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Analysis of Passenger Satisfaction with Facilities at Cileungsi Bus Station
Widodo Budi Dermawan, Aufa Ahda Yukminuna Bilgoibi, Muhammad Isradi, Amar Mufhidin.
Faculty of Engineering, Mercu Buana University Jakarta, Indonesia [email protected], [email protected], [email protected]
Abstract
Cileungsi Bus Station is a type B passenger Bus Station located on Highway Cileungsi-Jonggol, Cileungsi Village,Cileungsi Districts, Bogor Regency. The 2.7 hectare bus station, which was completed in 2006, is now managed by the Transportation Agency of West Java Province. The Cileungsi bus station was built to relocate public transportation that was previously parked at the Cileungsi flyover and makes it easier for passengers to find and choose public transportation to ride according to the routes available at the Bus Station. Therefore, it is very important to know how the current infrastructure conditions at the Cileungsi Bus Station and the level of satisfaction of public transport passengers with the performance of the facilities at the Cileungsi Bus Station. This study the authors used a field survey method by making direct observations on facilities and distributing questionnaires to passengers using the reference to the Ministerial Regulation. Transportation No.
PM 48/2015 Standar Pelayanan Minimum, which then the results will be processed with the help of SPSS software using the Importance Performance Analysis (IPA) method, the results will automatically come out, and what aspects need to be improved again the facility performance and passenger satisfaction through the quadrant already determined. The results of the evaluation show the highest volume of passengers starting from July 2020 to December 2020, namely in August totaling 2,804 people with an average number of passengers per day of 45 people. The number of passengers crowding the Cileungsi Bus Station occurred in the morning at 07 : 00 WIB to 09:00 and Afternoon from 16:00 WIB to 19:00 WIB occurs on Monday to Friday. Meanwhile, the evaluation results of the level of passenger satisfaction with the facility's performance with a score of 2.90, which is Good, and passenger satisfaction with the facilities at Ciluengsi Bus Station is 2.83, which means that there is a need for an increase in the existing facility services by the manager of the Cileungsi Bus Station.
Keywords :
Bus Station, Facilities, Minimum Service Standards, Public Transportation, Passenger Satisfaction.
1. Introduction
In line with the increasing population in Bogor Regency and as a city that has a very strategic position and role in national development, the arrangement of infrastructure facilities and infrastructure in the Bogor Regency area becomes important so that all development activities can be carried out optimally and structured so that There is a good relationship between development activities.
Cileungsi Bus Station is a type B passenger Bus Station located on Jalan Raya Cileungsi-Jonggol, Cileungsi Village, Cileungsi District, Bogor Regency. The 2.7 hectare Bus Station, which was completed in 2006, is now managed by the Transportation Agency of West Java Province. The Cileungsi Bus Station was built to relocate public transportation that was previously parked at the Cileungsi flyover and makes it easier for passengers to find and choose public transportation to take according to the routes available at the Bus Station.
The transportation system is a form of attachment and linkage between passengers, goods, infrastructure, and interacting facilities in the context of moving people or goods that are covered by an order, both natural and artificial / engineered (Hadihardaja, 1997).
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Figure 1. Bus Station
Bus Station is a road transportation infrastructure for the purposes of loading and unloading people and / or goods and arranging the arrival and departure of public transportation, which is one form of transport network nodes. (Administrasi Perhubungan Kendaraan Prasarana, 2010)
In realizing the transportation system in Bogor Regency, it is hoped that the community will switch from previously taking public transportation on the Cilungsi flyover, which is expected to go up through the Cileungsi Bus Station so that it can unravel congestion at the Cileungsi intersection, Bus Station managers must provide services best in the operation of the Cileungsi Bus Station so that passengers board according to the space provided.
To find out what the quality of service provided to passengers is needed, it is necessary to analyze the quality of service for Cleungsi Bus Station services based on 6 dimensions of Minimum Service Standards.
Standard passenger Bus Station services based on the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 40 of 2015, are provided and implemented by road transport passenger Bus Stations which include 6 (six) services, including:
a) Safety b) Security
c) Reliability or integrity.
d) Convenience e) Convenience.
f) Equality.
The objectives of this study are:
a) To determine the performance of services and facilities at the Cileungsi Bus Station.
b) Knowing the users' wishes or expectations for service facilities at the Cileungsi Bus Station.
c) Knowing whether the facilities at the Chilean Bus Station have met the Minimum Service Standards.
