KAJIAN EVALUASI INDIKATOR KINERJA STANDAR PELAYANAN MINIMUM TRANSJAKARTA PADA MASA PANDEMI COVID-19

Abstract

The COVID-19 pandemic that has hit the world has had an impact on the public transportation sector, including Transjakarta transportation. The Minimum Service Standards that were available before the pandemic period, may not be all relevant for services to the public at this time. For this reason, it is necessary to conduct research at re-evaluating the performance indicators in the applicable Transjakarta SPM, so that it can provide input for managers in efforts to improve services to the community. The data collection method is carried out through surveys to respondents to determine service needs during the pandemic. Meanwhile, data analysis was carried out using the Fishbein method, importance-performance analysis (IPA), and customer satisfaction index (CSI) to determine the service received by the public through Transjakarta transportation so that it can be used as a comparison and input for the current MSS performance indicators. Based on the research results, 6 new indicators can be proposed as performance indicators.

ABSTRAK

Pandemi COVID-19 yang melanda memberikan dampak bagi sektor transportasi publik, termasuk angkutan Transjakarta. Standar Pelayanan Minimal yang tersedia sebelum masa pandemi, dinilai tidak relevan bagi pelayanan kepada publik saat ini. Untuk itu perlu dilakukan penelitian yang bertujuan mengevaluasi kembali indikator kinerja pada SPM Transjakarta yang berlaku, sehingga dapat memberikan masukan bagi pengelola dalam upaya peningkatan layanan kepada masyarakat. Metode pengambilan data dilakukan melalui survei kepada responden untuk mengetahui kebutuhan layanan selama masa pandemi. Sementara itu analisis data dilakukan dengan menggunakan metode fishbein, Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI) untuk mengetahui layanan yang diterima masyarakat melalui angkutan Transjakarta sehingga dapat menjadi perbandingan dan masukan bagi indikator - indikator kinerja SPM yang berlaku saat ini. Berdasarkan hasil penelitian terdapat 6 indikator kinerja yang dapat diusulkan menjadi standar pelayanan minimum Transjakarta yang relevan pada masa saat ini.