EVALUASI KUALITAS LAYANAN BERBASIS KEPUASAN PELANGGAN TRANSJAKARTA KORIDOR 1 RUTE BLOK M – KOTA DENGAN PENDEKATAN SERVICE QUALITY, POTENTIAL GAIN CUSTOMER VALUE, DAN IMPORTANCE PERFORMANCE ANALYSIS

Anysa Vania Utami, . (2025) EVALUASI KUALITAS LAYANAN BERBASIS KEPUASAN PELANGGAN TRANSJAKARTA KORIDOR 1 RUTE BLOK M – KOTA DENGAN PENDEKATAN SERVICE QUALITY, POTENTIAL GAIN CUSTOMER VALUE, DAN IMPORTANCE PERFORMANCE ANALYSIS. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Traffic congestion in Jakarta is caused by the high number of private vehicles and the increasing population mobility each year. This situation highlights the need for efficient mass transportation, one of which is the BRT TransJakarta service. This study aims to evaluate customer satisfaction with the TransJakarta Corridor 1 service, operating on the Blok M – Kota route. The methods used include Service Quality (SERVQUAL), Potential Gain Customer Value (PGCV), and Importance Performance Analysis (IPA). Data were collected through questionnaires distributed to 385 respondents who are active users of TransJakarta. The results show that the average SERVQUAL gap score is -0.77, with an average PGCV index of 6.120. The level of conformity is 82.38%, indicating that the service quality of TransJakarta Corridor 1 has not fully met customer expectations. Based on the IPA analysis, there are eight attributes in Quadrant I and are the top priorities that require attention and improvement, namely attributes T2, RL2, RL4, A2, A3, A4, A5, and E5 to increase user satisfaction. These findings are expected to provide input for PT Transportasi Jakarta in improving service quality.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110312043] [Pembimbing: Nanang Alamsyah] [Penguji 1: Alina Cynthia Dewi] [Penguji 2: M. Rachman Waluyo]
Uncontrolled Keywords: Customer Satisfaction, Service Quality, Potential Gain Customer Value, Importance Performance Analysis, TransJakarta
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User: ANYSA VANIA UTAMI
Date Deposited: 11 Aug 2025 02:12
Last Modified: 11 Aug 2025 02:12
URI: http://repository.upnvj.ac.id/id/eprint/39145

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