2. Research Methodology
In this study, the writer requires a stage in the research process, the first is to distribute a questionnaire with questions that refer to the 6 dimensions of minimum service standards to service quality then to 90 respondents in person and online, the respondent will provide a Likert scale assessment of the quality of facility performance. with service satisfaction at Terinal Cileungsi following 31 statement items in the questionnaire that the researcher gave, then the second is primary and secondary data collection, primary data is obtained from questionnaire answers from respondents while secondary data is obtained from the Department of Transportation of West Java Province, then processes data using themethod ImportancePerformance Analysis and analyzing it with several data testing, namely validity test, reliability test, and normality test.
2.1. Data Processing of Questionnaire Results 3. Result and Discussion
data that has been collected is then processed using themethod Important Performance Analysis generated from a statistical analysis-based aid application, namely SPSS, by comparing the quality of performance of the
With the satisfaction with the service obtained from the passenger's answer to the service provided by the manager of the Cileungsi Bus Station, the result is the priority level of the statement attribute in the questionnaire presented in a Cartesian diagram.
58 2.2. Data Analysis
To find out which instruments are properly arranged both in measuring the level of service and producing valid data, several tests are carried out as follows:
2.2.1. Validity Test
Ghozali, (2009) states that the validity test is used to measure whether a questionnaire is valid or not The validity test has the following test criteria. If rCalculate < the result of rTable, then the data is valid, otherwise if rCalculate> from the rTable number then the data is Invalid
2.2.2. Reliability Test Reliability
test is an index that shows the extent to which a measuring instrument can be trusted or reliable. If a measuring device is used twice - to measure the same symptoms and the measurement results obtained are relatively consistent, then the measuring device is reliable Masri and Effendi, (2008) in Sari, (2014). Testing with testing criteria is determined if Cronbach's Alpha > than 0.6 then the data is reliable. If Cronbach's Alpha <
0.6 then the data is not reliable.
2.2.3. Normality Test
Ghozali, (2016), the normality test is carried out to test whether the residual variable in the regression model has a normal distribution. The normality test was carried out using the logrov-Smirnov test with the test criteria if the significance was> than 0.05, the data were normally distributed. Conversely, if the significance
<0.05, then the data are not normally distributed.
3. Result and Analysis
3.1. Total Passenger Volume at Cileungsi Bus Station
Below is the total passenger volume at the Cileungsi Bus Station from July 2020 - December 2020, can be seen in Figure 2:
Figure 2. Graph of the Number of Passengers at the Cileungsi Bus Station.
The following is the average number of passengers per day at the Cileungsi Bus Station from July 2020 - December 2020, can be seen in table 1:
Table 1. Average number passengers in Cileungsi Bus Station Classification
Month
Total July August September October November December
Number of
Passengers 2,613 2,804 2,325 1,419 1,488 2,368 12,017
Average - Average Passenger /
Day
42 45 39 20 25 40 -
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Can be seen that the highest number of passengers at the Cileungsi Bus Station was in August 2020 amounting to 2,804 passengers per month, the highest number of average passengers per day was in August 2020 with 45 passengers per day, while the lowest number of passengers per day was in October 2020 as many as 20 people per day.
3.2. Characteristics of Respondents from Passenger Bus Station Cileungsi. The
following is the grouping of respondents based on gender or sex, age and profession of passengers at Bus Station Cilungsi. The number of respondents in this study was 90 respondents, can be seen in table 2, table 3, and table 4:
Table 2.Number of passengers by gender Category Frequency Percentage
Male - Male 51 57%
Female 39 43%
Total 90 100%
Table 3. number of passengers by age Category Frequency Percentage
<20 Years 9 10%
20-30 Years 69 76%
30-40 Years 9 10%
40-50 Years 3 4%
Total 90 100%
Table 4.Number of passengers by profession Category Frequency Percentage of
Students 51 56%
Private Employees
25 28%
Civil Servants 3 3%
Housewives 6 7%
Others 5 6%
Total 90 100%
3.3. Assessment of Facility Performance Levels and Passenger Satisfaction.
The following is an assessment of the level of facility performance and passenger satisfaction, can be seen in Figure 3:
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Figure 3. Graph of Facility Performance Assessment and Passenger Satisfaction
From the table above it can be seen that the average The total average of each service dimension is as follows:
1. The performance of the facilities at the Cileungsi Bus Station has an average score of 2.90 out of 5.00, meaningit can be concluded that the performance of the facilities available is good.
