Skripsi

EVALUASI KESENJANGAN ANTARA PERSEPSI PENUMPANG DAN EKSPEKTASI OPERATOR TERHADAP HARAPAN PENUMPANG DALAM PELAYANAN ANGKOT FEEDER LRT MUSI EMAS

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Feeder Angkot play an important role in supporting the operation of the Light Rail Transit (LRT) Musi Emas in Palembang City. However, their implementation still shows discrepancies between the services received and those expected by passengers. This study aims to analyze the gap between passengers’ perceptions and operators’ expectations regarding the service quality of LRT Musi Emas feeder minibuses. The research employs a descriptive quantitative method with the Service Quality (SERVQUAL) approach, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were collected through questionnaires distributed to 350 passengers and 20 operators. The results indicate negative gaps across all service quality dimensions, particularly in reliability and tangibles, highlighting the need to improve service quality to support the success of the LRT as an efficient and environmentally friendly mass transportation system in Palembang City.

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Detail Information

Series Title

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Call Number

T1922312026

Publisher

Indralaya : Prodi Teknik Sipil dan Perencanaan, Fakultas Teknik Universitas Sriwijaya., 2026

Collation

xvi, 171 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

388.407

Content Type

Text

Media Type

-

Carrier Type

-

Edition

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Subject(s)

Prodi Teknik Sipil dan Perencanaan
Layanan Transportasi

Specific Detail Info

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Statement of Responsibility

MI

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