MANURUNG, RUMINTANG LASMA RIA (2025) ANALISIS KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN TRANSJAKARTA BUSWAY DENGAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS KORIDOR 1 BLOK M-KOTA (TA.12.25.004). Diploma thesis, UNIVERSITAS LOGISTIK DAN BISNIS INTERNASIONAL.
Full text not available from this repository.Abstract
TransJakarta Corridor 1 (Blok M–Kota) is the busiest and earliest-operating route in Jakarta’s Bus Rapid Transit (BRT) system. Despite its high passenger volume, service quality often fails to meet user expectations. This study aims to analyze passenger characteristics and evaluate the gap between expectations and perceptions of service quality using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. Data were collected from 68 respondents through questionnaires distributed on both weekdays and weekends, using a descriptive quantitative approach. The results show that most passengers are women of productive age (22–32 years), primarily commuting for was leisure or recreational activities. The CSI value of 71.47% indicates a general level of satisfaction, though not reaching the “very satisfied” threshold. The IPA results reveal five attributes falling into Quadrant I, requiring immediate improvement, including in-bus comfort, waiting time, and the clarity of travel information. These findings offer a clear picture of which service aspects should be prioritized to enhance the passenger experience. This study serves as a practical reference for designing public transport service improvements that are more adaptive and responsive to user needs. Keywords: TransJakarta, service quality, passenger satisfaction, CSI, IPA, Corridor 1
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Logistik, Teknologi dan Bisnis > Manajemen Transportasi S1 |
| Depositing User: | PKL SATU SATU |
| Date Deposited: | 06 Oct 2025 03:43 |
| Last Modified: | 06 Oct 2025 03:43 |
| URI: | http://eprints.ulbi.ac.id/id/eprint/3782 |
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