ANALISIS KUALITAS PELAYANAN KERETA REL LISTRIK MENGGUNAKAN METODE FUZZY SERVICE QUALITY DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) (Studi Kasus KRL Yogyakarta-Solo)

BELLA OCTAVIA, . (2022) ANALISIS KUALITAS PELAYANAN KERETA REL LISTRIK MENGGUNAKAN METODE FUZZY SERVICE QUALITY DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) (Studi Kasus KRL Yogyakarta-Solo). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

KRL Yogyakarta-Solo resmi beroperasi pada tanggal 10 Februari 2021 menggantikan operasional KRD Prameks. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan dan urutan prioritas perbaikan pelayanan KRL Yogyakarta-Solo. Metode Fuzzy Service Quality digunakan untuk mengetahui kualitas pelayanan melalui nilai gap antara persepsi dengan ekspektasi pada lima dimensi (tangible, reliability, responsiveness, assurance, dan empathy). Pendekatan Triangular Fuzzy Number akan merepresentasikan ketidakpastian setiap jawaban persepsi dan ekspektasi responden pada 39 atribut pelayanan. Hasil penelitian menunjukkan bahwa setiap atribut pelayanan memiliki nilai gap negatif, artinya kualitas KRL Yogyakarta-Solo belum memuaskan atau dengan kata lain pelayanan yang diberikan belum sesuai dengan harapan penumpang. Nilai gap kualitas pelayanan KRL Yogyakarta-Solo secara keseluruhan memiliki rata-rata sebesar -0.94 dengan dimensi responsiveness yang paling mempengaruhi kualitas pelayanan sebesar 24.25%. Urutan prioritas perbaikan pelayanan KRL Yogyakarta-Solo didapatkan dengan metode PGCV. Peringkat pertama atribut yang perlu diperbaiki adalah ketersediaan papan informasi waktu kedatangan kereta di stasiun. Kemudian secara berurut dilanjutkan dengan perbaikan atribut pelayanan berikut: ketersediaan armada KRL yang mencukupi, kemudahan menghubungi KCI, kenyamanan toilet di stasiun,penyampaian informasi melalui pengeras suara dengan jelas,keamanan penumpang saat naik dan turun, kenyamanan tempat duduk di stasiun, tanggung jawab pihak KCI jika terjadi kesalahan, kecepatan dan ketepatan petugas dalam merespon keluhan, dan ketersediaan alat keselamatan di dalam KRL. ********************************************** KRL Yogyakarta-Solo o�cially operates on February 10, 2021, replacing the operation of KRD Prameks. This study aims to determine the service quality of KRL Yogyakarta-Solo and the priority of improvement. Fuzzy Service Quality method is used to determine the service quality through the gap value between perceptions and expectations on �ve dimensions (tangible, reliability, responsiveness, assurance, and empathy). Triangular Fuzzy Number is used to represent uncertain of each respondent's perception and expectation on 39 indicator of service quality. The results show that each indicator of service quality has a negative gap value, which means the service quality of KRL Yogyakarta-Solo is not satisfactory or in other words the service provided is not in accordance with what the passenger wants. The overall gap value of service quality of KRL Yogyakarta-Solo has an average of -0.94 with the dimension of responsiveness that most in uences the service quality at 24.25%. The order of priority for improving KRL Yogyakarta-Solo service was conducted by using the PGCV method. The indicator that becomes the �rst priority of improvement is the availability of information board for the arrival of the train at the station. Then, sequentially, proceed with the following service attribute improvements: the availability of train eet, ease of contacting KCI, comfort of the toilet at the station, conveying of the information through a speaker clearly, passenger safety when getting on and o� the train, comfort of seating at the station, KCI's responsibility when an error occurs, speed and accuracy of responding to complaints, and availability of safety equipment on the train.

Item Type: Thesis (Sarjana)
Additional Information: 1). Dr. Yudi Mahatma, M.Si.; 2). Ibnu Hadi, M.Si.
Subjects: Sains > Matematika
Divisions: FMIPA > S1 Matematika
Depositing User: sawung yudo
Date Deposited: 30 Oct 2024 02:02
Last Modified: 30 Oct 2024 02:02
URI: http://repository.unj.ac.id/id/eprint/51812

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