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PEMODELAN KEPUASAN PELANGGAN PADA LAYANAN BRT DAN IMPLIKASINYA TERHADAP MOBILITAS BERKELANJUTAN: STUDI KASUS BANDA ACEH, INDONESIA
Abstract
Penelitian ini meneliti kepuasan pengguna terhadap layanan Bus Rapid Transit (BRT) Trans Koetaradja di Banda Aceh, serta kontribusinya terhadap mobilitas perkotaan berkelanjutan. Meskipun BRT diperkenalkan untuk mengurangi ketergantungan pada kendaraan pribadi, tingkat penggunaan dan kepuasan pengguna layanan ini masih rendah. Dengan menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM), penelitian ini mengumpulkan data dari 500 responden pengguna Trans Koetaradja untuk mengidentifikasi pengaruh atribut kualitas layanan terhadap kepuasan pengguna. Selain itu, baik aspek pengelolaan maupun teknis terbukti berdampak positif terhadap persepsi kualitas layanan. Temuan ini menunjukkan bahwa peningkatan kepuasan pengguna dapat dicapai dengan fokus pada pemeliharaan fasilitas, peningkatan kondisi kendaraan, dan manajemen waktu serta rute yang lebih baik. Implikasi praktis dari penelitian ini adalah rekomendasi bagi pemerintah untuk mengembangkan kebijakan yang lebih adaptif terhadap kebutuhan masyarakat, guna mendorong penggunaan transportasi umum sebagai solusi mobilitas berkelanjutan di Banda Aceh.
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