Penilaian Kualitas dan Perbaikan Layanan Angkutan Kota di Cilegon

Authors

  • Nataniel Danu Admaja Sinaga Universitas Logistik & Bisnis Internasional
  • Hartati Mediyanti Pakpahan Universitas Logistik & Bisnis Internasional
  • Pradhana Wahyu Nariendra Universitas Logistik & Bisnis Internasional

DOI:

https://doi.org/10.54324/j.mtl.v13i2.1963

Keywords:

service quality, servqual, importance performance analysis, analytic hierarchy process, public transportation

Abstract

Penurunan jumlah penumpang angkot di Kota Cilegon diduga akibat rendahnya kualitas layanan. Penelitian ini bertujuan untuk mengukur kesenjangan antara persepsi dan ekspektasi penumpang, mengidentifikasi atribut perbaikan, dan menentukan prioritas perbaikan. Pengumpulan data dilakukan melalui kuesioner kepada 68 penumpang (ditentukan dengan menggunakan rumus Lemeshow) serta wawancara dengan pihak Dinas Perhubungan Kota Cilegon. Analisis Service Quality mengungkap nilai gap negatif pada semua dimensi kualitas pelayanan. Kemudian, pemetaan atribut layanan pada Kuadran I yang merupakan area dengan kepentingan tinggi namun kinerja rendah menggunakan Importance Performance Analysis, dan pembobotan prioritas melalui Analytic Hierarchy Process mengonfirmasi kelayakan sarana (26%) sebagai fokus utama, diikuti kenyamanan berkendara (23%), keselamatan (18%), ketepatan waktu (17%), dan kebersihan (15%). Temuan penelitian ini menyediakan kerangka strategis berbasis data bagi pengelola angkot Cilegon untuk merancang kebijakan dan intervensi operasional yang tepat sasaran guna meningkatkan kepuasan dan kepercayaan masyarakat.

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Published

2026-07-01

Issue

Vol. 13 No. 2 (2026): Juli

Section

Articles

License

Copyright (c) 2026 Nataniel Danu Admaja Sinaga, Hartati Mediyanti Pakpahan, Pradhana Wahyu Nariendra

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