Analisis Kepuasan Pengguna Trans Banyumas Terhadap Layanan Transportasi Berbasis Smart Mobility Menggunakan Metode CSI
DOI:
https://doi.org/10.47701/dutacom.v18i2.5121Keywords:
Smart Mobility, Public Transportation, User Satisfaction, Trans Banyumas, Customer Satisfaction Index.Abstract
The development of mobility in Banyumas Regency shows its own challenges in the effort to build an efficient and environmentally friendly transportation system. The high dependence of people on private vehicles has an impact on increasing congestion and decreasing air quality. As a response to these conditions, Trans Banyumas is present as a public transportation service based on smart mobility with the support of digital technology and a cashless payment system. This study was conducted to evaluate the parameters of user satisfaction with Trans Banyumas services. Data collection was conducted by survey using a questionnaire covering four aspects of service, namely accessibility, information technology, security, and sustainability. The Customer Satisfaction Index (CSI) method was used to determine the extent to which services have met user expectations. Of the 100 respondents involved, a CSI value of 78.34% was obtained, which means that in general users feel satisfied with the Trans Banyumas service. This finding indicates that the implementation of smart mobility in Trans Banyumas has been running quite well. However, strengthening is still needed in several aspects, such as the accuracy of arrival time information and expansion of service coverage.
References
Agni, S. N., Djomiy, M. I., Fernando, R., & Apriono, C. (2021). Evaluasi Penerapan Smart Mobility di Jakarta (Evaluation of Smart Mobility Implementation in Jakarta). In Jurnal Nasional Teknik Elektro dan Teknologi Informasi | (Vol. 10, Issue 3).
Amri, F. (2023). ANALISIS PREFERENSI MASYARAKAT DALAM MENGGUNAKAN JASA TRANSPORTASI PUBLIK DI KABUPATEN BANYUMAS (Studi Kasus pada Layanan Bus Trans Banyumas).
Aprianto, R., Anindita, R. Y., & Maimunah, S. (2024). Smart Mobility di Kawasan Pariwisata Mandalika: Penerapan dan Tantangan yang dihadapi Smart Mobility in the Mandalika Tourism Area: Implementation and Challenges faced. http://jurnal.umt.ac.id/index.php/jt/index
Lendeon, E., Sangkertadil, & Timboeleng, J. (2021). ANALISIS KINERJA SISTEM BUS RAPID TRANSIT (BRT) DI KOTA KOTAMOBAGU.
Ningsih, G. K., Ilosa, A., & Pekanbaru, T. (2025). PENERAPAN KONSEP SMART MOBILITY TERHADAP TRANSPORTASI UMUM TRANS METRO PEKANBARU. In Jurnal Ekonomi dan Ilmu Sosial (JEIS) (Vol. 04).
Harmaja, O. J., Purba, W., Siregar, M. P., Manurung, H. T., & Sirait, F. A. (2022). ANALISIS TINGKAT KEPUASAN PELANGGAN PADA RUDANG HOTEL BERASTAGI MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI). Jurnal Teknik Informasi Dan Komputer (Tekinkom), 5(1), 147. https://doi.org/10.37600/tekinkom.v5i1.511
Husna, S., & Syukri, A. (2014). PENERAPAN CUSTOMER SATISFACTION INDEX (CSI) DAN ANALISIS GAP PADA KUALITAS PELAYANAN TRANS JOGJA.
Janthy, O. :, Hidayat, T., & Sidiq, J. (2021). SMART MOBILITY DALAM PENGEMBANGAN KONSEP SMART CITY DI KOTA BOGOR. In Jurnal Teknik (Vol. 22, Issue 2).
Kaledi, S., & Herwangi, Y. (2019). STRATEGI PENGEMBANGAN SMART MOBILITY BERBASIS TRANSPORTASI PUBLIK DI KOTA YOGYAKARTA SMART MOBILITY DEVELOPMENT STRATEGY BASED ON PUBLIC TRANSPORTATION IN THE CITY OF YOGYAKARTA. http://www.id.undp.org
Kartika, H., Hertian Ranova, M., & Setia Bakti, C. (2022). SURVEI KEPUASAN PELANGGAN UNTUK PENINGKATAN KUALITAS JASA PERAWATAN MESIN ATM DENGAN METODE CSI DAN IPA.
Lendeon, E., Sangkertadil, & Timboeleng, J. (2021). ANALISIS KINERJA SISTEM BUS RAPID TRANSIT (BRT) DI KOTA KOTAMOBAGU.
Almeyna Kurnia, R., Kholid Alfirdaus, L., Soedarto, J. H., & Tembalang Semarang Kotak, S. (n.d.). IMPLEMENTASI SMART CITY DI KOTA BANDUNG DALAM MEWUJUDKAN KONSEP SMART GOVERNANCE.
Anggoro, P., Anggoro Putro, P., Malkhamah, S., & Muthohar, I. (2022). Konektivitas dan Aksesibilitas Bus Trans Banyumas Berdasarkan Persepsi Pengguna. 7(9).
April Kurniawan. (2025). Sosialisasi Layanan Transportasi Umum Trans Banyumas Program Buy the Service Kementerian Perhubungan di Kabupaten Banyumas. Jurnal Pengabdian Masyarakat Indonesia Sejahtera, 4(1), 18–28. https://doi.org/10.59059/jpmis.v4i1.2140
Badan Pusat Statistik. (2025). Kabupaten Banyumas Dalam Angka 2025.
Dewi, K., & Krisdiyanto, A. (2023). Pengembangan Sistem Transportasi Masa Depan: Mobilitas Berkelanjutan dan Otonom di Jawa Barat. In Jurnal Multidisiplin West Science (Vol. 02, Issue 09).
Elfarizza, A., Herawati, N. R., & Astrika, L. (2023). PELAYANAN BUS TRANS BANYUMAS BAGI PENYANDANG TUNADAKSA DI KABUPATEN BANYUMAS TAHUN 2022-2023.
Pramadi, Y., Fathy, R., & Arifa, S. H. (2023). Kota Cerdas Berbasis Masyarakat Cerdas di Kota Bandung: Sebuah Inovasi Sosial. Jurnal Pembangunan Wilayah Dan Kota, 19(3). https://doi.org/10.14710/pwk.v19i3.43856
Purba, D., Qurrotulayni, N., & Tarina, D. (2022). ANALISIS PERAN SMART MOBILITY DI JAKARTA DALAM MEWUJUDKAN KOTA DAN KOMUNITAS YANG BERKELANJUTAN.
Rizaldi, S., & Nugroho, A. K. (2020). SISTEM MASTER PLAN SMART CITY KABUPATEN BANYUMAS. Jurnal Teknik Informatika (Jutif), 1(1), 45–51. https://doi.org/10.20884/1.jutif.2020.1.1.7
Sugandha, A., & Korespondensi, P. (2022). Aplikasi model pertumbuhan logistik dalam menentukan proyeksi penduduk di Kabupaten Banyumas. PERWIRA JOURNAL OF SCIENCE & ENGINEERING, 2(2), 25–31.
