Evaluasi kinerja dan tarif angkutan umum Kota Cirebon trayek D7 dengan metode Importance Performance Analysis dan Customer Satisfaction Index

Abstract

Cirebon City public transportation, especially the D7 route, is part of the urban transportation system that plays an important role in community mobility. This route serves the route from Harjamukti Terminal to Pasar Pahlawan through densely populated areas. The research aims to evaluate operational performance, vehicle operating costs (BOK), transportation fares, and user satisfaction. The survey was conducted on August 13, 16, and 17, 2024, covering aspects such as load factors, intermediate times, number of vehicles, circulation time, and travel speed, referring to the Decree of the Director General of Land Transportation No. 687 of 2002. On weekdays, the travel speed of the D7 route reaches 23.64 km/h with a circulation time of 2 hours and 41 minutes, a load factor of 12.24%, and an average headway of 18.97 minutes. On holidays, it shows a speed of 23.07 km/h, a circulation time of 2 hours and 57 minutes, and a load factor of 6.25%. The actual BOK is IDR 27,885.81/pnp, with an applicable rate of IDR 7,044.71/pnp. The results of the evaluation show that several aspects need to be improved, such as timeliness and route information. The passenger satisfaction level based on the CSI method only reached 48.42%, even though the safety aspect has been satisfactory. Service improvements are needed to improve user satisfaction.