2. Passenger satisfaction with the facilities at the Chilean Bus Station obtains an average score of 2.83 out of 5.00, meaning that it can be concluded that the satisfaction with the facilities provided to passengers is good.
3.4. Calculation of Priority Levels The
following is a Cartesian diagram that has been processed using the SPSS program, can be seen in Figure 4:
Figure 4. Cartesian Diagram
Based on the results of the data processing above, the statement items are described by the Cartesian diagram, then can be described as follows:
1. Quadrant A shows the Main Priority that service performance is below average but passenger satisfaction scores are above average. The service factor in this quadrant must be the main priority in handling in order to create quality service
a. Safety:
a) Availability of pedestrian lanes that minimize crossing with motorized vehicles b. Service:
a) Availability of pedestrian lanes that minimize crossing with motorized vehicles
2. Quadrant B indicates Maintain Achievement that the value of service performance and passenger satisfaction value is above average, where for the service factors in this quadrant to maintain performance, because performance and satisfaction are in line with expectations.
a. Safety
a) Information on safety facilities in the form of stickers, video, audio, and information signs - Availability of signposts / dividers for queuing up / down passengers
b) Lighting in the Bus Station area
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c) A barrier sign for a safe distance between passengers and vehicles when they want to take public transportation.
b. Reliability
a) Availability of ticket sales services at ticket counters or using ticket machines.
b) Information on the operation and departure schedule of public transport services c) Adequate and clean public toilet facilities.
d) Lighting that serves as a light source in passenger facilities for the convenience of passengers e) Garbage dumps provided in the Bus Station area
c. Convenience
a) Service information that is easy to read properly b) Information on public transportation trip disruptions
c) Passenger service facilities in providing information on public transport trips and services.
d) Parking lots for 4-wheeled and 2-wheeled vehicles in the area around the cielungsi Bus Station.
e) Signs of directions such as information boards.
3. Quadrant C shows Low Priority, items in this quadrant show service performance appraisals and satisfaction ratings at the same low level, but the implementation still needs to be improved so that passenger expectations are met.
a. Safety
a) Availability of health facilities for emergency handling b. Security
a) Crime prevention equipment such as CCTV in every corner of the Bus Station.
c. Realibility
a) Availability of arrival and delay d. Comfort
a) Cleanliness in the Bus Station area
b) A comfortable waiting room equipped with air conditioning.
c) Availability of nursing room with chair / sofa and available AC / fan / Air ventilation. - Availability of rooms for smokers
e. Convenience
a) Access specifically for pedestrians / passengers with special needs f. Equality
a) Facilities for passengers with special needs
b) Availability of special lanes for passengers using wheelchairs.
4. Quadrant D shows Excessive, items that are in this quadrant show service performance appraisals above average but satisfaction is below average so that items update Passenger satisfaction is considered excessive in its implementation by passengers because passengers do not think they have high hopes for the item, but the implementation is done very well.
a. Safety
a) Availability of information and equipment for emergency rescue in danger (fire, accident or natural disaster).
b. Comfort
a) Public toilet facilities are sufficient and clean.
3.5. Validity Test
In conducting the validity test, the researcher used the SPSS program by entering the value of facility performance and customer satisfaction. To determine the r table, it can be seen in the distribution table of the R value of 5% and 1% significance, the way is seen based on the number of respondents, namely 90 so that the r value can be seen. The table to be used is 0.207. The results of the validity test that the author did show that the results of rcount> which means valid.
Here are the results of tests on the performance and service satisfaction, can be seen in Table 5 and Table 6:
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Table 5. Performance Validity of Test Resultsamenities Variable Rated R arithmetic Rated R tables Decree
X1 0.659 0.207 Valid
X2 0.734 0.207 Valid
X3 0.770 0.207 Valid
X4 0.693 0.207 Valid
X5 0.775 0.207 Valid
X6 0.758 0.207 Valid
X7 0.665 0.207 Valid
X8 0.692 0.207 Valid
X9 0.609 0.207 Valid
X10 0.667 0.207 Valid
X11 0.684 0.207 Valid
X12 0.626 0.207 Valid
X13 0.754 0.207 Valid
X14 0.728 0.207 Valid
X15 0.621 0.207 Valid
X16 0.692 0.207 Valid
X17 0.772 0.207 Valid
X18 0.754 0.207 Valid
X19 0.593 0.207 Valid
X20 0.675 0.207 Valid
X21 0.715 0.207 Valid
X22 0.793 0.207 Valid
X23 0.748 0.207 Valid
X24 0.743 0.207 Valid
X25 0.735 0.207 Valid
X26 0.638 0.207 Valid
X27 0.719 0.207 Valid
X30 0.756 0.207 Valid
X31 0.776 0.207 Valid
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Table 6 Passenger Satisfaction Validity Test Results .
