ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA PERUM DAMRI KOTA BANJARBARU

SANTY, SANTY (2020) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA PERUM DAMRI KOTA BANJARBARU. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk: 1) mengetahui bagaimana kualitas pelayanan terhadap kepuasan penumpang pada Perum Damri Kota Banjarbaru. 2) mengetahui bagaimana pelayanan yang sebaiknya dilakukan Perum Damri untuk meningkatkan kepuasan penumpang. Penelitian ini menggunakan metode deskriptif, teknik pengumpulan data menggunakan studi kepustakaan, observasi, dokumentasi, wawancara dan kuesioner, populasi penelitian seluruh penumpang bus damri kota banjarbaru dan sample 30 responden. Teknik analisis data yang dilakukan dengan menggunakan metode Importance-Performance Analysis atau analisis tingkat kepentingan dan kinerja/kepuasan pelanggan. Hasil penelitian ini menunjukkan bahwa pelayanan Perum Damri Kota Banjarbaru belum memuaskan. Hal ini dapat disimpulkan dari perhitungan rata-rata skor kinerja dan harapan pada setiap indikator pelayanan. Hasil perhitungan menunjukan secara keseluruhan rata-rata skor kinerja (X) lebih kecil dari pada rata-rata skor harapan (Y), (X < Y), yaitu sebesar (X) = 4,11 dan (Y) = 4,23. Berdasarkan nilai kesesuaian antara kinerja dan harapan variabel jaminan dengan nilai rata-rata kesesuaian 100,77 %, variabel bukti fisik dan ketanggapan 96,68%, variabel kehandalan 96,24% dan variabel empati 94,80%. Analisis diagram kartesius menunjukan hasil bahwa terdapat 2 indikator dalam kuadrat A, 8 indikator dalam kuadrat B, 3 indikator dalam kuadrat C, dan 2 indikator dalam kuadrat D. Meskipun pada kuadrat B terdapat banyak atribut yang dinilai memuaskan tetapi pelayanan harus selalu ditingkatkan terutama pada kuadrat A. The research aims to: 1) to know how the quality of service to the satisfaction of passengers in the Perum Damri Banjarbaru City. 2) Know how the service should be done by Perum Damri to increase the satisfaction of passengers. The study uses descriptive methods, data collection techniques using literature studies, observations, documentation, interviews and questionnaires, research populations of all passengers of the city of Banjarbaru Damri Bus and sample 30 respondents. Data analysis techniques conducted using the Importance-Performance Analysis method or analysis of the level of importance and performance/customer satisfaction. The results of this study showed that the service of Perum Damri Banjarbaru was not satisfactory. This can be deduced from the average calculation of performance scores and expectations on each service indicator. The calculation results show overall the average performance score (X) is smaller than the average expectation (Y), (X < Y), i.e. (X) = 4.11 and (Y) = 4.23. Based on the value of conformity between performance and expectation of a guarantee variable with an average value of 100.77% suitability, variable physical evidence and responsiveness of 96.68%, variable reliability of 96.24% and a variable empathy of 94.80%. The analysis of the Cartesian diagram shows the result that there are 2 indicators in the A-squared, 8 indicators in the B-square, 3 indicators in the C-squared, and 2 indicators in the D-squared. Although on square B there are many attributes that are valued satisfactorily but service should always be improved especially on squared A.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Quality of service and passenger satisfaction.
Subjects: H Social Sciences > HB Economic Theory
Depositing User: Santy
Date Deposited: 16 Sep 2020 04:19
Last Modified: 23 Sep 2020 03:10
URI: http://eprints.uniska-bjm.ac.id/id/eprint/1662

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