Update Artikelilmiah: 11455

MIFTAH GHULAM AL-ADIB

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Judul Artikel

Abstrak (Bhs. Indonesia)

Moda tranportasi bus umum banyak digunakan masyarakat untuk melakukan aktifitas pedagangan, pendidikan, atau hanya sekedar bepergian, salah satu rute perjalanan bus umum Antar Kota Dalam Provinsi (AKDP) yaitu Semarang-Purwokerto. Peningkatan kualitas pelayanan merupakan salah satu strategi bisnis yang harus dilakukan untuk mempertahankan atau bahkan meningkatkan kepuasan pelanggan bus umum. Penelitian ini bertujuan untuk mengetahui penilaian kinerja dan kualitas pelayanan jasa serta tingkat kepuasan penumpang pada bus umum. Dari hasil penilaian penumpang tersebut, dapat diketahui atribut apa saja yang menjadi prioritas utama untuk ditingkatkan agar para pelanggan tidak berpindah ke moda transportasi lain. Metode yang digunakan adalah Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Pengumpulan data dilakukan dengan penyebaran kuisioner yang menggunakan teknik simple random sampling dengan jumlah kuisioner yang dapat dianalisis lebih lanjut sebanyak 93 kuisioner.
Hasil penelitian menunjukkan bahwa : (1) Ada 25 atribut yang mempengaruhi tingkat kepuasan layanan bus umum yang terbagi menjadi lima parameter, yaitu : keandalan, ketanggapan, keyakinan, empati, dan berwujud; (2) Hasil analisis menggunakan metode IPA diperoleh letak masing-masing atribut di dalam kuadran, yaitu : kuadran I (prioritas utama) terdapat 7 atribut pelayanan; kuadran II (pertahankan prestasi) terdapat 7 atribut pelayanan; kuadran III (prioritas rendah) terdapat 7 atribut pelayanan; dan kuadran IV (berlebihan) terdapat 4 atribut pelayanan; (3) Atribut yang menjadi prioritas utama untuk ditingkatkan guna memberikan kepuasan pelanggan bus umum ada 7 atribut pelayanan, yaitu: (a) Kemampuan memberikan pelayanan yang baik kepada pengguna bus umum (b) Jadwal pemberangkatan dan kedatangan bus, (c) Kemudahan memperoleh informasi yang jelas, (d) Kecepatan dalam menolong pelanggan saat dibus, (e) Kecepatan dan ketepatan memberikan informasi yang dibutuhkan pelanggan, (f) Ketersediaan asuransi atau jaminan keselamatan, (g) Keleluasaan ruang gerak penumpang, dan (4) Hasil analisis menggunakan metode CSI diperoleh nilai CSI sebesar 0,5395 yang berada pada interval 0,51 - 0,65 yang menunjukkan bahwa persepsi penumpang merasa “cukup puas” terhadap kinerja yang dilakukan. Maka didapat hubungan antara analisis IPA dengan analisis CSI adalah secara umum pelanggan sudah merasa cukup puas terhadap kinerja yang ada namun masih perlu adanya perbaikan pada beberapa atribut yang menjadi prioritas utama agar pelanggan semakin puas dan tidak berpindah ke moda transportasi lain.

Abtrak (Bhs. Inggris)

Mode of transportation of public buses is commonly used by the public to carry out trade activities, education or just for travelling. One of travel routes for public buses Between Cities in the Province (AKDP) is Semarang-Purwokerto. Improved quality of service is one of the business strategies that should be carry out to maintain or even improve customers satisfaction on the public bus. This research aimed to determine performance evaluation and quality of service as well as the level of passengers’ satisfaction on the public buses. From the result of passengers’ assessment, it can be determined what attributes were a top priority to be improved so that the customers did not move to other modes of transportation. The method used was Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Data collection was conducted by distributing the questionnaire with using simple random sampling technique and the number of questionnaire that can be further analyzed was 93 questionnaires. 
The research result indicated that: (1) there were 25 attributes that affect the level of satisfaction of public buses service which were divided into five parameters, they are: reliability, responsiveness, assurance, empathy and tangibles; (2) the analysis result with using IPA method obtained the location of each attribute in the quadrant, that is: quadrant I (top priority), there were 7 service attributes; quadrant II (maintain the achievement), there were 7 service attributes; quadrant III (low priority), there were 7 service attributes; and quadrant IV (excessive), there were 4 service attributes; (3) There were 7 service attributes that became the top priority to be improved in order to provide customer satisfaction on public bus, they are: (a) the ability to provide good service to the passengers of the public buses (b) Schedule of departure and arrival of the buses, (c) easiness to obtain clear information, (d) the quickness in helping customers in the buses, (e) the quickness and accuracy to provide information needed by customers, (f) availability of assurance or a guarantee of safety, (g) unrestricted passenger space, and (4) the result of analysis with using CSI method obtained the CSI value of 0.5395 which was in the interval of 0.51 – 0.65. This indicated that the passenger perception was “quite satisfied” on the performance. So, it can be obtained the relationship between IPA analysis and CSI analysis that in general, the customers were quite satisfied on the existing performance. However, the improvement was still needed on several attributes that became top priority so that the customers were more satisfied and did not move to other modes of transportation.

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