Variable Value of R calculate the value of R Table Decision
Y1 0.754 0.207 Valid
Y2 0.797 0.207 Valid
Y3 0.743 0.207 Valid
Y4 0.789 0.207 Valid
Y5 0.867 0.207 Valid
Y6 0.832 0.207 Valid
Y7 0.791 0.207 Valid
Y8 0.789 0.207 Valid
Y9 0.715 0.207 Valid
Y10 0.765 0.207 Valid
Y11 0.705 0.207 Valid
Y12 0.792 0.207 Valid
Y13 0.710 0.207 Valid
Y14 0.665 0.207 Valid
Y15 0.634 0.207 Valid
Y16 0.672 0.207 Valid
Y17 0.568 0.207 Valid
Y18 0.603 0.207 Valid
Y19 0.564 0.207 Valid
Y20 0.793 0.207 Valid
Y21 0.752 0.207 Valid
y22 0.744 0.207 Valid
Y23 0.771 0.207 Valid
Y24 0.765 0.207 Valid
Y25 0.709 0.207 Valid
Y26 0.568 0.207 Valid
Y27 0.716 0.207 Valid
Y28 0.730 0.207 Valid
Y29 0.707 0.207 Valid
Y30 0.706 0.207 Valid
Y31 0.756 0.207 Valid
64 3.6. ReliabilityReliability
Testingtesting is done by testing the instrument just once. Then analyzed using the Amethodlpha Cronbach. In this study, the authors conducted a reliability test usingsoftware SPSS, by entering the facility performance score and passenger satisfaction, the data can be declared reliable if Cronbach's Alpha> 0.6, whereas if Cronbach's Alpha <0.6, then it is not reliable. In the Reliability Test, the data that the author inputs scores from Cronbach's Alpha> 0.6, so it can be concluded that the results are reliable.
Following are the results of testing performance and service satisfaction, can be seen in Table 7 and Table 8:
Table 7. Results of Performance Reliability Test Facilities Reliability Statistics
Cronbach's Alpha
N of Items
0.966 31
Table 8.Test Results of Passenger Satisfaction Reliability
StatisticsReliability Statistics Cronbach'
s Alpha
N of Items
0.966 31
3.7. Normality
Test This test aims to determine whether the results of questionnaire distribution data are normally distributed or not. In conducting the normality test on the value of facility performance and passenger satisfaction, researchers used the SPSS program by performing thenormality test Kolmogorov-Smirnov on thevalue unstandardized residual (Res_1). The questionnaire is stated to be normally distributed if the significance value is> 0.05, while if the significance value is <0.05 then the questionnaire is not normally distributed. From the normality test, it can be seen that thevalue significance obtained is 0.084> 0.05, so it can be concluded that all data are declared normally distributed.
Normality test results can be seen in Table 9.:
Table 9. Normality Test Results
Unstandartdz ed Residual
N 90
Normal Parameters Mean ,0000000 Std.Deviation 5,56594679
Most Extreme Differences Absolute 133
Positif 093 Negative -133
Kolmogorov Sminov Z 1.260
Asymp Sig (2-talled) 084
a. Test distribution is Normal 4. Conlussion
From the research that has been carried out on the performance of facilities and passenger satisfaction at the Cileungsi Bus Station, some conclusions can be drawn as follows:
a. Based on data obtained from the Bogor Regency Transportation Office, data on the number of public transport passengers in 2020 from July to December 2020, it can be seen that the highest total number of passengers was in August 2020, namely 2,804 passengers, the highest average of passengers per day is in August 2020, there were 45 passengers per day.
b. It can be stated that the quality satisfaction with the performance of the facilities at the Cileungsi Bus Station is good. - With an average rating for the facility performance of 2.90 out of 5.00, it means that it can be concluded that the quality of the performance of the facilities provided to passengers is Good.
