EVALUASI KINERJA STASIUN TANJUNG BARAT BERDASARKAN STANDAR PELAYANAN MINIMUM

BAYU HERMAWAN, BAGUS (2020) EVALUASI KINERJA STASIUN TANJUNG BARAT BERDASARKAN STANDAR PELAYANAN MINIMUM. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The limited availability of public transportation, especially in big cities in Indonesia, is a problem that has become increasingly widespread, especially in the Jabodetabek area. With the high level of mobility and commuting in the area, the availability of effective and efficient public transportation facilities is expected to be a solution to the mobility needs of the community. Commuter Line trains / KRLs are considered to be able to act as a strategic mode of transportation that can reduce congestion in cities. The research method used for data collection includes literature study and field studies by means of observation and interviews using a questionnaire. This collection sample was collected from 100 respondents who were in Tanjung Barat Station. This analysis uses Importance Performance Analysis (IPA) analysis techniques, namely to obtain information about the level of customer satisfaction with a service by measuring the level of importance and the level of implementation or performance. From the results of this study, the average service quality dimension for the performance of Tanjung Barat Station reaches a value of 3.70, so on average it can be said that the performance for each dimension of service has reached the Fairly Good category. While the average level of passenger satisfaction in each dimension reaches a value of 4.02, so on average it can be said that the level of passenger satisfaction for the service of each dimension has reached the category of Satisfied. The intermodal network in the area has been formed, there are already connections that connect the commuter line train mode with other modes of transportation. Keyword : Service Quality, KRL Commuter Line, Passenger Satisfaction, IPA (Importance Performance Analysis) Terbatasnya ketersediaan transportasi publik terutama di kota - kota besar di Indonesia, merupakan suatu masalah yang sudah semakin meluas, terlebih di wilayah Jabodetabek. Tingginya tingkat mobilitas dan komuter di kawasan tersebut, maka ketersediaan sarana transportasi publik yang efektif dan efisien sangat diharapkan menjadi solusi kebutuhan mobilitas masyarakat. Kereta api/KRL Commuter Line dinilai dapat berperan sebagai moda transportasi strategis yang mampu mengurangi kemacetan di perkotaan. Metode penelitian yang digunakan untuk pengumpulan data meliputi studi pustaka dan studi lapangan dengan cara observasi dan wawancara menggunakan kuesioner. Sampel pengumpulan ini dikumpulkan dari 100 responden yang berada di Stasiun Tanjung Barat. Analisis ini menggunakan teknik analisis Importance Performance Analysis (IPA) yaitu untuk mendapatkan informasi tentang tingkat kepuasan pelanggan terhadap suatu pelayanan dengan cara mengukur tingkat kepentingan dan tingkat pelaksanaan atau kinerjanya. Dari hasil penelitian ini Rata-rata dimensi kualitas pelayanan untuk kinerja Stasiun Tanjung barat mencapai nilai 3.70 maka secara rata-rata dapat dikatakan bahwa kinerja untuk pelayanan tiap dimensi telah mencapai kategori Cukup Baik. Sedangkan Rata-rata tingkat kepuasan penumpang pada tiap dimensi mencapai nilai 4.02 maka secara rata-rata dapat dikatakan bahwa tingkat kepuasan penumpang untuk pelayanan tiap dimensi telah mencapai kategori Puas. Jaringan intermoda di kawasan tersebut sudah terbentuk, sudah ada koneksi yang menghubungkan moda kereta commuter line dengan moda transportasi lain. Kata Kunci : Kualitas Pelayanan, KRL Commuter Line, Kepuasan Penumpang, IPA (Importance Performance Analysis)

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