SKRIPSI Jurusan Administrasi Pendidikan - Fakultas Ilmu Pendidikan UM, 2017

Ukuran Huruf:  Kecil  Sedang  Besar

HUBUNGAN KUALITAS LAYANAN ANGKUTAN KOTA DENGAN KEPUASAN DALAM MENGANGKUT SISWA DI KOTA MALANG

Anggar Dwi Merdekasari

Abstrak


ABSTRAK

 Merdekasari, Anggar Dwi. 2016. Hubungan Kualitas Layanan Angkutan Kota dengan Kepuasan dalam Mengangkut Siswa di Kota Malang. Skripsi, Jurusan Administrasi Pendidikan, Fakultas Ilmu Pendidikan, Universitas Negeri Malang, Pembimbing: (I) Dr. Bambang Setyadin, M.Pd., (II) Wildan Zulkarnain, S.Pd., M.Pd.Kata Kunci: Kualitas pelayanan, kepuasan siswa

 Terdapat banyak lembaga pendidikan di Kota Malang, baik lembaga pendidikan swasta maupun negeri. Oleh sebab itu peran angkutan umum untuk mengangkut para siswa di Kota Malang sangat penting. Hal ini mendorong pemerintah daerah terus mengupayakan penyediaan sarana dan prasarana kota untuk memberikan pelayanan transportasi guna mendukung kegiatan masyarakat di Kota Malang. Salah satu bentuk pelayanan yang diberikan pemerintah daerah demi melancarkan mobilitas masyarakat adalah jasa angkutan umum. Kenyamanan pengguna angkutan umun sangat berpengaruh terhadap kegiatan sehari-harinya. Jika para siswa yang menggunakan angkutan umum tidak nyaman dalam pelayanannya, maka dapat berakibat pada kegiatan siswa, seperti mengurangi konsentrasi dalam proses belajar, karena sering terlambat datang ke sekolah dan mendapatkan hukuman dari pihak sekolah, sehingga dapat tertinggal pelajaran. Tujuan penelitian ini ialah untuk mendeskripsikan tingkat kualitas layanan Angkutan Kota (Angkot) Malang menurut persepsi siswa, menjelaskan tingkat kepuasan siswa dalam persepsinya terhadap layanan Angkot Malang, dan menemukan hubungan antara kualitas layanan Angkot Malang dan tingkat kepuasan siswa.

Penelitian ini menggunakan pendekatan kuantitatif dengan rancangan penelitian analisis regresi ganda. Instrumen yang digunakan dalam penelitian ini ialah angket dengan populasi siswa sekolah menengah pengguna layanan Angkot. Pengambilan sampel menggunakan teknik time sampling dengan jumlah responden sebanyak 129 siswa. Analisis data menggunakan teknik analisis deskriptif dan regresi ganda.

Hasil penelitian meunjukkan, bahwa bukti fisik kualitas layanan Angkot dalam kategori sedang, bahwa keandalan kualitas layanan Angkot dalam kategori sedang, bahwa daya tanggap layanan Angkot dalam kategori sedang, bahwa jaminan kualitas layanan Angkot dalam kategori sedang, bahwa empati kualitas layanan Angkot dalam kategori sedang, bahwa kepuasan siswa terhadap layanan Angkot rendah, secara simultan bukti fisik, keandalan, daya tanggap, jaminan, dan empati berpengaruh terhadap kepuasan siswa, secara simultan bukti fisik tidak berpengaruh terhadap kepuasan siswa, secara partial keandalan tidak berpengaruh terhadap kepuasan siswa, secara partial daya tanggap tidak berpengaruh terhadap kepuasan siswa, secara partial jaminan tidak berpengaruh terhadap kepuasan siswa, dan secara partial empati tidak berpengaruh terhadap kepuasan siswa. Saran yang dikemukakan dalam penelitian ini adalah: (1) Bagi Kepala Dinas Pendidikan Kota Malang, hendaknya dapat mengetahui pentingnya angkutan massal bagi siswa, serta melakukan pengadaan transportasi massal untuk siswa seperti mobil sekolah atau bus sekolah, (2) Bagi Kepala Dinas Perhubungan Kota, hendaknya kinerja dinas perhubungan bagian angkutan ditingkatkan, seperti melakukan pengawasan dan pengendalian bagi angkutan massal, serta melakukan kegiatan temuwicara dengan pengelola angkutan untuk meningkatkan keselamatan penumpang, (3) Bagi polisi pengatur lalulintas jalan, hendaknya dapat mengatur lalulintas di depan sekolah, terutama mengatur angkot yang berhenti di depan sekolah saat jam masuk dan jam pulang sekolah, agar lalulintas di jalan raya lancar, (4) Bagi Pengelola Bus Halokes Kota Malang, hendaknya rute bus-bus Halokes ditambah agar siswa-siswa yang letak rumahnya jauh dari sekolah dapat merasakan fasilitas bus tersebut, (5) Bagi dosen Jurusan Administrasi Pendidikan, hendaknya dapat mengembangkan penelitian ini dengan cara menemukan apa saja permasalahan yang dialami oleh siswa dalam hal transportasi sekolah serta dapat mencari solusi dari masalah tersebut, (6) Bagi kepala sekolah, hendaknya dapat mengetahui, bahwa siswa tidak hanya memerlukan fasilitas di dalam lingkungan sekolah saja, tetapi juga memerlukan fasilitas di luar lingkungan sekolah, seperti transportasi sekolah, sehingga para kepala sekolah dapat membuat program sekolah, yaitu pengadaan transportasi sekolah seperti mobil sekolah atau Bus sekolah, (7) Bagi peneliti lain, hendaknya dapat melakukan penelitian lain mengenai transportasi, misalnya mengenai Bus Halokes Malang menggunakan variabel terikat kualitas layanan, yaitu bukti fisik, keandalan, daya tanggap, jaminan, dan empati, serta variabel bebas, yaitu tingkat kepuasan siswa, (8) Bagi peneliti lain, hendaknya dapat melakukan penelitian lain mengenai transportasi, misalnya mengenai Bus Halokes Malang menggunakan variabel terikat kualitas layanan, yaitu bukti fisik, keandalan, daya tanggap, jaminan, dan empati, serta variabel bebas, yaitu tingkat kepuasan siswa, dan (9) Bagi para pengguna Angkot, hendaknya dapat mengkritik kepada pihak-pihak yang berhubungan dengan layanan Angkot, seperti para pengusaha Angkot dan Dinas Perhubungan Kota agar dapat meningkatkan kualitas pelayanan Angkot, seperti perbaikan fisik Angkot, peningkatan keamanan Angkot, kepedulian sopir untuk berinteraksi dengan pengguna Angkot, sehingga banyak masyarakat yang mau naik Angkot untuk transportasi dan dapat mengurangi masyarakat pengguna kendaraan pribadi yang dapat menyebabkan kemacetan di jalan raya.

