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Bambang Utoyo S
Universitas Lampung
Civil Engineering, Building, Construction & Architecture

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PENILAIAN PELANGGAN MENURUT PERSEPSI KEPUASAN DAN KEPENTINGAN PADA FASILITAS RUANG PUBLIK STASIUN KERTAPATI DAN TANJUNG KARANG Asrizal Muslim; Bambang Utoyo S
Jurnal Tekno Global Vol 9, No 1
Publisher : UNIVERSITAS INDO GLOBAL MANDIRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36982/jtg.v9i1.1210

Abstract

Kertapati (KPT) and Tanjung Karang(TNK) central stations serve as passangers’ arrival, departure points and goods handling facilities. Those facilities should be supported by public service facilities the needs of the users. One method the measure the needs of the users is servedon user’s survey on. On user’s survey on perception on needs. The research measures the indeks of the user’s perception on needs and satisfaction at two stasions, analysis the gap between satisfaction, needs and ranks the priority of satisfaction and need. The research carry out based on a qualitative descriptive research method in which a Servqual Analysis was utilities measure the users’perspective subsequanley an IPA Analysis are utilited to measure the priority important. Parameters were based on minimum standard level (SPM No.48 Tahun 2015) from Ministry of Transportation that were Safety, Security, Reliability, Comfort, Accessibility and Equality. The respondents was choosen based on accidental sampling whose already experienced and journey with trains. The results are beneficial to get insight about the sustainable improvement as well as to determaine the priority of improvement needed. Result from the stations are good service with several variables being the priority of improvement. Access to disability with gap of -1.13 for KPT and -1.02 for TNK. The stairs go up and down to the train with gap of -1.12 for KPT. The public toilets with gap of -0.93 for KPT and -0.98 for TNK. Disabled facilities with gap of -1.09 for TNK. Toilet for disabled people with a gap of -1.07 for TNK.Keywords: Perception, Satisfaction, Importance, Servqual, IPA
ANALISIS PERSEPSI PENGGUNA LAYANAN TRANSPORTASI LRT KOTA PALEMBANG Siti Anisah; Bambang Utoyo S; Ika Kustiani
Jurnal Tekno Global Vol 9, No 1
Publisher : UNIVERSITAS INDO GLOBAL MANDIRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36982/jtg.v9i1.1213

Abstract

LRT is a mass transportation mode for light rail that is expected to make the transfer of personal use to mass transportation users to reduce traffic congestion specifically in the city of Palembang. Services and facilities will be one of the supporters in the use of mass transportation. This study aims to analyze the characteristics of LRT users and the level of satisfaction of LRT passengers and to group parameters into 4  quadrants. The sampling technique used by researchers is accidental sampling. Data processing and analysis with Validity Test, Reliability Test, Satisfaction, IPA. The results showed an analysis of the level of satisfaction of the passengers were quite satisfied, with an average level of satisfaction and importance based on Service Quality on physical factors: 4,287 and 4,743, reliability factors: 4,096 and 4,678, responsiveness factors: 4,18 and 4,60, Guarantee factors and empathy factors: 4,400 and 4,860. Priority grouping into 4 quadrants, quadrant I Security officer, quadrant II cleanliness, comfort of seating in the LRT, ease of ups and downs of LRT for persons with disabilities and the availability of facilities for the disabled and facilities for breastfeeding mothers, Quadrant Analysis III LRT waiting time, availability of relevant information with the Arrival and Departure Schedule, how the speed of employees in responding complaints LRT customer problems and how the hospitality and courtesy of officers in serving LRT customers, Quadrant IV how easy access to the LRT station, how accurate the LRT schedule is and how the LRT rates are charged. Keywords: Mode of Transportation, LRT, Services, Palembang. 
Co-Authors Asrizal Muslim Kustiani, Ika Siti Anisah