DASIRUL APRIZAL, NIM. 112021095 (2025) ANALISIS TINGKAT KEPUASAN PENGGUNA FASILITAS STASIUN LRT GARUDA DEMPO PALEMBANG DENGAN METODE CUSTOMER SATISFACTION INDEX. Skripsi thesis, Universitas Muhammadiyah Palembang.

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Abstract

Public transportation such as the Light Rail Transit (LRT) plays an important role in improving urban mobility and reducing dependency on private vehicles. The success of such systems is determined not only by train operations but also by the quality of facilities available at stations. This study aims to analyze user satisfaction with the facilities at Garuda Dempo LRT Station in Palembang using the Customer Satisfaction Index (CSI) method. The research employed a quantitative-descriptive approach through a survey method. Primary data were collected from 100 active Palembang LRT users using a Likert-scale questionnaire covering indicators of cleanliness, comfort, accessibility, ticketing services, and departure information. The data were analyzed using CSI calculation stages to obtain a numerical satisfaction index. The results indicate that the overall CSI score is 82.64%, which falls into the “very satisfied” category. The highest satisfaction scores were recorded for ticketing services and the departure information system, while the lowest scores were for lifts and escalators, which still frequently experience technical issues. Validity and reliability tests confirmed that all indicators in the research instrument were valid and reliable. It can be concluded that, in general, users are very satisfied with the facilities at Garuda Dempo LRT Station. These findings provide valuable input for LRT management to maintain the quality of facilities that are already performing well while improving those that remain user concerns. This research is also expected to serve as a reference for developing public transportation user satisfaction evaluation systems in Indonesia.

Item Type:	Thesis (Skripsi)
Additional Information:	1. Ir. Revisdah,S.T. 2. M. Hijrah Agung Sarwandy, S.T.,M.T.
Uncontrolled Keywords:	User satisfaction, station facilities, Palembang LRT, Customer Satisfaction Index, public transportation, ticketing services, accessibility, user comfort.
Subjects:	Teknik Sipil > teknik jalan raya
Divisions:	Fakultas Teknik > Teknik Sipil (S1)
Depositing User:	Mahasiswa Fakultas Teknik
Date Deposited:	10 Sep 2025 03:41
Last Modified:	10 Sep 2025 03:41
URI:	http://repository.um-palembang.ac.id/id/eprint/33123

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