Penilaian Pelayanan Transportasi Umum Surabaya Raya Dengan Metode Customer Statisfaction Index dan Importance Performance Analysis

Authors

  • Nur Indah Mukhoyyaroh Lamongan Islamic University
  • Prima Eko Agustyawan Lamongan Islamic University

DOI:

https://doi.org/10.30737/jurmateks.v5i1.2260

Keywords:

Customer Statisfaction Index, Covid-19 Pandemic, Importance Performance Analysis, Transportation Services

Abstract

Public transportation has a great potential in the transmission of Covid-19. For this reason, it is necessary to have good transportation services that can provide comfort and safety to users. Due to poor transportation services can cause users uncomfortable and unsafe. For this reason, it is necessary to assess the performance of transportation services. The purpose of this study is to assess the level of user satisfaction with public transportation services in the greater Surabaya area and to map sectors that need improvement. The research was conducted by giving questionnaires to users of public transportation in the Greater Surabaya area. From these data, instrument test was conducted. Furthermore, IPA analysis is carried out to obtain a mapping of the sectors that need to be improved. CSI analysis is also carried out to assess the level of user satisfaction with existing services. The results of this study obtained a value of 0.786 based on CSI analysis, which means that Surabaya land transportation users during the Covid-19 pandemic are satisfied. However, based on the results of the IPA analysis, it is necessary to increase the cleanliness of the transportation sector, lighting, and the application of PPE. Meanwhile, in the first aid kit sector, the availability of hand sanitizer and transportation stops is considered to have low importance, so that the authorities can focus on sectors that have high importance. The results of this study can be used as a reference in improving the quality of land transportation services.

References

V. Rebiazina and M. Haddadi, “COVID-19 Pandemic Impact on Customer Loyalty Factors in Russian E-Commerce Market,†in Digital Transformation and Global Society, 2022, pp. 431–445.

T. Taufik and E. A. Ayuningtyas, “Dampak Pandemi Covid 19 Terhadap Bisnis Dan Eksistensi Platform Online,†J. Pengemb. Wiraswasta, vol. 22, no. 1, pp. 21–32, 2020, doi: 10.33370/jpw.v22i01.389.

I. A. Dahlan, M. B. G. Putra, S. H. Supangkat, F. Hidayat, F. F. Lubis, and F. Hamami, “Real-time passenger social distance monitoring with video analytics using deep learning in railway station,†Indones. J. Electr. Eng. Comput. Sci., vol. 26, no. 2, pp. 773–784, 2022, doi: 10.11591/ijeecs.v26.i2.pp773-784.

R. Fernández Pozo, M. R. Wilby, J. J. Vinagre Díaz, and A. B. Rodríguez González, “Data-driven analysis of the impact of COVID-19 on Madrid’s public transport during each phase of the pandemic,†Cities, vol. 127, no. May, 2022, doi: 10.1016/j.cities.2022.103723.

R. A. Firmansyah and K. H. Putra, “Analisis Tingkat Kepuasan Pengguna Transportasi Umum ‘Suroboyo Bus’ Rute Halte Rajawali-Terminal Purabaya Dengan Metode Importance Performance Analysis (Ipa),†Pros. Semin. Teknol. Perencanaan, Perancangan, Lingkung. dan Infrastruktur, vol. 1, no. 1, pp. 1–6, 2019.

F. Firdaus, “Aplikasi Metode Importance Performance Analysis (Ipa) Dan Customer Satisfaction Index (Csi) Untuk Analisa Peningkatan Kualitas Pelayanan Berdasarkan Persepsi Pengguna Moda Transportasi Bus Akdp Dan Akap Pada Terminal Type B (Studi Kasus Pada Terminal Caruban – Kabupaten Madiun),†Develop, vol. 4, no. 1, pp. 63–84, 2020, doi: 10.25139/dev.v4i1.2277.

P. Paul, S. Giri, P. Mitra, and M. M. Haque, “Analysing the Customer Satisfaction Index of E-banking Using Kano (1984) Model Framework,†Glob. Bus. Rev., p. 09721509221093892, Apr. 2022, doi: 10.1177/09721509221093892.

X. Gan, L. Liu, and T. Wen, “Evaluation Of Policies On The Development Of Prefabricated Construction In China: An Importance-Performance Analysis,†J. Green Build., vol. 17, no. 1, pp. 149–168, Mar. 2022, doi: 10.3992/jgb.17.1.147.

A. A. . Wicaksono, E. L. Ray, F. Saberan, and A. Rapi, “Analisis Tingkat Kepuasan Pengguna Lulusan Dengan Menggunakan Metode Importance Performance Analysis Pada Alumni Politeknik APP Jakarta di Wilayah Jabodetabek,†Pros. Semin. Nas. Manaj. Ind. dan Rantai Pasok, vol. 2, no. 1, pp. 191–198, 2021.

A. Gaus, M. Amir Sultan, I. Hamsir Ayub Wahab, A. Majid Abdullah, and N. Nu’man, “Dampak Pandemi Covid-19 Terhadap Tingkat Pelayanan Moda Transportasi Speedboat Tidore-Sofifi,†J. Rekayasa Konstr. Mek. Sipil, vol. 3, no. 2, pp. 89–96, 2020.

