Analisis Pengaruh Kualitas Pelayanan Halte Bus Listrik Trans Medan terhadap Tingkat Kepuasan Penumpang Studi Kasus : Halte (BS13) Lapangan Merdeka dan Halte Umum
Abstract
Transportasi umum mempunyai peranan penting dalam mendukung mobilitas masyarakat perkotaan. Salah satu fasilitas pendukung pelayanan transportasi umum adalah halte. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan penumpang, mengetahui atribut pelayanan yang menjadi prioritas perbaikan, serta menganalisis pengaruh kualitas pelayanan halte terhadap tingkat kepuasan penumpang Bus Listrik Bus Listrik Trans Medan dengan studi kasus pada Halte BS13 Lapangan Merdeka dan halte umum Bus Listrik Trans Medan. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan jenis penelitian deskriptif. Pengumpulan data dilakukan melalui penyebaran kuesioner kepada pengguna halte BS13 Lapangan Merdeka dan halte umum Bus Listrik Trans Medan. Metode analisis yang digunakan yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), dan analisis regresi linear berganda. Indikator penelitian mengacu pada Peraturan Menteri Perhubungan Nomor 10 Tahun 2012 sebagaimana pembaruan dalam Peraturan Menteri Perhubungan Nomor 27 Tahun 2015 yang mencakup aspek keamanan, keselamatan, kenyamanan, keterjangkauan, kesetaraan, dan keteraturan. Hasil penelitian menunjukkan bahwa tingkat kepuasan penumpang pada Halte BS13 Lapangan Merdeka memperoleh nilai CSI sebesar 78% dengan kategori puas, sedangkan halte umum memperoleh nilai CSI sebesar 69% dengan kategori puas. Hasil analisis IPA menunjukkan bahwa beberapa atribut pelayanan yang menjadi prioritas perbaikan pada halte umum meliputi lampu penerangan, informasi gangguan keamanan, fasilitas pengatur suhu ruangan, fasilitas keselamatan, dan tempat duduk penumpang. Berdasarkan hasil penelitian, peningkatan kualitas pelayanan halte terutama pada halte umum perlu dilakukan guna meningkatkan kenyamanan, keamanan, dan kepuasan pengguna transportasi masyarakat di Kota Medan.
Downloads
References
Abid Saleem, M. A., Afzal, H., Ahmad, F., Ismail, H., & Nguyen, N. (2023). An exploration and importance-performance analysis of bus rapid transit systems’ service quality attributes: Evidence from an emerging economy. Transport Policy, 141, 1–13.
Adhwa, M., Dermawan, W. B., & Isradi, M. (2025). Analisis Kepuasan Penumpang Terhadap Pelayanan Dan Kinerja Operasional Terminal Bus Pondok Cabe Dengan Metode Ipa Dan Csi. Journal Of Artificial Intelligence And Digital Business (Riggs), 4(3), 3239–3248.
Affif, A. M. (2021). Pengaruh Desain Fasilitas Halte Terhadap Kepuasan Pengguna Bus Trans Metro Deli. Ruang-Space, Jurnal Lingkungan Binaan (Space : Journal Of The Built Environment), 8(2), 137. Https://Doi.Org/10.24843/Jrs.2021.V08.I02.P05
Aisyah, A., Putri, A., Purwaningsih, R., Widharto, Y., & Anggraini, D. (2025). Evaluating Service Quality And Passenger Satisfaction Of Feeder Buses In Urban Public Transportation. Jurnal Teknik Universitas Diponegoro, 20(2).
Anjani, G. I., Nurhayati, P., & Yuliati, L. N. (2025). The Impact Of Service Quality And Customer Satisfaction On Reuse Intention In Urban Public Transportation. Indonesian Journal Of Business And Entrepreneurship, 11(1), 212–225.
Ardy Kurniawan. (2019). Pengaruh Kaulitas Layanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Rumah Makan Pecel Ayam Pok-Pok Sidodadi Bangau Sakti Panam Pekanbaru. 3(1), 18–23.
Bakhtiar, A., Ningtyas, L. P., & Suliantoro, H. (2024). Transjakarta Corridor I Service Improvement Design Using Customer Satisfaction Index (Csi) And Importance Performance Analysis (Ipa) Methods. Technology And Engineering Management Conference - Asia Pacific, Temscon-Aspac 2024, 1(1), 1–20. Https://Doi.Org/10.1109/Temscon-Aspac62480.2024.11024868
Cartenì, A., Henke, I., Falanga, A., & Picone, M. (2025). Transport Quality And User Perception : Effect Of Bus Station Hedonic Quality On Student Trip Behavior. Journal Of Transport Geography, 126(April), 104235. Https://Doi.Org/10.1016/J.Jtrangeo.2025.104235
Chikkabagewadi, S., V.M.Devappa, & V.V.Karjinn. (2022). Evaluation Of The Bus Service Quality And A Strategy For Improvement Service : Based On Importance Performance Analysis And Customer Satisfaction Index. Journal Of Pharmaceutical Negative Results, 13(7), 5441–5453. Https://Doi.Org/10.47750/Pnr.2022.13.S07.665
Cortopassi, R., Lobo, G., Denes-Santos, D., & Jos, F. (2025). Research In Transportation Business & Management Electric Bus Adoption For Sustainable Urban Mobility : Public Policies , Technological Maturity Of Cities , And Small Business Innovation. Research In Transportation Business & Management, 62(July).
