Analisis Peningkatan Pelayanan Angkutan Masal Dengan Skema BTS (Buy The Service) Menggunakan Metode Importance Performance Analysis (IPA) Studi Kasus BTS Rute Gresik – Lamongan. (Analysis Of Improving Mass Transportation Services With The Buy The Service (BTS) Scheme Using The Importance-Performance Analysis (IPA) Method).

Alfianti, Diah Mega (2025) Analisis Peningkatan Pelayanan Angkutan Masal Dengan Skema BTS (Buy The Service) Menggunakan Metode Importance Performance Analysis (IPA) Studi Kasus BTS Rute Gresik – Lamongan. (Analysis Of Improving Mass Transportation Services With The Buy The Service (BTS) Scheme Using The Importance-Performance Analysis (IPA) Method). Masters thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The Buy The Service (BTS) program implemented by the East Java Provincial Government reflects the government’s commitment to providing subsidized transportation services aimed at delivering mass transportation solutions. This study aims to evaluate the quality of service. The research adopts a quantitative approach, using primary data collected through Likert-scale-based questionnaire surveys and field observations to directly assess the actual conditions in the field, ensuring data accuracy. Secondary data was obtained from official documents from the East Java Provincial Transportation Department. The research was conducted from August to December 2024. The data collected from the questionnaires underwent validity and reliability testing. Data analysis was carried out using the IPA method with SPSS software version 22. The results show that 17 indicators exhibit good performance and must be maintained. These indicators correspond to numbers 1, 2, 3, 5, 6, 8, 9, 10, 11, 16, 17, 18, 19, 20, 22, 23, and 24. The Importance-Performance Analysis (IPA) of Transjatim Corridor IV service satisfaction highlights that out of 28 service indicators, 17, such as CCTV, seat belts, fire extinguishers (APAR), and priority seating, demonstrated good performance, while 5 indicators, including transit stop personnel, service information, and unit inspections, require improvement. The evaluation increased operational costs from IDR 20.98 billion to IDR 21.29 billion (+IDR 310 million), mainly due to the addition of ramcheck personnel, service disruption features, and 4 portable shelters. These improvement efforts are expected to enhance user satisfaction and operational efficiency.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Importance Performance Analysis, User Satisfaction, Service Performance
Divisions:	Fakultas Teknik > magister teknik sipil
Depositing User:	MTS Magister Teknik Sipil 2025
Date Deposited:	07 Mar 2001 20:17
Last Modified:	25 Dec 2001 17:04
URI:	http://repository.untag-sby.ac.id/id/eprint/37648

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