ANALISIS KARAKTER DAN STRATEGI PELAYANAN TERHADAP KONSUMEN BUS SLEEPER RUTE MALANG – JAKARTA BERBASIS PERSPEKTIF PENGGUNA

Rahmad Oktantiyo, Abiyyu (2025) ANALISIS KARAKTER DAN STRATEGI PELAYANAN TERHADAP KONSUMEN BUS SLEEPER RUTE MALANG – JAKARTA BERBASIS PERSPEKTIF PENGGUNA. Masters thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Penelitian ini bertujuan untuk menganalisis karakter dan strategi pelayanan terhadap konsumen bus sleeper pada rute Malang–Jakarta berdasarkan perspektif pengguna. Melalui pendekatan survei yang melibatkan instrumen kuesioner, penelitian ini mengintegrasikan metode Kano dan SERVQUAL untuk mengidentifikasi kebutuhan pelanggan serta mengevaluasi kesenjangan antara harapan dan persepsi terhadap kualitas layanan. Analisis karakteristik kebutuhan pengguna dilakukan untuk memahami atribut apa saja yang dianggap penting dan memengaruhi tingkat kepuasan secara signifikan dalam konteks layanan bus sleeper. Hasil penelitian menunjukkan bahwa beberapa atribut layanan termasuk dalam kategori must-be dan one-dimensional, yang terbukti memiliki dampak kuat terhadap kepuasan pengguna. Sementara itu, analisis SERVQUAL mengidentifikasi adanya gap negatif pada beberapa dimensi layanan, khususnya pada aspek keandalan dan ketanggapan. Berdasarkan temuan tersebut, penelitian ini merumuskan strategi peningkatan layanan yang berfokus pada optimalisasi atribut prioritas, penyempurnaan proses operasional, serta penguatan aspek kenyamanan dan keamanan. Penelitian ini diharapkan memberikan kontribusi terhadap pengembangan strategi layanan transportasi antarkota yang lebih responsif dan berorientasi pada kebutuhan pelanggan. Secara keseluruhan, perusahaan bus sleeper memiliki tugas besar untuk meningkatkan kualitas layanan dalam beberapa aspek kunci, terutama pada Reliability, Assurance, Tangible, Responsiveness, dan Empathy. Strategi perbaikan yang fokus pada atribut-atribut dengan GAP negatif terbesar akan sangat penting untuk meningkatkan kepuasan pelanggan, dengan peta jalan dari Model Kano yang memberikan panduan tentang prioritas perbaikan yang harus dilakukan terutama pada fasilitas pendukung (Charging port, Wifi, dan selimut) dan awak bus (kebersihan awak bus, kesopanan, dan kesigapan dalam menanggapi konsumen) yang sangat berpengaruh pada Keputusan konsumen terhadap pembelian tiket

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Bus Sleeper, Strategi Pelayanan, Perspektif Pengguna, Analisis Kano, SERVQUAL, Kualitas Layanan.
Subjects:	T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Fakultas Teknik > magister teknik sipil
Depositing User:	MTS Magister Teknik Sipil 2025
Date Deposited:	22 Mar 2002 15:06
Last Modified:	22 Mar 2002 15:06
URI:	http://repository.untag-sby.ac.id/id/eprint/44137

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