Pengaruh Aksesibilitas, Konektivitas, dan Kualitas Pelayanan terhadap Loyalitas Penumpang MRT Jakarta melalui Kepuasan Penumpang sebagai Variabel Intervening

Kayrra, Aqila (2023) Pengaruh Aksesibilitas, Konektivitas, dan Kualitas Pelayanan terhadap Loyalitas Penumpang MRT Jakarta melalui Kepuasan Penumpang sebagai Variabel Intervening. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (278kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (263kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (236kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (310kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (486kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (502kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (355kB)
	Text (Chapter6) Chapter6.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (171kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (198kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)

Abstract

Kemacetan menjadi salah satu permasalahan utama yang dihadapi oleh masyarakat Jakarta. Padahal, pemerintah telah menyediakan berbagai layanan transportasi umum guna menanggulangi kemacetan. Namun, tampaknya masyarakat khususnya di Jakarta lebih masih memilih untuk berpergian menggunakan kendaraan pribadinya. Penumpukkan kendaraan bermotor itulah yang menjadi salah satu faktor dari kemacetan di DKI Jakarta yang sulit untuk ditanggulangi. Maka dari itu, perlu diteliti faktor apa yang mampu mempengaruhi loyalitas penumpang dalam menggunakan transportasi umum, dalam hal ini yaitu MRT Jakarta. Dalam penelitian ini akan dilakukan pengujian terhadap pengaruh langsung dan tidak langsung dari faktor aksesibilitas, konektivitas, dan kualitas pelayanan terhadap kepuasan penumpang melalui kepuasan penumpang sebagai variabel intervening. Metode sampling yang digunakan yaitu purposive sampling dengan metode penentuan ukuran sampel inverse square root. Pengolahan data dilakukan menggunakan metode PLS-SEM dengan bantuan software SmartPLS. Hasilnya, didapati bahwa faktor yang memiliki pengaruh langsung terhadap kepuasan penumpang yaitu aksesibilitas (p-value: 0,000 dan t statistik: 7,161), konektivitas (p-value: 0,028 dan t statistik: 2,211), dan kualitas pelayanan (p-value: 0,000 dan t statistic 5,325). Kemudian, untuk faktor yang mempengaruhi loyalitas penumpang yaitu konektivitas (p-value: 0,001 dan t statistik: 3,428) dan kepuasan penumpang (p-value: 0,000 dan t statistik: 3,976). Terakhir, terdapat dua faktor yang mempengaruhi loyalitas penumpang melalui kepuasan penumpang, yaitu aksesibilitas (p-value: 0,001 dan t statistik: 3,312) dan kualitas pelayanan (p-value: 0,001 dan t statistik: 3,417). / Traffic congestion is one of the main problems faced by people in Jakarta. In fact, the government has already provided various public transportation services to overcome the traffic congestion. However, it seems that people, especially in Jakarta, prefer to travel using their private vehicles. The accumulation of the private vehicles is one of the factors that contributes in the traffic congestion in Jakarta which is difficult to overcome. Therefore, it is necessary to examine what factors can influence passenger’s loyalty in using public transportation, in this case, the MRT Jakarta. In this research, the direct and indirect effects of accessibility, connectivity, and service quality factors will be tested on passenger’s loyalty through the passenger’s satisfactory factors. The sampling method used in this research is purposive sampling with the inverse square root method to determine the minimum sample. The data will be processed by using PLS-SEM method with the help of SmartPLS software. As a result, it was found that the factors that have a direct influence on passenger satisfaction are accessibility (p-value: 0.000 and t statistic: 7.161), connectivity (p-value: 0.028 and t statistic: 2.211), and quality of service (p-value: 0.000 and t statistic: 5.325). As for the factors that directly affects passenger loyalty are, connectivity (p-value: 0.001 and t statistic: 3.428) and passenger’s satisfaction (p-value: 0.000 and t statistic: 3.976). Lastly, the two factors that indirectly affects passenger’s loyalty through satisfaction are, accessibility (p-value: 0.001 and t statistic: 3.312) and service quality (p-value: 0.001 and t statistic: 3.417).

Actions (login required)

View Item