WIJAYA, THE MICHELL ADIPUTRA and SYAH, BUNGA ALAMMANDA (2025) ANALISIS TINGKAT KEPUASAN PENGGUNA JASA TRANSPORTASI BUS TRANS SEMARANG TERHADAP KINERJA PELAYANAN (KORIDOR V) DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, UNIVERSITAS KATOLIK SOEGIJAPRANATA.

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Abstract

The capital of Central Java Province, Semarang, is still seeing tremendous economic expansion. Congestion has arisen at several locations as a result of the population growth and increased use of private automobiles. As a solution, the Semarang City Government has developed the Trans Semarang bus transportation system aimed at improving public mobility, reducing congestion, and providing faster, more comfortable, and affordable transportation options. The severe congestion in Semarang City is caused by the inability of road infrastructure to accommodate the increasing number of motor vehicles, with 1,875,781 vehicles registered in 2021 and a growth rate of 6% per year. To address this issue, the development of efficient public transportation that can accommodate a large number of passengers is needed to reduce the use of private vehicles. Trans Semarang has several corridors with different routes and fleets. This study focus to analyzes level of satisfaction of Trans Semarang bus service users with service performance on Corridor V using the CSI and IPA methods, which are used to obtain data and information on user satisfaction levels and to determine the attributes that require improvement and upkeep. Trans Semarang Corridor V serves as one of the public transportation modes connecting various areas in Semarang City. The study's findings indicate that how satisfied of Trans Semarang bus service users with service performance on Corridor V is "Satisfied," with a CSI value of 0.79. There are 11 aspects of the service that should be prioritized for enhancement, including ticket availability, security disturbance information, route information, driver condition, fire extinguishers (APAR), health facilities, emergency exits, passenger capacity, priority services for people with disabilities, and information completeness.

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