Studi Literatur Evaluasi Kualitas Pelayanan Angkutan Umum oleh Pengguna
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Abstract
Sistem transportasi umum yang baik untuk transportasi penumpang terbukti menjadi katalisator dalam mengubah kota menjadi lebih layak huni dan berkelanjutan. Merancang sistem angkutan umum yang berorientasi pada pelanggan sesuai dengan permintaan pelanggan membutuhkan pengetahuan tentang kebutuhan pelanggan dan apa yang disediakan oleh penyedia layanan angkutan umum. Makalah ini bertujuan untuk mengeksplorasi dimensi yang memengaruhi pengukuran peningkatan kualitas layanan dari perspektif pengguna dengan menggunakan metode pencarian literatur dari internet, buku, artikel jurnal dan standar terkait untuk mengidentifikasi kualitas layanan. Analisis dilakukan secara deskriptif. Hasil penelusuran literatur menunjukkan bahwa banyak peneliti di dunia telah mengembangkan pengukuran kualitas layanan berdasarkan teori SERVQUAL persepsi pelanggan, yaitu (1) keandalan, (2) daya tanggap, (3) jaminan, (4) bukti langsung, dan (5) empati. Berdasarkan lima dimensi, peneliti menyatakan kualitas pelayanan angkutan umum angkutan penumpang sektor transportasi dengan menambahkan dimensi secara terpisah meliputi (6) biaya, (7) kebijakan, (8) budaya, dan (9) dampak lingkungan. Dimensi ini digunakan sebagai variabel independen dalam hal persepsi pengguna yang akan membangun ukuran kinerja yang ditawarkan oleh penyedia layanan sebagai variabel dependen untuk analisis regresi. Analisis dengan pendekatan model yang berbeda dapat digunakan dengan mengacu pada atribut-atribut yang membentuk dimensi kualitas pelayanan angkutan umum untuk angkutan penumpang.
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