ABSTRACT

 Merdekasari, Anggar Dwi. 2016. The Relation of Public Transportation Quality with Human Satisfaction in the Order of Carrying Students at Malang City. Thesis, Education of Administration, Faculty of Education, Malang State University, Advisor: (I) Dr. Bambang Setyadin, M.Pd., (II) Wildan Zulkarnain, S.Pd., M.Pd.Keywords: Service quality, students’ satisfaction

There are so many educational institutions in Malang, which are private and public educational institutions. Therefore, the role of public transportation for transporting students in Malang is very important. It encourages the local government to continue to seek the provision of facilities and infrastructure of Malang city to provide transportation services to support community activities in Malang city. One of the services which provided by local government for the sake of waging people mobility is public transportation services. Public transportation convenience affects their daily activities. If students are uncomfortable when using public transportation, it can influence the students’ activities, such as lack of concentration in the learning process because they often come late at school and they may get the punishment from school which can make them late in learning session. The purpose of this study is to describe the service quality level of public transportation Malang students, explain the student satisfaction level in the perceptions of the public transportation services in Malang, and to find the relationship between public transportation quality services and students satisfaction level.

This study uses quantitative approach with multiple regression analysis design. The instrument which use in this study is a questionnaire with the population of middle school students who use public transportation service. To take a sample, this research uses time sampling with the number of 129 students as respondents. To do data analysis, this research uses descriptive analysis techniques and multiple regressions.

The results of the study showed that physical evidence of service quality of public transportation is in medium category, that the reliability of the public transportation service quality is in the medium category, that the responsiveness of public transportation service is in the medium category, that guarantees service quality of public transportation is in the medium category, that empathy service quality of public transportation is in the medium category , that student satisfaction against the service of public transportation is low, simultaneously that physical evidence of reliability, responsiveness, assurance, and empathy has no effect on student satisfaction, physical evidence has no effect on student satisfaction partially, reliability has no effect on student satisfaction partially, responsiveness has no effect on student satisfaction partially, guarantees has no effect on student satisfaction partially, and empathy has no effect on student satisfaction partially. Suggestions based from this research are: (1) For the Chief of Education Department of Malang, should be able to pay attention to the importance of mass transit for students, as well as the procurement of mass transportation for students such as car school or a school bus, (2) For the chief of Transportation Agency, should improve the performance of public transportation department, such as monitoring and control the mass transit, as well as to conduct a meeting for the public transport manager to improve passengers’ safety, (3) For the police who control traffic, they should improve their performance to control the road. Road users violating traffic regulations road must be dealt with firmly in order to reduce the rate of road accidents, (4) For the manager of Bus Halokes Malang, should add more bus route, so students who have homes away from school can feel the bus facility, (5) For lecturers Administration Department of Education, should be able to develop this study by finding more problems which experienced by students in terms of school transport and can find solutions to these problems, (6) For the principal, should be able to know that their students not only need school facilities in the school environment, but also need a outside facility school such as school transport, so the principals can create programs in schools, provision of school transport such as school car or a school bus, (7) For other researchers, should do another study on Public Transport, for example on the Bus Halokes Malang using bound variables of service quality which is tangible, reliability, responsiveness, assurance, and empathy, as well as the independent variable is the level of student satisfaction, (8) For other researchers, should be able to do research for another   transport, eg regarding Bus Halokes Malang using bound variables of service quality that is tangible, reliability, responsiveness, assurance, and empathy, as well as the independent variable is the level of student satisfaction, and (9) For the users who use Public Transport, should be able to criticize the parties who related to Public Transport services such as Public Transport entrepreneurs and city transportation agencies in order to improve the quality of Public Transport services, such as physical improvement of Public Transport, improvement of Public Transport security, concern the driver to interact with the users of Public Transport, so many people who want to ride public transportation to transport and can be reducing community of users of private vehicles which may cause congestion on the highway.