Studi komparatif persepsi penumpang terhadap pelayanan bis AC Samarinda-Banjarmasin
MANALU, Hotmarulitua, Prof. Ir. Sigit Priyanto, M.Sc., Ph.D
2008 | Tesis | S2 Magister Sistem dan Teknik TransportasiUntuk Mengetahui kualitas pelayanan bis AC antar kota antar propinsi Samarinda-Banjarmasin tidak hanya berdasarkan standar teknis yang ada namun perlu mengetahui persepsi penumpang. Penumpang memberikan penilaian terhadap pelayanan saat ini dan respon. Non penumpang memberikan respon sehingga diperoleh probabilitas respon kepastian penumpang dan non penumpang. Tingkat persepsi penumpang terhadap kualitas pelayanan saat ini diukur dengan menyebarkan kuesioner revealed preference dan respon serta probabilitas kepastian penumpang dan non penumpang dilakukan dengan menyebarkan kuesioner yang berisikan pilihan pelayanan disebut dengan metode stated preference. Total jumlah responden mencapai jumlah 350 orang dan total observasi sebanyak 2800 buah. Kuisioner yang disebarkan berisikan pilihan pelayanan dengan kondisi tanpa perbaikan dan dengan perbaikan serta tingkat kepastian dibuat dengan perangkingan dalam skala ordinal. Data revealed preference diolah menggunakan analisis persepsi dan data stated preference dengan menggunakan ordered probit model. Hasil analisis persepsi adalah tarif yang layak untuk bis Perusahaan Otobis Boeing Rp. 145.200,00, Bis Perusahaan Otobis Pulau Indah Jaya Rp. 135.600,00 dan bis Perusahaan Otobis Samarinda Lestari Rp. 134.200,00. Hasil kompetisi bersaing menunjukkan bahwa bis Perusahaan Otobis Boeing lebih unggul dibandingkan kedua bis lain. Semua perusahaan otobis harus meningkatkan kinerjanya berdasarkan analisis metode garis lurus data persepsi penumpang. Hasil analisis Stated Preference dengan software Limdep 7.0 menghasilkan model respon kepastian penumpang dan non penumpang. Model respon penumpang Y*= 2,06 + 0,71 (televisi) + 0,50 (kualitas makan malam) + 0,26 (crewcare) + 1,73 (waktu tempuh) – 1,39 (tarif). Model respon non penumpang Y*= - 1,37 + 1,52 (televisi) + 1,81 (kualitas makan malam) + 1,51 (crewcare) + 2,09 (waktu tempuh) – 0,37 (tarif). Kedua model tersebut menghasilkan nilai probabilitas (0.14) penumpang pasti naik dan (1,00) non penumpang mungkin naik apabila perusahaan otobis tidak melakukan perbaikan kinerja, sedangkan nilai probabilitas (0,77) penumpang pasti naik dan (0,50) non penumpang pasti naik apabila perusahaan otobis meningkatkan kinerjanya. Disimpulkan bahwa baiknya kualitas pelayanan akan meningkatkan nilai persepsi penumpang, respon penumpang dan non penumpang.
To understand the quality of service of intercity air conditioned bus, route from Samarinda to Banjarmasin felt by passengers not only based as the technical standard but also the perception of passengers and non passengers are to be considered. The perception level of passengers in the existing conditions was measured by revealed preference quesionairs. Response and probability certainly of passengers and non passengers was measured by the method of stated preference. The survey was carried to passengers and non passengers with total the amount respond 350 peoples and total of observation counted 2800. Quesionairs comprise service choice with conditions without repair. Level of certainly made in scale of ordinal. The results of perception analysis showed competent tariff for the bus of Company Boeing is Rp. 145.200,00, bus Company of Pulau Indah Jaya is Rp. 135.600,00 and bus Company of Samarinda Lestari is Rp. 134.200,00. Excellence result compete pursuant to perception obtained shown bus Company of Boeing more compared both of the other bus. All companies of bus have to improve the performances. The results of Stated Preference with Limdep software 7.0 showed that response model of passengers and non passengers. Response model of passengers Y*= 2.06 + 0.71 (televisi) + 0.50 (dinner quality) + 0.26 (crewcare) + 1.73 (time went through) - 1,39 (tariff). Response model of non passengers Y* = - 1.37 + 1.52 (televisi) + 1.81 (dinner quality) + 1.51 (crewcare) + 2.09 (time went through) - 0,37 (tariff). Both of the model yields probability value (0.14) passengers were predicted to be certainly to take the bus. In probability value (1,00), non passengers having possibility to take the bus if the bus company does not maintenance its performance. However, if the bus company improve its performance will result in a probability value of (0.77) passengers who certainly take the bus and (0.50) non passengers who certainly take the bus. In conclusions, if the bus company improve its servicibility will increase the value of passengers perception, passengers response and non passengers response.
Kata Kunci : kualitas pelayanan, analisis persepsi, ordered probit model, limdep 7.0, quality of service, perception of analysis
