ANALISIS KEPUASAN PENUMPANG KERETA REL LISTRIK (KRL) (Studi Kasus: lintas Cikarang - Manggarai)

SETYANINGSIH, VIVI (2021) ANALISIS KEPUASAN PENUMPANG KERETA REL LISTRIK (KRL) (Studi Kasus: lintas Cikarang - Manggarai). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Commuterline (KRL) is one of the transportation service sectors in Jakarta which has an important role in supporting people's daily activities. The increasing economic activity of the community will also affect the increase in users of train services, especially on the Cikarang - Manggarai cross, where most of the people travel by using Commuterline. The purpose of this study was to find out how the existing condition of the Commuterline on route Cikarang - Manggarai, to determine the level of passenger satisfaction with the Cikarang - Manggarai KRL service on the way, at Cikarang Station and at Manggarai Station based on Minimum Service Standards (SPM), as well as to knowing the capacity of the Commuterline on route Cikarang - Manggarai. This research is guided by the Minister of Transportation Regulation No. 63 of 2019 concerning Minimum Service Standards for Transportation of People by Train. Data was collected by survey and filling out questionnaires and the analytical method used was Multiple Linear Regression analysis with the help of SPSS application and the Customer Satisfaction Index (CSI) method. And based on the rules of PT. KCI during the covid-19 pandemic regarding the number of passengers that can be transported. The results show that the existing condition of the Commuterline (KRL) on route Cikarang - Manggarai, Cikarang station and Manggarai station there are still several items that are not in accordance with PM No. 63 of 2019. For the level of passenger satisfaction with Commuterline transportation services on route Cikarang - Manggarai are satisfactory, with an average level of conformity obtained above 70% for on the way, 68% for Cikarang Station and 58% for Manggarai Station. Based on Multiple Linear Regression Analysis for traveling, simultaneously the variables of Safety, Security, Reliability, Comfort, convenience and Equality have a significant effect on passenger satisfaction. Furthermore, it is necessary to add additional Commuterline facilities for the Cikarang-Manggarai cross during the covid-19 pandemic so that passengers can keep their distance and obey protocols in accordance with applicable rules. Keyword: Security, Reliability/Regularity, Comfort, Convenience, Passenger Satisfaction, Safety, Equality and Multiple Linear Regression. Kereta Rel Listrik (KRL) merupakan salah satu sektor jasa transportasi di Jakarta yang memiliki peranan penting dalam menunjang kegiatan sehari-hari masyarakat. Meningkatnya aktivitas ekonomi masyarakat juga akan berpengaruh pada meningkatnya pengguna jasa kereta api khususnya pada lintas Cikarang – Manggarai yang sebagian besar masyarakatnya berpergian dengan menggunakan KRL. Tujuan penelitian ini dilakukan untuk mengetahui bagaimana kondisi eksisting KRL lintas Cikarang – Manggarai, untuk mengetahui tingkat kepuasan penumpang terhadap pelayanan KRL lintas Cikarang – Manggarai di dalam perjalanan, di Stasiun Cikarang dan di Stasiun Manggarai dengan berbasis pada Standar Pelayanan Minimum (SPM), serta untuk mengetahui kapasitas KRL lintas Cikarang – Manggarai. Penelitian ini berpedoman pada Peraturan Menteri Perhubungan No 63 Tahun 2019 Tentang Standar Pelayanan Minimum Angkutan Orang Dengan Kereta Api. Pengumpulan data dilakukan dengan survey dan pengisian kuesioner dan metode analisis yang digunakan adalah analisis Regresi Linier Berganda dengan bantuan aplikasi SPSS dan metode Customer Satisfaction Index (CSI). Serta berpedoman pada aturan PT. KCI selama pandemi covid-19 mengenai jumlah penumpang yang dapat diangkut. Hasil penelitian menunjukkan bahwa kondisi eksisting Kereta Rel Listri (KRL) lintas Cikarang – Manggarai, stasiun cikarang dan stasiun manggarai masih terdapat beberapa item yang belum sesuai dengan PM No 63 Tahun 2019. Untuk tingkat kepuasan penumpang terhadap pelayanan jasa transportasi KRL lintas Cikarang – Manggarai adalah memuaskan, dengan nilai rata-rata tingkat kesesuaian yang didapat diatas 70% untuk di dalam perjalanan, 68% untuk di Stasiun Cikarang dan 58% di Stasiun Manggarai. Berdasarkan Analisis Regresi Linier Berganda secara simultan variabel Keselamatan, Keamanan, Kehandalan, Kenyamanan, Kemudahan dan Kesetaraan berpengaruh signifikan terhadap kepuasan penumpang. Selanjutnya perlu adanya penambahan sarana KRL lintas Cikarang-Manggarai selama pandemi covid-19 ini agar penumpang dapat berjaga jarak dan mentaati protokol sesuai dengan aturan yang berlaku. Kata Kunci : Keamanan, Kehandalan/Keteraturan, Kenyamanan, Kemudahan, Kepuasan Penumpang, Keselamatan, Kesetaraan dan Regresi Linier Berganda

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