ANALISIS KINERJA PELAYANAN DI STASIUN LRT JAKARTA

SUKMA, NING BAIZURA SYAFILA (2020) ANALISIS KINERJA PELAYANAN DI STASIUN LRT JAKARTA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Jakarta Light Rail Transit Station is an important supporting facility to support Light Rail Transit trains that as been able to serve the public since June 2019. Jakarta Light Rail Transit Station has 6 stops which are; Velodrome Station, Equestrian Station, Stasuin Pulomas, South Boulevard Station, Station North Boulevard, and Pegangsaan Dua Station. In this research survey method is used by conducting direct observations at the Station to find out and analyze conditions at the Jakarta Light Rail Transit Station based on the Governor's Regulation No. 95 of 2019 regarding Minimum Service Standards for People with Light Rail Transit in terms of facilities and services, also knowing the level of passenger satisfaction about services and facilities at the Jakarta Light Rail Transit station. Questionnaires about Services at the Jakarta Light Rail Transit Station are distributed directly to passengers of the Jakarta Light Rail Transit services. The final results of direct observations at the Jakarta Light Rail Transit Station based on the completeness of the facilities and services obtained an average value of 94.56% at the Velodrome station, Equestrian station, Pulomas station, South Boulevard station, North Boulevard station, and Pegangsaan Dua station. The quality of service for performance at the Jakarta Light Rail Transit station reached 4.24 in the good category and passenger satisfaction at the Jakarta Light Rail Transit station reached 4.21 in the Satisfied category. Minimum service factors that have not yet reached the Minimum Service Standards are Operations officer room, Station head's workspace, Information on security disturbances, Timing facilities, Uncategorized trash bins, Bicycle parking areas in station, ATM facilities, and Seats in waiting rooms platform. Keywords : Station, Minimum Service Standards, Light Rail Transit, Passenger Satisfaction Stasiun Light Rail Transit Jakarta merupakan sarana pendukung penting yang menunjang dalam penyelenggaran kereta Light Rail Transit yang telah dapat melayani publik sejak juni 2019. Stasiun Light Rail Transit Jakarta memiliki 6 stasiun pemberhentian yaitu Stasiun Velodrome, Stasiun Equestrian, Stasuin Pulomas, Stasiun Boulevard Selatan, Stasiun Boulevard Utara, dan Stasiun Pegangsaan Dua. Penelitian ini menggunakan metode survey lapangan dengan melakukan pengamatan langsung di Stasiun untuk mengetahui dan menganalisis kondisi pada Stasiun Light Rail Transit Jakarta berdasarkan Peraturan Gubernur no 95 tahun 2019 tentang Standar Pelayanan Minimum Orang Dengan Light Rail Transit dalam hal fasilitas dan pelayanan, juga mengetahui tingkat kepuasan pengguna jasa terhadap pelayanan dan fasilitas pada stasiun Light Rail Transit Jakarta. Kemudian dilakukan juga penyebaran kuisioner tentang Pelayanan pada Stasiun Light Rail Transit Jakarta secara langsung kepada pengguna jasa kereta Light Rail Transit Jakarta. Hasil pengamatan langsung pada stasiun Light Rail Transit Jakarta berdasarkan kelengkapan pada fasilitas dan pelayanan diperoleh nilai rata-rata sebesar 94,56% pada stasiun Velodrome, stasiun Equestrian, stasiun Pulomas, stasiun Boulevard Selatan, stasiun Boulevard Utara, dan stasiun Pegangsaan Dua. Kualitas pelayanan untuk kinerja pada stasiun Light Rail Transit Jakarta mencapai nilai 4,24 dengan kategori baik. Kepuasan penumpang pada stasiun Light Rail Transit Jakarta mencapai nilai 4,21 dengan kategori Puas. Faktor pelayanan minimum yang belum memenuhi Standar Pelayanan Minimum adalah Ruang petugas pengendali operasi, Ruang kerja kepala stasiun, Informasi pada gangguan keamanan, Fasilitas penunjuk waktu, Tempah sampah yang belum dikategorikan, Area parkir sepeda di stasiun, Fasilitas ATM, dan Tempat duduk pada ruang tunggu peron. Kata Kunci : Stasiun, Standar Pelayanan Minimum, Light Rail Transit, Kepuasan Penumpang

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