ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP PELAYANAN DOKAR WISATA ALUN-ALUN PURWOKERTO

PRAYOGA, BAYU (2017) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP PELAYANAN DOKAR WISATA ALUN-ALUN PURWOKERTO. Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

Dokar is two-wheeled cart pulled by a horse in Indonesia and one of traditional transportasions which is switch-functioned as a transportation tour. Purwokerto is one of the town that still maintain the existence of non-motorized transportation such as dokar, where dokar can use as a transportation icon of travel which also serves as an attraction for tourists who come to Purwokerto. However, dokar as a non-motorized traditional transport has a low speed so it must to be arranged so as not to disrupt the flow of other transport traffic. As the initial stage of arrangement, this transportation has needed understanding about service dokar in Purwokerto. This study aims to know the satisfaction level of passenger on the service of dokar tour in Purwokerto. This research was the dokar passengers obtained from 15th to 23rd of July 2017. This research employed an analysis method of GAP to identify the performance and expectation of service dimension. The service dimension means ServQual (Service Quality) method consists of Tangible, Reliability, Responsiveness, Assurance, and Empathy. As the result, most of the passengers were satisfied with the service of Dokar tour in Purwokerto with the score 4,074. The respondents considered that all of the ServQual components are important in dokar tour service and performance with the average 4,474. The difference of GAP is -0,4, means although most of the respondents were satisfied with the dokar tour service, but, overall, it did not meet the passengers expectation. Physically, the condition of dokar operating in Purwokerto in correspondance with the Government Regulation number 55 of 2012.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Juanita,S.T.,M.T dan Ir. Teguh Marhendi, S.T., M.T., IPM.
Uncontrolled Keywords: Dokar Wisata; Tingkat kepuasan; Servqual; GAP; Purwokerto; Dokar Tour; Satisfaction Level; ServQual; GAP; Purwokerto;
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Fakultas Teknik > Teknik Sipil
Depositing User: Riski Wismana
Date Deposited: 03 Oct 2017 02:44
Last Modified: 03 Oct 2017 02:44
URI: http://repository.ump.ac.id/id/eprint/4500

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