Kinerja layanan prasarana Terminal Bis :: Kaitan kepuasan pengguna dan fasilitas terminal di Terminal Giwangan Yogyakarta

HERLAMBANG, Sri Mulyanto, Dr.Ir. Hrc. Priyosulistyo, M.Sc

2005 | Tesis | S2 Teknik Sipil (MPSP)

Terminal angkutan umum di kota Yogyakarta, merupakan salah satu faktor penting dalam mendorong, pertumbuhan perekonomian masyarakat di D.I. Yogyakarta. Sistem investasi BOT dipilih dalam pembangunan Terminal Giwangan, diharapkan kinerja fasilitas-fasilitas prasaranannya dapat melayani pengguna jasa dengan optimal. Penelitian ini bertujuan untuk mengetahui keterkaitan, kepuasan pengguna terminal bis dengan fasilitas yang tersedia, sebagai kinerja layanan prasarana terminal bis. Objek penelitian di Terminal Giwangan Yogyakarta, disurvei pada fasilitas utama dan fasilitas pendukung. Kuesioner disebarkan kepada pengguna terminal, diolah melalui Analisa Statistik non Parametrik yaitu data diurutkan, diskoring, di rengking dengan metode Spearmen, diuji korelasi untuk banyak variabel dengan uji Korkondansi Kendal (W), setelah diketahui terdapat korelasi, di detailkan dengan perhitungan Moment Produk untuk mengetahui korelasi per atribut, Penafsiran Range Kepuasan, dilakukan untuk mengetahui besarnya kisaran dalam proporsi yang sesungguhnya dan metode Indeks Kepuasan Masyarakat / IKM Versi Men-PAN, dilakukan dimana hasil akhir di petakan dengan tabel IKM, sehingga didapat nilai dalam bentuk range kategori. Hasil analisis dari persepsi pengguna terminal bis yaitu menurut Persepsi Penumpang, Pedagang Kios, Agen Tiket serta Supir didapat bahwa kinerja layanan dari prasarana Terminal bis Giwangan secara total adalah baik yaitu cukup memuaskan. dimana dari persepsi Penumpang, dengan perhitungan Moment Produk didapat prosentasi nilai terhadap kepuasan pada atribut pelayanan 56,6 s/d 90,9%, sedangkan dari perhitungan penafsiran range kepuasan didapat bahwa yang merasa cukup puas sebesar 71,15%, Hasil dari analisis IKM didapat persepsi Penumpang sebesar 82,16% atau dengan nilai A(sangat baik), Agen tiket sebesar 79,68% B(Baik). Sedangkan hasil persepsi Pedagang kios didapat nilai 83,753% dengan nilai A (sangat Baik). Hasil persepsi dari Supir angkutan di dapat nilai 89,32% dengan nilai A (Sangat Baik). Nilai yang didapat dari persepsi pengguna menunjukan kinerja layanan prasarana terminal adalah baik, hal ini dikarenakan pembangunan dan pengelolaannya masih baru berjalan, pada masa mendatang kemungkinan akan terjadi perubahan, untuk itu perlu dipertahankan budaya kinerja yang baik.

Terminal public transport in town of Yogyakarta, is representing one of the important factors in pushing the growth society economic in D.I Yogyakarta. BOT system investment is the investment type which is selected in development of Terminal Giwangan, that expected performance of facilities can serve the user optimally. The aim of this research, is to know the relevantly between satisfaction of the user bus terminal with available facilities, as service performance of bus terminal infrastructure. The object of this research is in Terminal Giwangan in town of Yogyakarta, with location survey at the special and support facilities. Trough propagated questioner to customer of terminal, and then the data processed by Analysis Statistical method Non Parametric, by step data is sorted, scoring, and ranking by Spearmen method, and tested by correlation any variable with test of Korkondansi Kendal ( W), after its has been known there are correlation, in detail calculation of Moment Product conducted to know correlation per attribute, Interpretation of Range Satisfaction, conducted]to know the level of gyration in proportion truthfully and method Make An Index To Satisfaction Of Society / IKM Version of Men-Pan, conducted by where the result is in mapping with tables of IKM, so that got by value in the form of category range. data is sorted, do scoring, and ranking by Spearmen method, and tested by correlation multy variable with test of Korkondansi Kendal ( W), after its has been known there are correlation, in focus with calculation of Moment Product to know correlation per attribute, Interpretation of Range Satisfaction, conducted to know the level of gyration in proportion truthfully and method Make An Index To Satisfaction Of Society / IKM Version of Men-Pan, conducted by where the result is in mapping with tables of IKM, so that got by value in the form of category range. The result from perception of Passenger, with calculation of Moment Product got by score assess service satisfaction attribute 56,6 to 90,9%, and from calculation interpretation of satisfaction range got that which feel enough satisfy equal to 71,15%. Result from analysis of IKM got by perception of Passenger equal to 82, 16% or with value of A(very good), Ticket agent equal to 79,68% B(Good). whereas result of perception of Trade of kios got value 83,753% The value of consumer perception at performance services shown that infrastructure of terminal is good, this matter because of development and management just still newly operated, at the next period the change will be happened, for that require to be defended by good performance culture

Kata Kunci : Terminal Bus,Kinerja Layanan Prasarana, Prasarana Terminal, Kepuasan , Analisa Statistik/ IKM