ANALYSIS OF CUSTOMER SATISFACTION WITH PUBLIC PARKING SERVICES FOR MOTORIZED VEHICLES ON JENDERAL AHMAD YANI STREET IN BANDUNG CITY

• Main Author: Ady Putra, Febrizeland
• Format: Theses
• Language: Indonesia
• Subjects: Teknik sipil
• Online Access: https://digilib.itb.ac.id/gdl/view/86842
• Institution: Institut Teknologi Bandung

One of the shopping centers that is visited by people in the city of Bandung in meeting their needs is located on Jalan Jenderal Ahmad Yani in the center of Bandung, but the parking area, especially on-street parking, has problems with the parking facilities used, this causes a gap in the satisfaction felt by consumers or parking users. Therefore, the purpose of this study is to determine the level of satisfaction of consumers or parking users in the application of service quality dimensions in public parking for motorized vehicles, to determine the priority scale of the dimensions of service quality in public parking for motorized vehicles, and to develop proposals for improvements in the dimensions of service quality to consumer satisfaction or motorized vehicle parking users on Jalan Jenderal Ahmad Yani. With analysis using the Customers Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results of the analysis on the CSI method are obtained with a satisfaction index value of 87% and the IPA method is obtained in the form of a Cartesian diagram with a priority scale of the service quality dimensions categorized in 4 quadrants. Based on the results of thesis, it can be concluded that the level of satisfaction of parking services has a predicate “very satisfied” with a CSI value of 87%, from the results of IPA analysis, namely Quadrant I (Concentrate here) which contains the questions “Parking capacity, Availability of parking signs and Parking officers provide information”. Quadrant II (Maintain Achievement) which contains the questions “The presence of parking attendants, the honesty of parking attendants regarding parking rates, the proficiency of parking attendants directing vehicles, the responsiveness of parking attendants handling vehicles to be parked, the security provided by parking attendants to vehicles and their equipment”. Quadrant III (Low Priority) contains the questions “Parking officer response to complaints, Services provided by parking officers, Communication skills of parking officers, Parking officers who accept suggestions and criticisms from users, Parking officers who apply greetings, smiles and greetings”. As well as Quadrant IV (Possible overkill) contains the question “Attributes and uniforms of parking attendants, Duties and functions of parking attendants”. And given the proposal in quadrant III, namely proposing a separator between the parking lot for cars and motorbikes to make it easier for parking users to park their vehicles, installing parking signs and parking restrictions in each parking space in accordance with the provisions of the Regulation of the Minister of Transportation of the Republic of Indonesia in Chapter II regarding the Technical Specifications of Traffic Signs, and increasing the reliability of parking officers in communicating with parking users by conducting socialization to parking officers on how to deal with parking users about communicating clearly and providing the right information so that parking users feel safe, comfortable and trustworthy.