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a) The average rating for service satisfaction is 2.83 out of 5.00, it means that it can be concluded that satisfaction with the performance of the facilities provided to passengers is Good.
c. After processing the data, anImportant Performance Analysis is madebased on the average calculation table, then the items will be grouped into 4 priority quadrants so that conclusions can be drawn about services that need to be improved so that the services that passengers get are in accordance with their expectations.
a) The following services that need to be improved are presented in quadrant C, namely:
b) Availability of health facilities for emergency handling
c) Crime prevention equipment such as CCTV in every corner of the Bus Station.
d) Availability of information on arrival and delay e) Cleanliness in the Bus Station area
f) Comfortable waiting room and equipped with air conditioning.
g) Availability of nursing room with chairs / sofa and available AC / fan / Air ventilation - Availability of rooms for smokers
h) Special access for pedestrians / passengers with special needs i) Facilities for passengers with special needs
j) Availability of special lanes for passengers using wheelchairs.
k) Availability of facilities for nursing rooms.
References
Administrasi Perhubungan Kendaraan Prasarana (2010) UU RI No 14 Tahun 1992 Tentang Lalu Linta dan Angkutan Jalan, Menteri/Sekretaris Negara Republik Indonesia. Available at: https://ngada.org/uu14- 1992bt.htm#atas.
Ghozali, I. (2009) Ekonometrika: Teori, Konsep dan Aplikasi dengan SPSS. Semarang: Badan Penerbit UNDIP.
Ghozali, I. (2016) Aplikasi Analisis Multivariete IBM SPSS 23. Semarang: Badan Penerbit UNDIP.
Hadihardaja, J. (1997) Sistem Transportasi. Jakarta: Gunadarma.
Masri, S. and Effendi, S. (2008) Metode Penelitian Survei. Jakarta: LP3ES.
Sari, A. R. (2014) Analisis Tingkat Pengetahuan Mahasiswa Pendidikan Kesejahteraan Keluarga Terhadap Istilah – Istilah Busana. Univrsitas Negeri Makasar.
Biographies.
Widodo Budi Dermawan, born on July 2, 1970. Completed his undergraduate degree at Parahyangan Catholic University Bandung in 1994 with the title of his final assignment on Refueling System at Soekarno Hatta International Airport. Completed his master's degree at the University of Wisconsin at Madison, USA in 1996 with the title of his thesis "A Path-based Multi-class Dynamic Traffic Assignment Model". Lecturer in Transportation Engineering, Road Geometric Design, and Transportation Infrastructure at the Faculty of Civil Engineering, Mercu Buana University, Jakarta. Areas of research undertaken include road safety engineering, development of accident prediction models and the Intelligent Transportation System (ITS).
Aufa Ahda Yukminuna Bilgoibi., Was born in Bekasi on September 12, 1999. He is pursuing a Bachelor's Degree in Civil Engineering Study Program at Mercu Buana University and will graduate in 2021. Graduated from Middle School of Madrasah Aliyah Negeri 2 Ciracas, East Jakarta in 2017. He was an intern on development projects Apartment Nuance Pondok Kelapa as field assistants, he was also involved in several seminars civil engineering as a committee, the National seminar: "Model development of Transport Infrastructure" in2018,"Management Transit-Oriented development Modern" in 2019, seminar and Workshop International : "Sustainability on Industry and community: impact of research and publication" in 2019.
Muhammad Isradi., was born in Kandangan on August 18, 1972. He is the secretary of the Civil Engineering study program at Mercu Buana University. He earned a Bachelor of Civil Engineering degree from the University of Muhammadiyah Malang in 1998 with his thesis title One Way Flat Plate Planning at Ratu Plaza Madiun. Then obtained the title Master of Civil Engineering, Transportation Concentration from Brawijaya University in 2001 with the title of thesis, Analysis of Model of Family Movement Awakening in the Sawojajar Housing Area of Malang. He also teaches several subjects such as Pavement Planning, Road Geometric Planning, Transportation Planning and Environmental Engineering.
Amar Mufhidin., Born in Majalengka on June 16, 1991. Lecturer in several study programs: pavement planning, road geometric planning, and transportation planning. Obtained a degree in Civil Engineering from the University of Education of Indonesia, and a Masters in Civil Engineering with a concentration in transportation from the Bandung Institute of Technology. He has a pavement expertise certificate from the Construction Services Regulatory Agency. And he is still active in road planning projects in Indonesia.
