Analisis Tingkat Kepuasan Pengguna Bus Rapid Transit (Brt) Trans Semarang Dengan Metode Heterogeneous Customer Satisfaction Index Dan Importance Performance Analysis

Abstract

User Satisfaction Analysis of Bus Rapid Transit (BRT) Trans Semarang with Heterogeneous Customer Satisfaction Index and Importance Performance Analysis. The quality of services is the aspects that are really affecting choice travel users. Customers who has the good experience by the service will be use the transportation choice again, while customers who have trouble with services will not use the transportation choice again. The research was conducted to obtain variable what has poor value service and must be immediately repaired. The sample size of the respondents as many as 100 the user BRT trans semarang in particular dismissal. All respondents given the questionnaire associated with attribute services provided by the BRT Trans Semarang. The result showed that value CSI obtained is as much as 50,8 % and value HCSI of 50,5 % that characterizes criteria are not satisfied. As for attributes needs to be done improvement based on the results of IPA that is noise bus, the waiting room in every dismissal, cleanliness seats, the floor, and windows, cleanliness exterior bus, the pollution vehicles