MENINGKATKAN KUALITAS PELAYANAN PADA FASILITAS HALTE TRANSJAKARTA DENGAN METODE PDCA
Total View This Week9
Total View This Week9
Institusion
Universitas Mercu Buana
Author
HAQKI, BAY
Subject
268.7 Services/Pelayanan
Datestamp
2020-01-21 08:04:49
Abstract :
The mode of transportation is very important as a support for the nation's economy. Land transportation is still the main choice because it is fast but also cheap. TransJakarta emerged as a new land transportation mode that answered the challenge. As a TransJakarta transportation service company, it must also comply with the Minimum Service Standards from the government. This study aims to analyze what factors are the causes of passenger dissatisfaction at the shelter facilities in corridor VIII Lebak Bulus-Harmonis, any improvements that need to be prioritized at the shelter facilities in corridor VIII Lebak Bulus- Harmoni to increase passenger satisfaction. by looking at the customer satisfaction index in 2017 of 73% so that the services provided by Transjkarta have not been maximized so that it can lead to potential customer complaints. In this study using the PDCA analysis method (Plan-Do-Check-Act). The method is to identify the main problems surrounding the Man, Method, Material, Machine and Environment categories which will lead to the next problem solving process. Based on the results of the analysis of the application of the PDCA method, it was concluded that there were several factors causing passenger dissatisfaction at TransJakarta facilities, where the average passenger complained of air circulation facilities that often died and had no direct effect on passengers, while the cleanliness of the bus stops was still dirty and bad smell. Many TransJakarta passengers need toilets at the bus stop because of the long queues at the bus stop and the long waiting time of the bus, so the availability of the toilet setipa is needed. There are several bus stops that do not have access to bridges to the bus stop, this factor is very disturbing if it is necessary to get up and down passengers because they have to cross the road and wait for private vehicles or red lights first and there is also a bridge stop that is damaged due to minimal maintenance from the facility. TransJakarta passengers also complain a lot about the attitude of bus stop officers, especially ticket service officers, who are not friendly and disrespectful when talking to passengers. There are several bus stops that are wide, the bus stop is no longer because the passengers are getting more and more full, resulting in full access to the bus and to the bus stop and the queue to the outside. for access up and down from the bus to the bus stop there are still many broken door doors so that to get up and down the bus is uncomfortable and free. The last factor is that several bus stops have no access to persons with disabilities where access for persons with disabilities should be prioritized to increase the mobility of disability advocates who wish to use Transjakarta. With these improvements can increase the Value of customer satisfaction, in addition to making improvements researchers also write standardization of these improvements. So that it can be a suggestion to TransJakarta as a Standard Operating Procedure for customer service. Keywords: PDCA, Passenger Complaints, Minimum Service Standards, Customer satisfaction Moda transportasi menjadi hal yang sangat penting sebagai penopang perekonomian bangsa. Transportasi darat masih menjadi pilihan utama karena selain cepat tapi juga murah. TransJakarta muncul sebagai moda transportasi darat baru yang menjawab tantangan tersebut. Sebagai perusahaan jasa transportasi TransJakarta juga harus mentaati Standar Pelayanan Minimum dari pemerintah. Penelitian ini bertujuan untuk menganalisis Faktor-faktor apa saja yang menjadi penyebab ketidakpuasan penumpang pada fasilitas halte di koridor VIII Lebak Bulus-Harmonis, Perbaikan apa saja yang perlu mendapat prioritas pada fasilitas halte di koridor VIII Lebak Bulus-Harmoni untuk meningkatkan kepuasan penumpang. dengan melihat indeks kepuasan pelanggan pada tahun 2017 sebesar 73% sehingga belum maksimalnya pelayanan yang diberikan oleh Transjkarta pada penumpangnya sehingga dapat menimbulkan potensi keluhan pelanggan. Dalam penelitian ini menggunakan metode analisis PDCA (Plan-Do-Check-Act). Metode yang dilakukan adalah mengidentifikasi masalah utama seputar kategori Man, Methode, Material, Machine dan Environment yang akan mengarah kepada proses pemecahan masalah selanjutnya. Berdasarkan hasil analisis penerapan metode PDCA, diperoleh kesimpulan bahwa ada beberapa faktor penyebab ketidakpuasan penumpang pada fasilitas TransJakarta, dimana rata-rata penumpang mengeluhkan fasilitas sikulasi udara yang sering mati dan tidak ada efek langsung ke para penumpang, pada kebersihan halte juga masih terdapat halte yang kotor dan bau tidak enak. Banyak penumpang TransJakarta membutuhkan toilet pada halte dikarenakan antrian yang panjang di halte dan waktu tunggu bus yang masih lama maka dibutuhkan ketersedian toilet setipa halte. Ada beberapa halte tidak punya akses jembatan untuk ke halte, faktor i