D. A. Risnu Indahsari, A. A. G. Kartika, and W. Herijanto, “Analisis Kinerja Bus Suroboyo Rute Barat-Timur terhadap Kepuasan Pelaku Transportasi,†J. Tek. ITS, vol. 8, no. 2, pp. 20–25, 2020, doi: 10.12962/j23373539.v8i2.46491.

R. A. Primasworo, B. Oktaviastuti, and R. W. Madun, “Evaluasi Penggunaan Angkutan Umum Perkotaan Di Kota Malang ( Trayek Arjosari – Tidar / AT),†Fondasi J. Tek. Sipil, vol. 11, no. 1, p. 98, 2022, doi: 10.36055/fondasi.v0i0.10561.

N. I. Mukhoyyaroh, “Studi Karakteristik Pedestrian dan Pemilihan Fasilitas Penyeberangan Menggunakan Metode Revealed Preference (Studi Kasus Jl. Pemuda, Jl. Gubernur Suryo, dan Jl. Prof Dr Moestopo),†J. Apl. Tek. Sipil, vol. 18, no. 2, pp. 145–154, 2020.

M. Abdirad and K. Krishnan, “Examining the impact of E-supply chain on service quality and customer satisfaction: a case study,†Int. J. Qual. Serv. Sci., vol. 14, no. 2, pp. 274–290, Jan. 2022, doi: 10.1108/IJQSS-08-2020-0131.

K. A. Chandra and H. Widyastuti, “Analisis Kinerja Operasional Bus Rapid Transit (BRT) Trans Jogja Trayek 8,†J. Tek. ITS, vol. 9, no. 2, pp. 278–283, 2021, doi: 10.12962/j23373539.v9i2.58046.

H. K. Reza and S. H. Nugroho, “Relationship analysis of motivation and customer satisfaction on services quality aspect for online transportation,†Int. J. Sci. Technol. Res., vol. 9, no. 4, pp. 1101–1108, 2020.

G. R. Prima, “Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan Angkutan Umum Perkotaan di Kota Tasikmalaya,†Siklus J. Tek. Sipil, vol. 6, no. 2, pp. 129–140, 2020, doi: 10.31849/siklus.v6i2.4809.

A. Leliana and H. Widyastuti, “Analisis Kepuasan Penumpang Terhadap Kinerja Pelayanan Di Stasiun Madiun,†Approach J. Teknol. Penerbangan, vol. 2, no. 2, pp. 43–48, 2018.

F. R. Wilujeng and R. Kusumo, “Analisis Kepuasan Tenaga Kerja Outsourcing Terhadap Pelayanan Perusahaan Dengan Metode Importance- Performance Analysis (IPA),†J. Ind. Eng. Manag. Syst., vol. 11, no. 2, pp. 64–69, 2018.

H. Widyastuti, A. Y. Nurhidayat, A. Soimun, C. Setyarini, N. El Hafizh, and A. Leliana, “Analysis of mode transportation performance and satisfaction level of Jenggala Commuter Line (Sidoarjo-Mojokerto),†MATEC Web Conf., vol. 181, 2018, doi: 10.1051/matecconf/201818103003.

J. Esmailpour, K. Aghabayk, M. Abrari Vajari, and C. De Gruyter, “Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country,†Transp. Res. Part A Policy Pract., vol. 142, no. May, pp. 129–150, 2020, doi: 10.1016/j.tra.2020.10.020.

N. Nuraina, A. N. Hamidah, D. Despal, and E. Taufik, “The perception of the farmer on dairy cooperative feed mill logistics service using customer satisfaction index (CSI) and importance-performance analysis (IPA),†IOP Conf. Ser. Earth Environ. Sci., vol. 1001, no. 1, 2022, doi: 10.1088/1755-1315/1001/1/012025.

V. Veniranda and R. Surya, “Consumer Analysis of Commercial Plant-Based Jerky,†IOP Conf. Ser. Earth Environ. Sci., vol. 998, no. 1, p. 012059, 2022, doi: 10.1088/1755-1315/998/1/012059.

R. K. Umam and N. P. Hariastuti, “Analisa Kepuasan Pelanggan Dengan Menggunakan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA),†in Prosiding Seminar Nasional Sains dan Teknologi Terapan, 2018, pp. 339–344.

A. R. Aditya Nalendra, B. Givan, and I. Sari, “Persepsi Warga Jakarta Terhadap Pelayanan Publik Dengan Metode IPA Dan CSI,†J. Ecodemica J. Ekon. Manajemen, dan Bisnis, vol. 4, no. 2, pp. 294–306, 2020, doi: 10.31294/jeco.v4i2.8012.

Downloads

PlumX Metrics

Published

2022-07-19

Issue

Vol. 5 No. 1 (2022): JUNE

Section

Articles

License

Authors who publish with this journal agree to the following terms:

(1) The copyright of published articles will be transferred to the journal as the publisher of the manuscript. Therefore, the author needs to confirm that the copyright has been managed by the publisher with the Publication Right Form which must be attached when submitting the article.

(2) Publisher of JURMATEKS is Kadiri University.

(3) The copyright follows Creative Commons Attribution-ShareAlike License (CC BY SA): This license allows to Share copy and redistribute the material in any medium or format, Adapt remix, transform, and build upon the material, for any purpose, even commercially.