Evaluasi Kinerja Keterpaduan Layanan Bus Angkutan Umum Massal Antar Operator Menurut Presepsi Pengguna (Studi Kasus Suroboyo Bus dan Trans Semanggi Suroboyo)

Isu keterpaduan layanan angkutan umum massal adalah permasalahan transportasi yang menarik dan telah banyak diteliti, namun selama ini masih terfokuskan pada penelitian keterpaduan antar moda. Kota Surabaya memiliki beberapa moda layanan transportasi umum massal, seperti kereta, pesawat, termasuk bus. Terdapat dua layanan bus dalam kota antar operator yang melayani Surabaya yaitu Suroboyo Bus oleh Dinas Perhubungan Kota Surabaya mulai tahun 2018 dan Trans Semanggi Suroboyo oleh Kementerian Perhubungan mulai tahun 2021. Namun, sejak bulan pertama beroperasinya Trans Semanggi Suroboyo isu keterpaduan menjadi sorotan anggota komisi C bidang pembangunan DPRD Surabaya berdasarkan fakta empiris yaitu headway yang tinggi; halte-halte penghubung berjauhan; dan jadwal yang tidak sinkron pada halte-halte connecting/halte transit. Meserpon hal tersebut pada akhir tahun 2022, Pemerintah Kota Surabaya sendiri telah berencana untuk memadukan kedua layanan ini dalam hal tarif, aplikasi, dan rute dalam upaya meningkatkan efektivitas SAUM. Mendukung upaya tersebut, penilian ini bertujuan untuk evaluasi kinerja keterpaduan layanan bus angkutan umum massal antar operator menurut presepsi pengguna (Studi Kasus Suroboyo Bus dan Trans Semanggi Suroboyo). Penelitian ini merupakan penelitian kualitatif dengan pendekatan fenomenologi. Data yang digunakan dalam penelitian adalah data primer yang diperoleh melalui observasi dan penyebaran kuesioner serta data sekunder yang diperoleh melalui studi literatur dan inventarisasi data instansi. Perolehan data kemudian diolah menggunakan analisis Delphi dan analisis IPA (Importance Performance Analysis). Hasil temuan penelitian ini didapatkan sembilan faktor yang mempengaruhi kinerja keterpaduan layanan Suroboyo Bus dan Trans Semanggi Suroboyo sebagai bus angkatan umum massal antar operator di Surabaya. Hasil evaluasi sembilan faktor tersebut menurut pengguna adalah didapatkan nilai gap negatif atau nilai kinerja lebih rendah dari nilai kepentingan, tingkat kepuasan 80% atau kurang puas, dan faktor terkelompokan empat kuadran diagram kartesius IPA yaitu kuadran I (prioritas utama) yaitu faktor keterpaduan fasilitas SAUM dan armada, keterpaduan mendapatkan informasi; keterpaduan jadwal, serta keterpaduan sistem ticketing dan tarif; kuadran II (pertahankan prestasi) yaitu faktor keterpaduan rute perjalanan; kuadaran III (prioritas rendah) yaitu faktor keterpaduan lokasi titik temu; serta keterpaduan informasi real-time; dan kuadran IV (berlebihan) yaitu faktor keterpaduan kebijakan dan regulasi; serta keterpaduan rencana penggunaan lahan. =============================================================================================================================== The issue of the integration of mass public transport services is an interesting transportation problem and has been widely researched, but so far the focus has been on intermodal integration research. The city of Surabaya has several modes of mass public transportation services, such as trains, planes, including buses. There are two inter-operator inter-city bus services serving Surabaya, namely the Suroboyo Bus by the Surabaya City Transportation Agency starting in 2018 and Trans Semanggi Suroboyo by the Ministry of Transportation starting in 2021. However, since the first month of operation of Trans Semanggi Suroboyo the issue of integration has become the focus of members of Commission C for the development of the Surabaya DPRD based on empirical facts, namely high headway; connecting bus stops are far apart; and asynchronous schedules at connecting bus stops/transit stops. Responding to this by the end of 2022, the Surabaya City Government itself has planned to combine these two services in terms of tariffs, applications and routes in an effort to increase the effectiveness of SAUM. Supporting these efforts, this assessment aims to evaluate the integrated performance of mass public transport bus services between operators according to user perceptions (Case Study of Suroboyo Bus and Trans Semanggi Suroboyo). This research is a qualitative research with a phenomenological approach. The data used in this research are primary data obtained through observation and distribution of questionnaires as well as secondary data obtained through literature studies and institution data inventory. Data acquisition was then processed using Delphi analysis and IPA (Importance Performance Analysis) analysis. The findings of this study revealed nine factors that influence the integrated performance of the Suroboyo Bus and Trans Semanggi Suroboyo services as mass public class buses between operators in Surabaya. The results of the evaluation of the nine factors according to the user are that a negative gap value or performance value is lower than the importance value, the satisfaction level is 80% or less satisfied, and the factors are grouped into four quadrants of the IPA Cartesian diagram, namely quadrant I (top priority), namely the integration factor of SAUM facilities and the fleet, integration of obtaining information; schedule integration, as well as integration of ticketing and tariff systems; quadrant II (maintain achievement), namely the integration factor of travel routes; quadrant III (low priority), namely the integration factor of meeting point locations; as well as integration of real-time information; and quadrant IV (excessive), namely the integration of policies and regulations; and integration of land use plans