Model kepuasan penumpang terhadap sistem pelayanan di terminal Giwangan Yogyakarta

NIZARLI, Dr.Ir. H. Waldijono, MS

2005 | Tesis | Magister Sistem dan Teknik Transportasi

Sistem pelayanan yang optimal kepada penumpang di Terminal Giwangan tidak saja didasarkan dari standar teknis yang ada, namun juga perlu mempertimbangkan pengaruh perilaku penumpang terhadap kepuasannya. Peningkatan kualitas pelayanan akan memberikan kemudahan kepada penumpang untuk mengambil keputusan dalam melakukan pilihan terbaik saat melakukan perjalanan. Penelitian ini bertujuan mengidentifikasi faktor yang mempengaruhi kepuasan, mengetahui besarnya pengaruh atribut sistem pelayanan di terminal dan mendapatkan model yang tepat dari kepuasan penumpang dari segi faktor yang mempengaruhinya. Metode untuk mengetahui tingkat kepuasan penumpang dilakukan dengan survei selama 7 hari dalam bentuk kuisioner langsung kepada 130 penumpang yang memanfaatkan fasilitas pelayanan di terminal. Hasil pengumpulan data digunakan sebagai alat pengukuran langsung kepuasan penumpang terhadap sistem pelayanan yang diberikan. Selanjutnya kepuasan penumpang dihubungkan dengan karakteristik penumpang dan diolah denga n metode statistik. Metode ini dianggap dapat memenuhi kepentingan penumpang karena lebih obyektif. Hasil penelitian menunjukkan nilai pengaruh koefesien penentu kepuasan penumpang terhadap kondisi akses sebesar 19,77 %, ketersediaan informasi sebesar 22,07 %, ketersediaan dan kondisi fasilitas sebesar 24,50 %, responsiveness of service sebesar 9,51 %, timeliness of service sebesar 10,75 %, Professionalism of service sebesar 13,40 %. Kepuasan penumpang terhadap sistem pelayanan terdiri dari 0,13 % merasa sangat tidak puas,10,38 % tidak puas, 71,5 % merasa cukup puas dan 17,44 % merasa puas serta 0,90 % nya merasa sangat puas. Hubungan kepuasan penumpang pada sistem pelayanan (Y) dengan faktor-faktor karakteristik penumpang adalah -0,202 kali usia penumpang – 0,00000348 kali penghasilan penumpang -0,410 kali pendidikan penumpang dengan konstanta 119,067. Disimpulkan bahwa kemudahan, kenyamanan, kelancaran untuk menuju akses pelayanan, ketersediaan informasi, ketersediaan dan kondisi fasilitas pelayanan responsiveness of service, timeliness of service, Profesionalism of service di Terminal Giwangan memberikan tingkat kepuasan yang cukup puas bagi penumpang serta kepuasan tersebut juga dipengaruhi oleh faktor usia, penghasilan dan pendidikan.

The existence of public transport terminal in Yogyakarta requires an optimal service system. An optimal service is not just based on the existing technical standard but it also has to consider consumers’ perception and behavior on the provided service. Improvement on service quality will ease passenger as the consumer to decide his mobility in terminal to get his best option for his travel. This research aim to identify factor influencing satisfaction, knowing the level of service system attribute influence in terminal and get correct model from satisfaction of passenger from factor facet influencing it. This research proceeded in 7 days using interview method with direct questionnaire to 130 passengers, which use facilities and locate in terminal waiting room. The data of passengers’ satisfaction taken from Giwangan Bus Terminal is used as the direct measurement tools on passenger satisfaction on provided service system quality. Therefore the passenger satisfaction is related to passengers’ characteristic as the respondents and then analyzed through statistic method. The direct measurement is taken in order to fulfill consumer importance and it is assessed more objective in measuring the relation with provided service without ignoring the existing technical elements. The research resulted that the influence value of determining coefficient on passengers’ satisfaction to service system in Giwangan Bus Terminal related to sensed service system - such as easiness, convenience and accessibility to get service – which was 19,77 %, the availability of information about clarity and responsiveness in reaching facility which is 22,07 %, availability and condition of facility on cleanliness, quantity, function and easiness which is 24,50 %, responsiveness of service which is 9,51 %, timeliness of service which is 10,75 % and professionalism of service which is 13,40 %. Proportion of passenger satisfaction to service system is 0,13 % with very dissatisfaction, 10,38 % with dissatisfaction, 71,5 % with enaough satisfaction, 17,44 % with satisfaction and 0,90 % with very satisfaction The relation of passenger satisfaction to service system (Y) with passenger characteristic factor is -0,202 times the passenger’s age, – 0,00000348 times passenger income and -0,410 times passenger education with constant number of 119,067. It is concluded that easiness, convenience, smoothness to service access, information availability, condition and availability of service facility, responsiveness of service, timeliness of service and professionalism of service in Giwangan Bus Terminal give a quite good satisfaction for passenger and that satisfaction is also influenced by age, income and education of passenger.

Kata Kunci : Terminal Bus,Sistem Layanan,Kepuasan Penumpang, Public Transport Terminal, Service System, Passengers’ Satisfaction