ANALISIS PERSPEKTIF EKSPEKTASI PELAJAR DAN MAHASISWA TERHADAP KUALITAS PELAYANAN ANGKOT FEEDER LRT MUSI EMAS

SHAHAB, FADLYA and Rhaptyalyani, Rhaptyalyani (2025) ANALISIS PERSPEKTIF EKSPEKTASI PELAJAR DAN MAHASISWA TERHADAP KUALITAS PELAYANAN ANGKOT FEEDER LRT MUSI EMAS. Undergraduate thesis, Sriwijaya University.

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Abstract

The rapid population growth in Palembang City necessitates the provision a reliable and efficient public transportation system. One of the government’s initiatives to address this is the implementation of the Musi Emas LRT feeder service, which connects residential areas to LRT stations. This study aims to analyze the perceptions and expectations of students regarding the service quality of the LRT feeder, using the SERVQUAL method, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected through questionnaires distributed to 300 respondents and analyzed using paired t-tests and the PZB model to measure the gap between expectations and actual service. The results show negative gaps across several variables in each dimension, indicating that the service quality has not fully met user expectations. These findings are expected to serve as a reference for transportation service providers in improving service quality, particularly in meeting the needs of students, who represent the primary users of the LRT feeder.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Angkot feeder, kualitas pelayanan, SERVQUAL, pelajar dan mahasiswa, LRT Musi Emas.
Subjects:	T Technology > TA Engineering (General). Civil engineering (General) > TA1001-1280 Transportation engineering
Divisions:	03-Faculty of Engineering > 22201-Civil Engineering (S1)
Depositing User:	Fadlya Shahab
Date Deposited:	18 Jul 2025 08:19
Last Modified:	18 Jul 2025 08:19
URI:	http://repository.unsri.ac.id/id/eprint/179195

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