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Studi Kasus Transjakarta Busway Di Provinsi Daerah Khusus Ibukota Jakarta) UNIVERSITAS INDONESIA KUALITAS LAYANAN TRANSPORTASI ( STUDI KASUS TRANSJAKARTA BUSWAY DI PROVINSI DAERAH KHUSUS IBUKOTA JAKARTA) TESIS Henri Setyawan NPM: 0806430071 FAKULTAS EKONOMI PROGRAM MAGISTER PERENCANAAN DAN KEBIJAKAN PUBLIK JAKARTA JANUARI 2012 Kualitas layanan..., Henri Setyawan, FE UI, 2012 UNIVERSITAS INDONESIA KUALITAS LAYANAN TRANSPORTASI ( STUDI KASUS TRANSJAKARTA BUSWAY DI PROVINSI DAERAH KHUSUS IBUKOTA JAKARTA) TESIS Diajukan sebagai salah satu syarat untuk memperoleh gelar Magister Ekonomi Henri Setyawan NPM: 0806430071 UNIVERSITAS INDONESIA PROGRAM MAGISTER PERENCANAAN DAN KEBIJAKAN PUBLIK KEKHUSUSAN MANAJEMEN INFRASTRUKTUR JAKARTA JANUARI 2012 Kualitas layanan..., Henri Setyawan, FE UI, 2012 SURAT PERNYATAAN BEBAS PLAGIARISME Saya yang bertandatangan dibawah ini dengan sebenarnya menyatakan bahwa tesis ini saya susun tanpa tindakan plagiarisme sesuai dengan peraturan yang berlaku di Universitas Indonesia. Jika di kemudian hari ternyata ditemukan melakukan tindakan plagiarisme, saya akan bertanggungjawab sepenuhnya dan menerima sanksi yang dijatuhkan oleh Universitas Indonesia kepada saya. Jakarta, Januari 2012 HENRI SETYAWAN ii Kualitas layanan..., Henri Setyawan, FE UI, 2012 HALAMAN PERNYATAAN ORISINILITAS Tesis ini adalah hasil karya saya sendiri dan semua sumber baik yang dikutip maupun dirujuk telah saya nyatakan dengan benar NAMA : HENRI SETYAWAN NPM : 0806430071 TANDA TANGAN : TANGGAL : Januari 2012 iii Kualitas layanan..., Henri Setyawan, FE UI, 2012 LEMBAR PENGESAHAN Tesis ini diajukan oleh : Nama : Henri Setyawan NPM : 0806430071 Program Studi : Manajemen Sektor Publik Judul Tesis : Kualitas Layanan Transportasi ( Studi Kasus TransJakarta Busway di Provinsi DKI Jakarta ) Telah berhasil dipertahankan di hadapan Dewan Penguji dan diterima sebagai bagian persyaratan yang diperlukan untuk memperoleh gelar Magister Perencanaan Dan Kebijakan Publik pada Fakultas Ekonomi Universitas Indonesia DEWAN PENGUJI Pembimbing : Mandala Manurung, S.E., M.E. ................................ Penguji : Iman Rozani, S.E., M.Sc ................................ Penguji : Nurkholis, M.S.E. ................................ Ditetapkan di : Jakarta Tanggal : Januari 2012 iv Kualitas layanan..., Henri Setyawan, FE UI, 2012 KATA PENGANTAR Puji syukur penulis panjatkan kepada Tuhan Yang Maha Esa, karena atas rahmat dan karunia-NYA, saya dapat menyelesaikan tesis ini. Penyusunan tesis ini dilakukan dalam rangka memenuhi salah satu syarat untuk mencapai gelar Magister Perencanaan Dan Kebijakan Publik pada Fakultas Ekonomi Universitas Indonesia. Tanpa bantuan dan bimbingan dari berbagai pihak, niscaya sangat sulit bagi penulis untuk menyelesaikan tesis ini. Untuk itu penulis mengucapkan terima kasih kepada: 1. Bapak Mandala Manurung, S.E., M.E., selaku dosen pembimbing yang telah menyediakan waktu, tenaga dan pikiran dalam mengarahkan penulis dalam penyusunan tesis ini 2. Keluarga besar Magister Perencanaan Dan Kebijakan Publik Fakultas Ekonomi Universitas Indonesia serta seluruh tenaga pengajar yang telah memberikan kontribusi positif sehingga saya dapat menyelesaikan tesis ini. 3. Orang tua, Istri tercinta, dan anak-anak tersayang, yang telah memberikan dukungan baik waktu, tenaga, pikiran dan kesempatan bagi saya untuk menyelesaikan studi. 4. Para pihak yang telah memberikan data dan informasi yang dibutuhkan, di antaranya adalah pimpinan dan staf dan pihak lain yang tidak dapat disebutkan satu persatu. 5. Teman-teman seperjuangan mahasiswa Magister Perencanaan Dan Kebijakan Publik Fakultas Ekonomi Universitas Indonesia. Akhir kata, saya berharap Tuhan Yang Maha Esa berkenan membalas segala kebaikan saudara-saudara semua dan semoga tesis ini memberi manfaat bagi pengembangan ilmu pegetahuan. Jakarta, Januari 2012 Henri Setyawan v Kualitas layanan..., Henri Setyawan, FE UI, 2012 LEMBAR PERNYATAAN PERSETUJUAN PUBLIKASI KARYA ILMIAH UNTUK KEPENTINGAN AKADEMIS Sebagai civitas akademik Universitas Indonesia, saya yang bertanda tangan di bawah ini: Nama : Henri Setyawan NPM : 0806430071 Program Studi : Manajemen Infrastruktur Fakultas : Ekonomi Jenis karya : Tesis demi pengembangan ilmu pengetahuan, menyetujui untuk memberikan kepada Universitas Indonesia Hak bebas Royalti Non-Eksklusif (Non-exclusife Royalti-Free Right) atas karya ilmiah saya berjudul : Kualitas Layanan Transportasi ( Studi Kasus TransJakarta Busway di Provinsi DKI Jakarta ) Dengan Hak Bebas Royalti Non-Eksklusif ini, Universitas Indonesia berhak menyimpan, mengalihmedia/format-kan, mengelola dalam bentuk pangkalan data (database), merawat, dan memublikasikannya tugas akhir saya tanpa meminta ijin dari saya selama tetap mencantumkan nama saya sebagai penulis/pencipta dan sebagai pemilik hak cipta. Demikian pernyataan ini saya buat dengan sebenarnya Dibuat di : Jakarta pada tanggal : Januari 2012 Yang menyatakan, ( Henri Setyawan) vi Kualitas layanan..., Henri Setyawan, FE UI, 2012 ABSTRAK Nama : Henri Setyawan Program studi : Magister Perencanaan dan Kebijakan Publik Judul : Kualitas Layanan Transportasi (Studi Kasus TransJakarta Busway di Provinsi DKI Jakarta ) Badan Layanan Umum Daerah (BLUD Transjakarta Busway harus bersifat profit oriented namun masih tidak meninggalkan fungsi social oriented. Sebagai “pelayanan umum” maka pengelolaan busway ditekankan pada pemberian akses dan kemudahan kepada masyarakat yang berarti bahwa unsur keterjangkauan menjadi penting. Sehubungan dengan kualitas pelayanan tersebut, peneliti tertarik untuk melakukan penelitian kepuasan pelanggan Transjakarta Busway yang didasarkan konsep lima dimensi penting dari suatu pelayanan (service), yaitu reliability, responsiveness, assurance, empathy, dan tangible. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap tingkat kepuasan masyarakat pengguna jasa layanan TransJakarta Busway milik Pemerintah Provinsi DKI Jakarta, menganalisis tingkat pelayanan operator bus way berdasarkan persepsi penumpangnya, mengajukan suatu rekomendasi perbaikan kualitas pelayanan kepada operator busway Trans Jakarta untuk pelayanan yang diberikan kepada penumpangnya. Penelitian ini membatasi bahwa variabel yang berpengaruh terhadap kepuasan pelanggan (masyarakat pengguna jasa layanan) TransJakarta Busway milik Pemerintah Provinsi DKI Jakarta di antaranya adalah faktor pelayanan yang meliputi : reliability, responsiveness, assurance, empathy, dan tangible. Kualitas pelayanan TransJakarta Busway secara keseluruhan belum memenuhi ekspektasi (harapan) pelanggan, dengan Servqual Score sebesar - 0,5396. Dengan servqual score-nya negatif mengindikasikan terdapat kesenjangan pelayanan antara harapan pelanggan dengan persepsi pelanggan terhadap pelayanan riil (kinerja) TransJakarta Busway. Perlu adanya kegiatan perbaikan kualitas pelayanan untuk masing-masing dimensi dilihat dari skor servqual yang memiliki kesenjangan negatif tertinggi. Agar kualitas pelayanan berhasil, maka perlu adanya pembenahan intern, fasilitasi, dan evaluasi bagi seluruh pelaku dalam organisasi untuk memberikan pelayanan yang berkualitas. Kata kunci : Kebijakan publik, transportasi, busway TransJakarta, kepuasan pelanggan Daftar Kepustakaan : 25 buku, 10 peraturan perundangan, 1 terbitan pemerintah, 7 website, 1 artikel dan surat kabar, 3 terbitan terbatas vii Kualitas layanan..., Henri Setyawan, FE UI, 2012 ABSTRACT Name : Henri Setyawan Study Program : Master of Planning and Public Policy Title : Quality Service of Transportation (Case Study TransJakarta Busway in Jakarta ) Badan Layanan Umum Daerah (BLUD) Transjakarta Busway must be profit oriented, but still did not leave a social function oriented. As a "public service" then the busway management emphasis on providing access and convenience to the public which means that the element of affordability is important. With respect to service quality, researchers interested in conducting customer satisfaction research based on the concept of Transjakarta Busway five key dimensions of a service (service), ie reliability, responsiveness, assurance, empathy, and tangible. The purpose of this study was to determine the effect of quality of service to the level of community satisfaction with the service user's TransJakarta Busway Jakarta Provincial Government, bus operators to analyze the level of service based on the perception of passengers way, puts forth a recommendation to improve the quality of service to the Trans Jakarta busway operators for services provided to the passengers. This study limits the variables that influence customer satisfaction (public service users) TransJakarta Busway Jakarta provincial government-owned factors include services that include: reliability, responsiveness, assurance, empathy, and tangible. TransJakarta Busway service quality as a whole has not met expectations (expectations) customers, with the SERVQUAL score of -0.5396. With his servqual negative score indicates there is a gap between customer expectations of service with the customer's perception of the real service (performance) TransJakarta Busway. Need for service quality improvement activities for each dimension of the score servqual seen that has the highest negative gap. In order for quality of service is successful, it is necessary internal reform, facilitation, and evaluation for all players in the organization to provide quality service. Key words: Public policy, transportation, TranJakarta Busway, Customer satisfacttion Bibliography : 25 books, 10 rules of constitution, 1 government publications, 7 websites, 1 articles, 3 limited publications viii Kualitas layanan...,
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