Darwi, M., Islamiyah, & Jundillah, M. L. (2023). Implementation Of The Pieces Framework Method As An Analysis Of Student Satisfaction Levels In Using Academic Information Systems. Adopsi Teknologi Dan Sistem Informasi (Atasi), 2(1), 59–70. Https://Doi.Org/10.30872/Atasi.V2i1.459
Dawaman, M. A., & Afrizal, T. (2025). Optimalisasi Pelayanan Halte Transjakarta (Studi Kasus Koridor 6u Halte Pasar Minggu – Blok M). Journal Of Management And Public Policy, 14(2), 802–815.
Enis Kucuk & Aldemir. (2020). A Literature Review On Urban Public Transportation. December, 17–19.
Fadhlullah, M., Bakar, A., Norhisham, S., Katman, H. Y., Fai, C. M., Najwa, N., Mohd, I., Sarah, N., & Samsudin, S. (2022). Service Quality Of Bus Performance In Asia : A Systematic Literature Review And Conceptual Framework. Mdpi Sustainability, 14, 1–21.
Ferdinald, D. J., Siregar, H., Mubarok, A., & Manurung, E. H. (2025). Evaluasi Pengaruh Fasilitas Halte Transjakarta Terhadap Tingkat Kepuasan Penumpang Menggunakan Analisis Spss. Jurnal Global Ilmiah, 2(9), 627–642. Https://Doi.Org/10.55324/Jgi.V2i9.226
Fikri, H., Shalihati, F., & Watazawwadu’ilmi1, S. (2025). Service Quality And User Satisfaction Of Jaklingko Mikrotrans: Evidence From Jakarta’s Public Transport System. Business Review And Case Studies, 6(3), 470–481.
Ghozali, I. (2019). Uji Instrumen Data Kuesioner. In C. Gunawan, Regresi Linear Berganda Tutorial Spss Lengkap (Skripsi Bisa. (Ed.)).
Ghozali, I. (2020). Aplikasi Analisis Multivariate Dengan Program Ibm Spss 21. Badan Penerbit Undip.
Hermawati, P., Zainordin, N. H., Eng, T. W., Asta, A. A. A., & Sutapa, I. K. (2026). Importance–Performance Analysis Of Bus Rapid Transit Service Attributes For Passenger Satisfaction And Sustainability. Advance Sustainable Science, Engineering And Technology (Asset), 8(1), 1–16.
Hoo, W. C., Waheeda, A., & Reesha, A. (2023). Factors Influencing The Passenger Satisfaction At Public Transport In Kuala Lumacpur , Malaysia. Journal Of Project Management Practice (Jpmp), 3(1), 77–94.
Irawan, B. B., Momon, M., Fitria, W., & Susdiani, L. (2024). Analysis Of Public Transport Users’ Satisfaction Using Importance Performance Analysis (Ipa) Methods: Trans Padang Case Study. Conference On Innovation In Technology And Engineering Science 2022.
Jin, H., Gao, J., Shen, Z., Cai, M., Zhu, X., & Wu, J. (2025). Dynamic Evaluation For Subway – Bus Transfer Quality Referring To Benefits , Convenience , And Reliability. Mdpi Sustainability, 8.
Kalaoane, R. C., Musakwa, W., Kibangou, A., Gumbo, T., Musonda, I., & Matamanda, A. R. (2024). Bibliometric Analysis Of Quality Of Service In Public Transportation : Current And Future Trends. Scientific African, 23(January), E02059. Https://Doi.Org/10.1016/J.Sciaf.2024.E02059
Kalhoro, M., Yong, H. N. A., & Spr, C. R. (2025). From Service Quality To Loyalty : Understanding Rail Commuter Sat- Isfaction In Greater Kuala Lumpur. Transportation Development Researc, 03(02), 9–28.
Lai, X., Teng, J., Schonfeld, P., & Ling, L. (2020). Resilient Schedule Coordination For A Bus Transit Corridor. Journal, 2020.
Mahardhini, P.-, & Rahdriawan, M.-. (2012). The Quality Of Bus Rapid Transit (Brt) Shelter Services Of Mangkang-Penggaron Route In Cbd Semarang. Jurnal Pembangunan Wilayah & Kota, 8(1), 42. Https://Doi.Org/10.14710/Pwk.V8i1.11557
Mani, K., & Zainuddin, S. (2021). Bus Rapid Transit ( Brt ) In Malaysia : Passengers Satisfaction On Service Quality And Price. International Journal Of Innovation And Business Strategy (Ijibs, 15(2), 19–37.
Nazrul, A., Ibrahim, H., Borhan, M. N., Osman, M. H., Khairuddin, F. H., & Zakaria, N. M. (2022). An Empirical Study Of Passengers ’ Perceived Satisfaction With Monorail Service Quality : Case Of Kuala Lumpur, Malaysia. Mdpi Sustainability, 1–17.
Nazrul, A., Ibrahim, H., Borhan, M. N., Razuhanafi, M., Yazid, M., Hassan, S. A., Arham, A. F., & Hashim, S. (2023). Modelling Of Passenger Satisfaction And Reuse Intention With Monorail Services In Kuala Lumpur , Malaysia : A Hybrid Sem-Ann Approach. Mdpi Mathematics.
Copyright (c) 2026 Rizkia Tri Annisha, M. Ridwan Anas, Trihanyndio Rendy Satrya
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
