TA DIGITAL
Analisis kajian kepuasan pelanggan pada pelayanan bus rapid transit (BRT) trans Semarang
As service providers mass transportation , the Bus Rapid Transit ( BRT ) Trans Semarang need to keep the quality of service to meet customer satisfaction by improving service quality it is hoped a Trans Semarang (BRT) be able to overcome our dependence on private vehicles and reduce traffic congestion in Semarang.
The object of this research is to analyze the level of costumers satisfaction in using BRT Trans Semarang. The analysis used in the form of customer satisfaction index by knowing the level between the performance and interests .The data are collected through a questionnaire in the form of a statement of the quality of services covering a form of tangibles, reliability, assurance, responsiveness and empathy. With a population of BRT Trans Semarang users during the year 2014. 100 persons are used as respondents.
This research result it can be seen the level of satisfaction customers brt trans semarang by virtue of conformity between the performance and interests on the variables of a Tangibles 75,96% expressed satisfied, Reliability of 84,87% expressed satisfied, 93,80% Assurance expressed satisfied, the Responsiveness of 89,83 % expressed satisfied and Empathy expressed by 86,71 satisfied. Then the result be inserted in a diagram kartesius to identified improving priority for the company.
Kata Kunci: Kualitas pelayanan, jasa, kepuasan, diagram kartesius, indeks kepuasan pelanggan
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