Lucia Lefrandt, Harnen Sulistio, Achmad Wicaksono, Ludfi Djakfar, Bambang Widjanarko Otok
This research aims to know the model of customer satisfaction pedestrian movement in pedestrian area path in Manado city. The Data used in this study was taken by pedestrian traffic survey with simple random sampling method, whereas the analysis techniques used is the amounts of Performance Analysis (IPA) and Structural Equation Modeling (SEM). The results with IPA approach shows that the high priority supported by Guarantee Indicator (I_KP1), Performance (I_KP3), Power Hold (I_KP7), Comfort (I_KP9), Aesthetics (I_ATTF2), priority which maintained supported by Reliability Indicator (I_KP6), Availability (I_KP10), Reliability (I_KL1), Assurance Guarantee (I_KL3), Manifests itself (I_KL5), Performance (I_AP1), Performance (I_ATTF1), Reliability (I_ATTF4), Comfort (I_ATTF7), low priority on the Power Emergency Indicators (I_KP2), Aesthetics (I_KP4), focus (I_KP5), Frequency (I_KP8), Oversight (I_KL2), Attention (I_KL4), Focus (I_AP3), focus (I_ATTF3), Frequency (I_ATTF6), Availability (I_ATTF8), and excessive is a Guarantee (I_AP2), Responsiveness (I_AP4), Power Hold (I_ATTF5). The relationship model of satisfaction pedestrian in each quadrant with SEM approach is the fit model. High priority satisfaction relationship model with Guarantee Indicator (I_KP1), Performance (I_KP3), Power Hold (I_KP7), Comfort (I_KP9) is influenced by the technical aspects of Transportation and Facilities (X2) with Warranty indicator (I_KP1). The relationship model of satisfaction maintained with Reliability indicator (I_KP6), Availability (I_KP10) is influenced by the service quality with the indicator reliability (I_KL1), Assurance Guarantee (I_KL3), manifests itself (I_KL5). The relationship model of low satisfaction priority with power indicator Emergency (I_KP2), Aesthetics (I_KP4), focus (I_KP5), Frequency (I_KP8) are influenced by management aspect with indicator ease (I_AP3), Technical Aspects of Transportation and Facilities (X2) with the ease indicator (I_ATTF3), Frequency (I_ATTF6), Availability (I_ATTF8), and the service quality with Oversight Indicator (I_KL2), Attention (I_KL4). © 2005 - 2016 JATIT & LLS. All rights reserved..
Department FTSP Brawijaya University, Indonesia; Department of Civil Engineering FTSP Brawijaya University, Indonesia; Department of Statistics, Faculty of Mathematics and Natural Sciences, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia
