ANALISIS KEPUASAN PELANGGAN TRANSPORTASI JAK-LINGKO WILAYAH JAKARTA SELATAN
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https://doi.org/10.51804/jiso.v7i2.23-31Keywords:
Transportasi, Kepuasan Pelanggan, index, JAK-LINGOAbstract
ABSTRAK
Transportasi menjadi sangat penting dikarenakan mobilitas masyarakat yang cenderung bergantung pada transportasi dan berbanding lurus dengan jumlah penduduk yang semakin padat akibat tingginya natalitas dan urbanisasi.. Jak Lingko merupakan model sistem integrasi tarif dan pembayaran untuk angkutan berbasis jalan di DKI Jakarta yang menghubungkan berbagai moda kendaraan. Kualitas pelayanan berdasarkan dari pendapat secara keseluruhan sesuai penilaian konsumen dari apa dirasakan/diterima konsumen berdasarkan layanan yang diberikan perusahaan. Kualitas pelayanan diukur dengan melakukan perbandingan antara harapan/keinginan dengan kinerja layanan yang sesungguhnya pada atribut-atribut pelayanan suatu Perusahaan. Tujuan penelitian untuk mendapatkan gambaran tentang kualitas pelayanan yang dilakukan berdasarkan 9 dimensi survei kepuasan masyarakat pengguna transportasi Jak-Lingko. Tingkat kepuasan secara umum terbentuk dari tingkat kepuasan pengguna layanan Jak Lingko sebesar 3.82 dengan kategori ‘Sangat Puas’ (3,5324-4;). Dimensi dengan tingkat kepuasan tertinggi adalah dimensi Tarif Pelayanan dengan skor 3,95 yang terdiri dari sub dimensi Tarif perjalanan yang wajar (3.90) dan Tarif yang dikenakan sesuai dengan pelayanan/fasilitas yang diterima (3.94). Sedangkan, dimensi dengan Tingkat kepuasan terkecil adalah dimensi Kompetensi Petugas dengan skor sebesar 3,75 yang terdiri dari sub dimensi Keterampilan dan Pengetahuan pengemudi dan petugas dalam pelayanan sudah baik (3,69) dan sub dimensi Kedisiplinan/Kepatuhan pengemudi terhadap tata tertib berlalulintas (3,81). Hasil analisis kuadran, dimensi yang masuk ke kuadran 1 (prioritas/perbaiakn utama) yaitu dimensi Kompetensi petugas dan dimensi Penanganan Pengaduan & Saran.
ABSTRACT
Transportation is very important because the mobility of people tends to depend on transportation and is directly proportional to the increasingly dense population due to high natality and urbanization.. Jak Lingko is a tariff and payment integration system model for road-based transportation in DKI Jakarta that connects various vehicle modes. Service quality is based on overall opinions according to consumer assessments of what consumers feel/receive based on the services provided by the company. Service quality is measured by comparing expectations / desires with actual service performance in the service attributes of a company. The purpose of the study was to get an overview of the quality of service carried out based on 9 dimensions of the Jak-Lingko transportation user satisfaction survey. The general level of satisfaction is formed from the level of satisfaction of Jak Lingko service users of 3.82 with the category 'Very Satisfied' (3.5324-4;). The dimension with the highest level of satisfaction is the Service Fare dimension with a score of 3.95 which consists of sub-dimensions of reasonable travel fares (3.90) and tariffs charged according to the services / facilities received (3.94). Meanwhile, the dimension with the smallest level of satisfaction is the Officer Competence dimension with a score of 3.75 consisting of the sub-dimension of Skills and Knowledge of drivers and officers in good service (3.69) and the sub-dimension of Driver Discipline / Compliance with traffic rules (3.81). The results of the quadrant analysis, the dimensions that enter quadrant 1 (priority / main concern) are the dimension of officer competence and the dimension of Handling Complaints & Suggestions.
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