Open AccessHubungan Kualitas Pelayanan Dengan Kepuasan Masyarakat Pengguna Bus Rapid Transit (Brt) Maminasata
Author(s) -
Darwis Darwis,
Fatmawati Fatmawati,
Nasrul Haq
Publication year - 2017
Publication title -
kolaborasi
Language(s) - English
Resource type - Journals
eISSN - 2620-3499
pISSN - 2442-949X
DOI - 10.26618/kjap.v3i2.902
Subject(s) - bus rapid transit , service quality , public transport , business administration , business , advertising , service (business) , transport engineering , marketing , engineering
The aims of this research was to determine the correlation of service quality to the public satisfaction of using Bus Rapid Transit (BRT)Maminasata. This research used quantitative deskriptive type of observational (non-experimental) with cross section, and then analyzed with descriptive and inferential statistic. Data Analysis techniques was used by SPSS. The population amount from this sample is 561 passengers and 101 of them is passengers. The result of this research showed that the respondents receive good quality service from Damri Corporation as operator Bus Rapid Transit (BRT) Maminasata has value 75.51. The people feel very satisfied with the services of Bus Rapid Transit (BRT) Maminasata, it is showed the value 80.27. and then the result correlation test of product moment with significant value 5% showed there were strong correlation between quality service with public satisfaction of using Bus Rapid Transit (BRT) maminasata has Value 0.606. Keywords: Service Quality, Public Satisfaction, and Bus Rapid Transit (BRT) Maminasata. Penelitian ini bertujuan untuk mengetahui hubungan kualitas pelayanan dengan kepuasan masyarakat pengguna Bus Rapid Transit (BRT) Maminasata. Penelitian ini menggunakan deskriptif kuantitatif dengan tipe penelitian observasional (non-eksperimen) dengan pendekatan cross section, kemudian dianalisis dengan statistik deskriptif dan inferensial. Teknik analisis data yang digunakan melalui program SPSS. Populasi daalam penelitian ini yaitu sebanyak 561 penumpang dan sampel penelitian sebanyak 101 penumpang. Hasil dari penelitian ini menunjukkan bahwa responden mendapat pelayanan yang berkualitas dari Perum Damri sebagai operator Bus Rapid Transit (BRT) Maminasata dengan nilai yaitu mencapai 75.51. Masyarakat merasa sangat puas atas pelayanan Bus Rpid Transit (BRT) Maminasata, hal ini terlihat dari nilai kepuasan mencapai 80.27. kemudian dari hasil uji korelasi product moment dengan signifikan 5% menunjukkan adanya hubungan yang kuat antara kualitas pelayanan dengan kepuasan masyarakat pengguna Bus Rpid Transit (BRT) Maminasata yaitu mencapai 0.606. Kata Kunci : Kualitas Pelayanan, Kepuasan Masyarakat, dan Bus Rpid Transit (BRT)Maminasata.