USULAN PENINGKATAN KUALITAS LAYANAN LRT JABODEBEK BERDASARKAN KEPUASAN PELANGGAN DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS

Khusnul Khotimah, . (2024) USULAN PENINGKATAN KUALITAS LAYANAN LRT JABODEBEK BERDASARKAN KEPUASAN PELANGGAN DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

In order to support the public in transitioning from using private vehicles to public transportation, the government has made efforts to complement public transportation modes. One of them is the LRT Jabodebek which has been operating since August 2023. Every customer certainly has an assessment of the quality of the service they receive. This research aims to measure customer satisfaction and evaluate the quality of services provided by the LRT Jabodebek. The Service Quality (SERVQUAL) and Importance Performance Analysis methods are the approaches used in this research. The research results show that there is a gap between expectations and perceptions of 38 attributes from LRT Jabodebek service quality. There are 8 service attributes that are priorities for the LRT Jabodebek to be improved. Customer dissatisfaction with these attributes is analyzed using Fault Tree Analysis (FTA) to determine the root cause. Improvement proposals are provided using the 5W-1H method which is expected to improve the quality of LRT Jabodebek services.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2010312024] [Pembimbing: Muhamad As'adi] [Penguji 1: Reda Rizal] [Penguji 2: Nur Fajriah]
Uncontrolled Keywords: Customer Satisfaction, Service Quality, SERVQUAL, Importance Performance Analysis
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User: Khusnul Khotimah
Date Deposited: 04 Jun 2024 10:17
Last Modified: 05 Jun 2024 00:57
URI: http://repository.upnvj.ac.id/id/eprint/30121

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