@mastersthesis{eprints85804,
           month = {Mei},
           title = {ANALISIS PELAYANAN ANGKUTAN
ANTAR KOTA DALAM PROVINSI (AKDP)

DENGAN METODE

IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN
CUSTOMER SATISFACTION INDEX (CSI)

(Studi Kasus : AKDP Rute Terminal Rajabasa ? Terminal Mulyojati)},
          school = {UNIVERSITAS LAMPUNG},
          author = {Mustaqima	 Tazkia },
            year = {2024},
             url = {http://digilib.unila.ac.id/85804/},
        abstract = {Provinsi Lampung secara geografis berada pada posisi strategis sebagai pintu
gerbang utama Pulau Sumatera bagian selatan yang menghubungkan antara Pulau
Jawa dengan Pulau Sumatera. Provinsi Lampung memiliki Ibu Kota yaitu Kota
Bandar Lampung yang saat ini semakin maju dan berkembang hingga menjadi
daya tarik bagi penduduk kota/kabupaten disekitarnya. Berdasarkan kondisi
tersebut, peran transportasi sangatlah penting sebagai faktor penggerak
perkembangan provinsi Lampung, salah satunya adalah transportasi darat seperti
bus AKDP (Angkutan Antar Kota Dalam Provinsi). Demi menciptakan kawasan
dengan pergerakan AKDP yang berjalan lancar untuk itu perlu dilakukan
pelayanan transportasi umum yang baik. Tujuan penelitian ini menganalisis
tingkat pelayanan AKDP berdasarkan ketersediaan fasilitas, menilai tingkat
kepuasan pengguna jasa, menilai kinerja AKDP dan menilai preferensi komuter
pada AKDP rute Terminal Rajasabasa ? Terminal Mulyojati. Penelitian ini
menggunakan metode Customer Satisfaction Index (CSI) dan Importance
Performance Analysis (IPA). Berdasarkan analisis data tingkat pelayanan
diperoleh hasil terminal Rajabasa sebesar 80\% sedangkan, pada Terminal
Mulyojati sebesar 48,6\%. Berdasarkan analisa metode CSI didapatkkan nilai
kepuasan penumpang terhadap playanan AKDP sebesar 77,4\% dan IPA
didapatkan nilai tingkat kesesuaian responden sebesar 83\%. Hal ini menunjukan
bahwa penumpang merasa puas terhadap pelayanan AKDP yang ada pada saat ini
dan kinerja AKDP sudah memuaskan.
Kata kunci : Pelayanan Angkutan Antar Kota Dalam Provinsi, Customer
Satisfaction Index, Importance Performance Analysis.
Lampung province is geographically placed in a strategic position. Acting as the
main gateway to the southern part of Sumatra Island and connecting Java Island
with Sumatra Island. Lampung province has its own capital city, which is Bandar
Lampung City. The capital is currently progressing and developing, which
resulting in being a magnet for residents of nearby cities and districts. Based on
the current condition of the capital, transportation holds an important role as a
driving factor for the development of the province. One of which is land
transportation such as AKDP buses (Inter-City Transportation within the
Province). In order to create a smooth AKDP working area, it is necessary to
provide it with a good public transportation service. The aim of this research is to
analyse the rate of AKDP services based on facilities availability, the rate of
user?s satisfactory, evaluating AKDP?s performance, and evaluating commuters?
preference on AKDP?s route from Rajabasa Terminal to Mulyojati Terminal. This
research uses the Customer Satisfaction Index (CSI) and Importance Performance
Analysis (IPA) methods. Based on the service level data analysis, Rajabasa
Terminal obtained a score of 80\%, whereas Mulyojati Terminal obtained a score
of 48,6\%. Based on the CSI method analysis, customer?s satisfaction rate for
AKDP?s services is 77,4\%, and IPA acquired a customers? suitability rate of 83\%.
This indicates that customers are satisfied with the current AKDP?s services and
their performance is satisfactory to the customers.
Keywords: Public Transport Services, Customer Satisfaction Index, Importance
Performance Analysis.}
}