Analisis Kepuasan Penumpang Bus Trans Jatim Koridor I Ditinjau Dari Kualitas Pelayanan

Analysis of Trans East Java Bus Passenger Satisfaction Corridor I Viewed From Service Quality

Abstract

Abstrak

Bus Trans Jatim Koridor I merupakan inovasi pemerintah Provinsi Jawa Timur dalam pengembangan transportasi publik dengan jalur Sidoarjo – Surabaya – Gresik. Kehadiran Bus Trans Jatim Koridor I memunculkan respon dari masyarakat. Oleh karena itu, perlu adanya kajian mengenai kepuasan penumpang terkait kualitas pelayanan Bus Trans Jatim Koridor I agar menjadi pertimbangan pada koridor selanjutnya serta mendorong masyarakat berpindah ke transportasi publik. Penelitian ini bertujuan menganalisis kepuasan penumpang Bus Trans Jatim Koridor I berdasarkan aspek keamanan, keselamatan, kenyamanan, keterjangkauan, kesetaraan, keteraturan, serta menganalisis kepuasan penumpang Bus Trans Jatim Koridor I berdasarkan kualitas pelayanan.

Metode penelitian menggunakan deskriptif kuantitatif. Populasi penelitian adalah penumpang Bus Trans Jatim Koridor I. Jumlah sampel penelitian adalah 100 responden ditentukan dengan teknik Accidental Sampling. Pengumpulan data dilakukan melalui studi literatur, survei, dan kuesioner. Teknik analisis data menggunakan teknik skoring skala likert dengan klasifikasi kelas pertama 400-325 (sangat baik), kelas kedua 324-250 (baik), kelas ketiga 249-175 (buruk), dan kelas keempat 174-100 (sangat buruk).

Hasil penelitian tingkat kepuasan penumpang Bus Trans Jatim Koridor I menunjukkan nilai skor 349,15 masuk dalam kelas pertama (sangat baik). Aspek yang mempengaruhi kepuasan penumpang Bus Trans Jatim Koridor I adalah keamanan sangat baik, keselamatan sangat baik, kenyamanan sangat baik, keterjangkauan sangat baik, kesetaraan baik, dan keteraturan sangat baik. Akan tetapi, berdasarkan survei di lapangan masih didapati beberapa sopir yang mengemudi secara ugal-ugalan, pengangkutan penumpang melebihi kapasitas bus, tidak adanya ramp dan area kursi roda, dan penumpang yang harus menunggu 1-2 bus berikutnya untuk bisa menggunakan Bus Trans Jatim Koridor I.

Kata Kunci: Transportasi, Kepuasan Penumpang, Bus Trans Jatim Koridor I

Abstract

The Trans Jatim Bus Corridor I is an innovation by the East Java Provincial government in developing public transportation with the Sidoarjo – Surabaya – Gresik route. The presence of the Corridor I Trans Jatim Bus elicited a response from the public. Therefore, there is a need for a study on passenger satisfaction related to the quality of Trans Java Corridor I Bus service so that it becomes a consideration in the next corridor and encourages people to switch to public transportation. This study aims to analyze passenger satisfaction of Trans Jatim Bus Corridor I based on aspects of security, safety, comfort, affordability, equality, regularity, and to analyze passenger satisfaction of Trans Jatim Bus Corridor I based on service quality.

The research method uses a quantitative descriptive. The study population was passengers on the Trans East Java Bus Corridor I. The number of samples was 100 respondents determined by accidental sampling technique. Data collection was carried out through literature studies, surveys, and questionnaires. The data analysis technique uses a Likert scale scoring technique with the first class classification 400-325 (very good), the second class 324-250 (good), the third class 249-175 (poor), and the fourth class 174-100 (very bad).

The results of the research on the satisfaction level of passengers on the Trans Jatim Bus Corridor I showed a score of 349.15 included in the first class (very good). Aspects that affect the satisfaction of Corridor I Trans Jatim Bus passengers are very good security, very good safety, very good comfort, very good affordability, good equality, and very good regularity. However, based on surveys in the field, there are still some drivers who drive recklessly, carry passengers beyond the capacity of the bus, there are no ramps and wheelchair areas, and passengers have to wait for the next 1-2 buses to be able to use the Trans Jatim Bus Corridor I. .

Keywords : Transportation, Passenger Satisfaction, Corridor I Trans Jatim Bus