The mode of transportation is very important as a support for the nation's economy. Land transportation is still the main choice because it is fast but also cheap. TransJakarta emerged as a new land transportation mode that answered the challenge. As a TransJakarta transportation service company, it must also comply with the Minimum Service Standards from the government. This study aims to analyze what factors are the causes of passenger dissatisfaction at the shelter facilities in corridor VIII Lebak Bulus-Harmonis, any improvements that need to be prioritized at the shelter facilities in corridor VIII Lebak Bulus- Harmoni to increase passenger satisfaction. by looking at the customer satisfaction index in 2017 of 73% so that the services provided by Transjkarta have not been maximized so that it can lead to potential customer complaints. In this study using the PDCA analysis method (Plan-Do-Check-Act). The method is to identify the main problems surrounding the Man, Method, Material, Machine and Environment categories which will lead to the next problem solving process. Based on the results of the analysis of the application of the PDCA method, it was concluded that there were several factors causing passenger dissatisfaction at TransJakarta facilities, where the average passenger complained of air circulation facilities that often died and had no direct effect on passengers, while the cleanliness of the bus stops was still dirty and bad smell. Many TransJakarta passengers need toilets at the bus stop because of the long queues at the bus stop and the long waiting time of the bus, so the availability of the toilet setipa is needed. There are several bus stops that do not have access to bridges to the bus stop, this factor is very disturbing if it is necessary to get up and down passengers because they have to cross the road and wait for private vehicles or red lights first and there is also a bridge stop that is damaged due to minimal maintenance from the facility. TransJakarta passengers also complain a lot about the attitude of bus stop officers, especially ticket service officers, who are not friendly and disrespectful when talking to passengers. There are several bus stops that are wide, the bus stop is no longer because the passengers are getting more and more full, resulting in full access to the bus and to the bus stop and the queue to the outside. for access up and down from the bus to the bus stop there are still many broken door doors so that to get up and down the bus is uncomfortable and free. The last factor is that several bus stops have no access to persons with disabilities where access for persons with disabilities should be prioritized to increase the mobility of disability advocates who wish to use Transjakarta. With these improvements can increase the Value of customer satisfaction, in addition to making improvements researchers also write standardization of these improvements. So that it can be a suggestion to TransJakarta as a Standard Operating Procedure for customer service. Keywords: PDCA, Passenger Complaints, Minimum Service Standards, Customer satisfaction Moda transportasi menjadi hal yang sangat penting sebagai penopang perekonomian bangsa. Transportasi darat masih menjadi pilihan utama karena selain cepat tapi juga murah. TransJakarta muncul sebagai moda transportasi darat baru yang menjawab tantangan tersebut. Sebagai perusahaan jasa transportasi TransJakarta juga harus mentaati Standar Pelayanan Minimum dari pemerintah. Penelitian ini bertujuan untuk menganalisis Faktor-faktor apa saja yang menjadi penyebab ketidakpuasan penumpang pada fasilitas halte di koridor VIII Lebak Bulus-Harmonis, Perbaikan apa saja yang perlu mendapat prioritas pada fasilitas halte di koridor VIII Lebak Bulus-Harmoni untuk meningkatkan kepuasan penumpang. dengan melihat indeks kepuasan pelanggan pada tahun 2017 sebesar 73% sehingga belum maksimalnya pelayanan yang diberikan oleh Transjkarta pada penumpangnya sehingga dapat menimbulkan potensi keluhan pelanggan. Dalam penelitian ini menggunakan metode analisis PDCA (Plan-Do-Check-Act). Metode yang dilakukan adalah mengidentifikasi masalah utama seputar kategori Man, Methode, Material, Machine dan Environment yang akan mengarah kepada proses pemecahan masalah selanjutnya. Berdasarkan hasil analisis penerapan metode PDCA, diperoleh kesimpulan bahwa ada beberapa faktor penyebab ketidakpuasan penumpang pada fasilitas TransJakarta, dimana rata-rata penumpang mengeluhkan fasilitas sikulasi udara yang sering mati dan tidak ada efek langsung ke para penumpang, pada kebersihan halte juga masih terdapat halte yang kotor dan bau tidak enak. Banyak penumpang TransJakarta membutuhkan toilet pada halte dikarenakan antrian yang panjang di halte dan waktu tunggu bus yang masih lama maka dibutuhkan ketersedian toilet setipa halte. Ada beberapa halte tidak punya akses jembatan untuk ke halte, faktor i
File :
01] COVER.pdf
02] ABSTRAK.pdf
11] BAB 2.pdf
12] BAB 3.pdf
13] BAB 4.pdf
14] BAB 5.pdf
15] BAB 6.pdf
16] DAFTAR PUSTAKA.pdf
17] LAMPIRAN.pdf
04] SURAT PERNYATAAN.pdf
03] LEMBAR PENGESAHAN.pdf
05] KATA PENGANTAR.pdf
06] DAFTAR ISI.pdf
07] DAFTAR TABEL.pdf
08] DAFTAR GAMBAR.pdf
09] DAFTAR LAMPIRAN.pdf
10] BAB 1.pdf
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
