MANAJEMEN PENGELOLAAN TENAGA KERJA TERHADAP TINGKAT PELAYANAN KEPUASAN BUS RAPID TRANSIT (BRT) DI KOTA BANJARMASIN

Yunita, Irma (2022) MANAJEMEN PENGELOLAAN TENAGA KERJA TERHADAP TINGKAT PELAYANAN KEPUASAN BUS RAPID TRANSIT (BRT) DI KOTA BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap pelayanan Bus Rapid Transit (BRT) di Dinas Perhubungan Provinsi Kalsel. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kualitatif. Variabel dari penelitian ini yaitu kepuasan pelanggan dengan jumlah sampel sebanyak 465 responden. Teknik pengambilan sampel pada penelitian ini menggunakan teknik Insidental sampling di 11 unit Bus Provinsi Kalimantan Selatan. Data dianalisis menggunakan teknik analisis deskriptif dan persentase. Hasil penelitian menunjukan tingkat kepuasan pelanggan terhadap pelayanan Bus Rapid Transit (BRT) dengan persentase sebesar 78% berada pada kategori puas. Berdasarkan indikator keberadaan sarana dan prasarana sebesar 63% berada pada kategori puas, berdasarkan indikator kesiapan pegawai dan keberadaan Informasi sebesar 77% berada pada puas, berdasarkan indikator ketanggapan pegawai sebesar 57% berada pada kategori puas, berdasarkan indikator ketepatan waktu sebesar 42% berada pada kategori puas, This study aims to determine the level of customer satisfaction with Bus Rapid Transit (BRT) services in the Southland Province Transportation Department. This study is a descriptive study with a quantitative approach. The variable of this study is customer satisfaction with a sample size of 465 people. The sampling technique in this study uses Incidental sampling technique in 11 South Kalimantan Provincial Stops. Data were analyzed using descriptive and percentage analysis techniques. The results show that the level of customer satisfaction with Bus Rapid Transit (BRT) services with a percentage of 78% is in the satisfied category. Based on the indicator of the existence of facilities and infrastructure of 63% is in the category of satisfied, based on the indicator of employee readiness and the existence of information of 77% is satisfied, based on the indicator of employee response of 57% is in the category of satisfied, based on the indicator of timeliness of 42% is in the category satisfied.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kepuasan Pelanggan, BRT Bus Rapid Transit. Customer Satisfaction, BRT Bus Rapid Transit.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Depositing User: Irma Yunita
Date Deposited: 16 May 2023 01:15
Last Modified: 16 May 2023 01:15
URI: http://eprints.uniska-bjm.ac.id/id/eprint/11461

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