KAJIAN “TINGKAT KEPUASAN” PENGGUNA ANGKUTAN UMUM DI DIY
ABSTRACT: The performance
of public transport
in Jogjakarta is
getting worst recently.
Therefore both of
the government as regulator
and public transport
company as operator
and service provider
must pay more
attention to improve
the condition. There must
be an innovation
to make public
transport function optimally,
can compete with
private vehicle, and desired
by service users.
To provide satisfactory
service, the regulator
and service provider must
know what the public transport users want to find the
priority in transportation service. This
research aim is to find the level of public transport user satisfaction by
spreading 200 questionnaires to respondents. The questionnaire consisted of 10
indicators /questions. The answer used 5 (five) level scale or widely known as
Likert scale. Likert scale was used in order to get real objective answer and
objective opinion about the level of service provided. Importance Performance Analysis (IPA) and Customer Satisfaction
Index (CSI) approaches
are used to analyze
the level of
public transport users’
satisfaction. The result shows
that level of service desired by the users based on 10 indicators is in the
range of 27,02 % until 60,83 %, therefore it means very poor, based on CSI
interpretation. Whereas, based on IPA, the level of users satisfaction is in
the range of 1,35 -
2,65 and the
level of users
need is in
the range of
3,86 - 5,00. In
addition, indicators of
safety and comfortability are
located in quadrant
I of Cartesian
diagram, therefore serious
attention must be
paid on these indicators. Lastly, based on the research result, it
can be concluded that the level of public transport users’ satisfaction is very
poor. Furthermore, the improvement
of public transport
performance is absolutely
required., and must
be seriously considered by all relevant institutions.
Penulis: Zilhardi Idris
Kode Jurnal: jptsipildd090020
