WICAKSONO, BAGAS CAHYO (2026) ANALISIS PENINGKATAN KINERJA PELAYANAN TERHADAP FASILITAS PENGGUNA JASA KERETA BANDARA DI STASIUN BATU CEPER. S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
COVER.pdf Download (758kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
BAB 1.pdf Restricted to Registered users only Download (185kB) |
|
|
Text (BAB II)
BAB 2.pdf Restricted to Registered users only Download (471kB) |
|
|
Text (BAB III)
BAB 3.pdf Restricted to Registered users only Download (287kB) |
|
|
Text (BAB IV)
BAB 4.pdf Restricted to Registered users only Download (554kB) |
|
|
Text (BAB V)
BAB 5.pdf Restricted to Registered users only Download (130kB) |
|
|
Text (DAFTAR PUSTAKA)
DAFPUS.pdf Restricted to Registered users only Download (134kB) |
|
|
Text (LAMPIRAN)
LAMPIRAN.pdf Restricted to Registered users only Download (1MB) |
Abstract
Batu Ceper Station plays a strategic role as a hub for passenger mobility to and from SoekarnoHatta International Airport, necessitating the management to provide high-quality operational facilities and services to meet user expectations in the post-Covid-19 pandemic era. This study aims to evaluate passenger satisfaction levels regarding the service facilities performance of the Airport Train at Batu Ceper Station, identify service attributes that represent top priorities for improvement, and assess facility compliance based on the Minister of Transportation Regulation Number 63 of 2019 and Number 29 of 2011. The variables examined include the actual service performance of the station and the user importance expectations. Data collection was conducted through direct questionnaire surveys distributed to Airport Train passengers using a random sampling technique based on a Likert scale. The collected data were analyzed quantitatively using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results indicate that the overall customer satisfaction index percentage calculated using the CSI method reached 80%, placing the station's service quality in the "Satisfied" category. Based on the IPA quadrant mapping, attributes in Quadrant I (Top Priority for improvement) include the safety gap width between the platform edge and the airport train entrance, a safe and non-slippery platform floor surface, availability of security disturbance hotlines, and ease of acquiring train arrival information. Meanwhile, service attributes in Quadrant II (Keep Up the Good Work) encompass the presence of uniformed security officers, availability of service network maps, cleanliness of the passenger waiting areas, station toilet cleanliness, and integrated worship facilities. The study concludes with a recommendation for station management to prioritize technical modifications regarding platform safety and passenger information system reliability to enhance public transportation infrastructure quality sustainably. Keywords: Passenger Satisfaction, Airport Train, Customer Satisfaction Index, Importance Performance Analysis, Batu Ceper Station. Stasiun Batu Ceper memiliki peran strategis sebagai stasiun penghubung mobilitas masyarakat menuju Bandara Internasional Soekarno-Hatta, sehingga pengelola dituntut menyediakan fasilitas operasional dan pelayanan berkualitas tinggi guna memenuhi harapan pengguna jasa pasca pandemi Covid-19. Penelitian ini bertujuan mengevaluasi tingkat kepuasan penumpang terhadap kinerja fasilitas pelayanan Kereta Bandara di Stasiun Batu Ceper, mengidentifikasi atribut pelayanan yang menjadi prioritas utama perbaikan, serta menilai kesesuaian kondisi fasilitas berdasarkan Peraturan Menteri Perhubungan Nomor 63 Tahun 2019 dan Nomor 29 Tahun 2011. Variabel yang diteliti meliputi kinerja pelayanan aktual stasiun (performance) dan kepentingan harapan pengguna (importance). Metode pengumpulan data dilakukan melalui survei penyebaran kuesioner langsung kepada penumpang Kereta Bandara menggunakan teknik pengambilan sampel acak (random sampling) berbasis skala Likert. Data yang terkumpul dianalisis secara kuantitatif menggunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Hasil analisis menunjukkan bahwa persentase indeks kepuasan pelanggan keseluruhan melalui metode CSI mencapai 80%, yang berarti kualitas pelayanan stasiun berada pada kategori "Puas". Berdasarkan pemetaan matriks kuadran IPA, atribut yang masuk ke dalam Kuadran I (Prioritas Utama perbaikan) meliputi lebar celah (gap) keamanan antara lantai peron dengan pintu masuk kereta bandara, permukaan lantai peron yang aman dan tidak licin, ketersediaan informasi nomor kontak gangguan keamanan, serta kemudahan memperoleh informasi kedatangan kereta. Sementara itu, atribut pelayanan yang berada di Kuadran II (Pertahankan Prestasi) mencakup kehadiran petugas keamanan berseragam, ketersediaan peta jaringan pelayanan, kebersihan ruang tunggu penumpang, kebersihan toilet stasiun, serta fasilitas ibadah terpadu. Kesimpulan penelitian memberikan rekomendasi bagi manajemen stasiun untuk memprioritaskan perbaikan teknis pada keselamatan area peron dan keandalan sistem informasi penumpang demi meningkatkan kualitas pelayanan prasarana transportasi secara berkelanjutan. Kata Kunci: Kepuasan Penumpang, Kereta Bandara, Customer Satisfaction Index, Importance Performance Analysis, Stasiun Batu Ceper.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 41123120010 |
| Uncontrolled Keywords: | Kepuasan Penumpang, Kereta Bandara, Customer Satisfaction Index, Importance Performance Analysis, Stasiun Batu Ceper. |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 700 Arts/Seni, Seni Rupa, Kesenian > 720 Architecture/Arsitektur > 725 Public Structures Architecture/Arsitektur Struktur Umum > 725.3 Transportation and Storage Buildings/Arsitektur Gedung Sarana Pengangkutan dan Penyimpanan > 725.31 Railroad and Rapid Stations/Jalan Kereta api dan Stasiun |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | khalimah |
| Date Deposited: | 16 Sep 2026 01:50 |
| Last Modified: | 16 Sep 2026 01:50 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/103904 |
Actions (login required)
 |
View Item |
