EVALUASI INDEKS PELAYANAN MINIMUM DENGAN MENGGUNAKAN IMPORTANCE PERFORMANCE ANALYSIS (STUDI KASUS : PELAYANAN BUS AC KOTA SEMARANG)

Abstract

ABSTRACT

AC Damri bus Semarang has a year of this operation should be evaluated against the user satisfaction. Assess the scope of transportation services Damri conditioned bus with Importance Semarang-Performance Analysis of the results compared with the value of the Minimum Service Standards (SPM) public transportation issued by the Department of Transportation, results showed that the AC Damri bus service Semarang City still be above Standard Minimum services of government, but there are some parts that need to be improved include the performance of service provision at the time of departure / arrival, the availability of seats, the number of vehicle, hours of service operation, relevant infromasi precision route and travel schedule.

Keywords : Measuring the quality of public transport services

ABSTRAK

Bus Damri AC Semarang telah beroperasi setahun ini, dimana pengoperasiannya memerlukan evaluasi untuk memenuhi kepuasan pengguna. Penilaian kondisi pelayanan transportasi Bus Damri dengan “Importance Performance Analysis” dapat dilakukan dengan cara membandingkan dengan nilai Standar Pelayanan Minimum angkutan umum yang ditetapkan oleh Departemen Perhubungan. Hasilnya menunjukkan, bahwa pelayanan Bus Damri AC masih diatas Standar Pelayanan Umum yang ditetapkan Pemerintah, tetapi ada beberapa bagian tetentu yang perlu perbaikan diantaranya kinerja pelayanan waktu keberangkatan dan kedatangan, ketersediaan tempat duduk, jumlah kendaraan, lama waktu operasi, kejelasan rute dan jadual perjalanan.

Kata kunci : Kinerja, pelayanan, minimum