Electronic Theses and Dissertation

Tugas Akhir Sarjana
Penerapan Customer Satisfaction Index (CSI) dan Analisis Gap pada Kualitas Pelayanan Fasilitas Terminal Bus Batoh Banda Aceh

Ivan Zarif Irsa
1604101010025
Program Studi Sarjana Teknik Sipil
Jurusan Teknik Sipil-Fakultas Teknik
Universitas Syiah Kuala

Abstrak
Banda Aceh merupakan pusat pemerintahan, perdagangan dan pariwisata Provinsi Aceh yang membuat meningkatnya arus pergerakan dari luar kota dalam provinsi menuju Kota Banda Aceh. Banda Aceh saat ini telah menyediakan jasa angkutan antar kota dalam provinsi, dan antar kota antar provinsi yaitu Terminal Bus Batoh bertipe A yang terletak di Jalan Dr. Mohammad Hasan Kecamatan Lueng Bata Kota Banda Aceh. Sebagai fasilitas publik terminal harus tetap dapat meningkatkan kualitas pelayanan baik bagi penumpang atau pengunjung, oleh karena itu kinerja fasilitas terminal perlu dievaluasi berdasarkan kondisi eksisting yang dibandingkan dengan Standar Pelayanan Minimum Terminal Angkutan Umum penumpang. Tujuan penelitian ini adalah untuk mengetahui tingkat kualitas pelayanan fasilitas Terminal Bus Batoh Banda Aceh dengan menggunakan metode Customer Satisfaction Index (CSI) dan analisis gap. Penelitian ini dilakukan dengan metode survei, yaitu dengan membagikan kuesioner secara daring kepada pengguna pelayanan fasilitas Terminal Bus Batoh Banda Aceh. Pengambilan sampel menggunakan teknik simple random sampling. Jumlah sampel penelitian yang diambil adalah 101 responden. Skala yang digunakan adalah skala Likert yang berdasarkan tingkat kinerja dan kepentingan. Hasil penelitian menunjukkan bahwa nilai Customer Satisfaction Index (CSI) terhadap tingkat kepuasan kualitas pelayanan fasilitas Terminal Bus Batoh Banda Aceh adalah sebesar 64,93% (cukup puas). Nilai gap tertinggi adalah indikator ruang ibu menyusui (-1,90), dan nilai gap terendah adalah indikator rumah makan di terminal (-0,56). Nilai rata-rata tingkat kinerja adalah (3,24) yang sudah termasuk kedalam kategori cukup/netral, namun nilai rata-rata tingkat kepentingan dan harapan pengguna terhadap kinerja pelayanan fasilitas Terminal Bus Batoh Banda Aceh tinggi (4,39) dan termasuk kedalam kategori penting sehingga nilai Customer Satisfaction Index (CSI) yang diperoleh termasuk ke dalam kategori cukup puas, perlu adanya sosialisasi terhadap kinerja yang telah dilakukan dan pengembangan atau penambahan fasilitas dari layanan fasilitas Terminal Bus Batoh Banda Aceh.

Kata kunci: Terminal Bus Batoh Banda Aceh, Customer Satisfaction Index, Tingkat Kepuasan?
Final Project of Bachelor Degree

Application of the Customer Satisfaction Index (CSI) and Gap Analysis on the Service Quality of the Batoh Banda Aceh Bus Terminal Facilities

Ivan Zarif Irsa
1604101010025
Civil Engineering Department
Engineering Faculty
Syiah Kuala University

Abstract

Banda Aceh is the center of government, trade and tourism in the province of Aceh which has increased the flow of movement from outside the city within the province to Banda Aceh City. Banda Aceh currently provides inter-city transportation services within the province, and between cities between provinces, namely the Type A Batoh Bus Terminal which is located on Jalan Dr. Mohammad Hasan, Lueng Bata District, Banda Aceh City. As a public facility, the terminal must still be able to improve the quality of service for both passengers and visitors, visually the Batoh Banda Aceh Bus terminal facilities are inadequate and have received several complaints from the public. Therefore, the performance of the terminal facilities needs to be evaluated based on the existing conditions which are compared with the minimum service standards for the passenger public transport terminals. The purpose of this study was to determine the level of service quality at the Batoh Banda Aceh Bus Terminal facilities using the Customer Satisfaction Index (CSI) method and gap analysis. This research was conducted using a survey method, namely by distributing questionnaires online to service users of the Batoh Banda Aceh Bus Terminal facilities. Sampling using simple random sampling technique. The number of research samples taken was 101 respondents. The scale used is a Likert scale based on the level of performance and importance. The results showed that the value of the Customer Satisfaction Index (CSI) on the level of satisfaction of the service quality of the Batoh Banda Aceh Bus Terminal facilities was 64.93% (quite satisfied). The highest gap value is an indicator of a nursing mother's room (-1.90), and the lowest gap value is the restaurant indicator at terminal(-0.56). The average value of the performance level is (3.24) which is included in the sufficient / neutral category, but the average value of the level of importance and expectations of users of the service performance of the Banda Aceh Batoh Bus Terminal facilities is high (4.39) and is included in the important category so that the Customer Satisfaction Index (CSI) value obtained is included in the quite satisfied category, there is a need for socialization of the performance that has been done and the development or addition of facilities from the Batoh Banda Aceh Bus Terminal facilities services..

Keywords: Banda Aceh Batoh Bus Terminal, Customer Satisfaction Index, Satisfaction Level

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