evaluasi Trotoar Sebagai Feeder Non Motorized untuk Mendukung Bus Rapid Transit (BRT) Di Kota Semarang

2018 ◽  
Vol 14 (1) ◽  
pp. 17 ◽  
Author(s):  
Eko Purwanto ◽  
Okto Risdianto Manullang
Keyword(s):  
Performance Analysis ◽  
Environmental Quality ◽  
Quality Index ◽  
Central Business District ◽  
Bus Rapid Transit ◽  
Rapid Transit ◽  
Business District

Bus Rapid Transit (BRT) Trans Semarang Koridor I merupakan salah satu moda transportasi umum yang ada di Bagian Wilayah Kota (BWK) I Kota Semarang. Keberadaan BRT Trans Semarang belum didukung penyediaan trotoar sebagai prasarana berjalan kaki (non motorized transportation) yang aman dan nyaman di sepanjang koridor. Penelitian ini bertujuan untuk mengevaluasi kualitas trotoar di BWK I sebagai feeder untuk mendukung BRT Trans Semarang Koridor I di BWK I. Penelitian ini menggunakan metode deskriptif dengan pendekatan kuantitatif. Analisis yang dilakukan adalah analisis karakteristik pejalan kaki berdasarkan masksud pergerakan dan moda yang digunakan, analisis kondisi trotoar berdasarkan preferensi pejalan kaki dengan Importance Performance Analysis (IPA), serta analisis kualitas trotoar dengan pendekatan Pedestrian Environmental Quality Index (PEQI). Hasil penelitian menunjukkan kondisi trotoar di BWK I belum seluruhnya optimal dalam memberikan keamanan dan kenyamanan bagi pejalan kaki. Lampu penerangan dan pagar pengaman merupakan variabel yang sangat penting dan menjadi prioritas utama untuk meningkatkan keamanan, sedangkan keberadaan pelindung cuaca, keberadaan tempat duduk dan kemiringan (ramp) permukaan merupakan variabel kenyamanan yang sangat penting dan menjadi prioritas utama untuk meningkatkan kenyamanan. Kualitas trotoar di Zona 2 sebagai pusat kota dan Central Business District (CBD) cenderung lebih baik dibandingkan Zona 1 dan Zona 3 yang merupakan wilayah penyangganya. Selain itu penyediaan trotoar masih memprioritaskan pada jalan-jalan utama koridor BRT, dimana trotoar yang ada memiliki kualitas basis (dasar) dan dapat diterima pejalan kaki.

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