EVALUASI PELAYANAN DAN KINERJA STASIUN KERETA API JAKARTA KOTA BERDASAKAN STANDAR PELAYANAN MINIMUM DENGAN METODE IMPORTANCE PERFOMANCE ANALYSIS (IPA

SEPTIANDINI, WIDYA TRISNA (2021) EVALUASI PELAYANAN DAN KINERJA STASIUN KERETA API JAKARTA KOTA BERDASAKAN STANDAR PELAYANAN MINIMUM DENGAN METODE IMPORTANCE PERFOMANCE ANALYSIS (IPA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Jakarta Kota Station (JAKK) often experiences train traffic density and passenger accumulation due to delayed train headway and does not match the schedule without being accompanied by facilities, facilities and infrastructure that will affect the level of passenger satisfaction. This research uses the method of distributing questionnaires about service and performance at the Jakarta Kota Station directly to users of train services which refers to the Regulation of the Minister of Transportation No. PM 63 of 2019 and Minister of Transportation Regulation No. PM 29 of 2011. The results of the evaluation show that the need for building area for basic activities is 718.78 m2 and the platform width requirement is 2.79 meters/platform. Indicators of the types of services that are not in accordance with the Minimum Service Standards include the availability of information and emergency rescue equipment, security facilities (cctv), special facilities for persons with disabilities, special ticket counters for persons with disabilities, and special room facilities for breastfeeding mothers. The level of performance of services and facilities at the Jakarta Kota Station reached a value of 4.33 out of the highest score of 5 and the level of satisfaction with services and facilities at the Jakarta Kota Station reached a value of 4.12 out of the highest score of 5. Keywords: SPM, Station, Train, Passenger Satisfaction. Stasiun Jakarta Kota (JAKK) sering terjadi kepadatan lalu lintas kereta dan penumpukan penumpang akibat waktu tunggu (Headway) kereta yang terlambat dan tidak sesuai dengan jadwal tanpa diiringi dengan fasilitas, sarana dan prasarana yang akan mempengaruhi tingkat kepuasan penumpang. Penelitian ini menggunakan metode penyebaran kuesioner tentang pelayanan dan kinerja di Stasiun Jakarta Kota secara langsung kepada pengguna jasa kereta api yang mengacu pada Peraturan Menteri Perhubungan No. PM 63 Tahun 2019 Serta Peraturan Menteri Perhubungan No. PM 29 Tahun 2011. Hasil evaluasi menunjukan bahwa kebutuhan luas gedung kegiatan pokok sebesar 718,78 m2 dan kebutuhan lebar peron sebesar 2,79 meter/peron. Indikator jenis layanan yang belum sesuai dengan Standar Pelayanan Minimum diantaranya ketersediaan informasi dan peralatan penyelamatan darurat, fasilitas keamanan (cctv), fasilitas khusus penyandang disabilitas, loket pembelian tiket khusus penyandang disabilitas., dan fasilitas ruang khusus ibu menyusui. Tingkat kinerja terhadap pelayanan dan fasilitas pada Stasiun Jakarta Kota mencapai nilai 4,33 dari skor tertinggi 5 dan tingkat kepuasan terhadap pelayanan dan fasilitas pada Stasiun Jakarta Kota mencapai nilai 4,12 dari skor tertinggi 5. Kata Kunci : SPM, Stasiun, Kereta Api, Kepuasan Penumpang

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