MUBARRAK, HAEKAL RIFKY (2024) EVALUASI KINERJA STASIUN KERETA REL LISTRIK CITAYAM BERDASARKAN STANDAR PELAYANAN MINIMUM. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Commuters who through Citayam Station are use KRL to get to their places of activity, especially towards activity centers in the DKI Jakarta. But unfortunately, the increasing number of passengers cannot be matched by an increase in service facilities. This has led to complaints against elements of service and facilities at Citayam Station. This study used a field survey method and conducted direct observations at the station to find out and analyze conditions at Citayam Station based on Ministerial Regulation No.63 of 2019 concerning Minimum Service Standards for People Transportation by Train. Then also carried out the distribution of questionnaires about the performance of the Citayam and KRL Stations that cross Citayam Station and the level of importance of service and facility elements. The results of direct observation at Citayam Station based on the completeness of the facilities and services obtained an average value of 90.3%. The service quality for performance at Citayam Station reaches a score of 3.44 which is categorized as quite good. The average level of importance of service elements and facilities at Citayam Station reaches a value of 3.78 which is quite important, then the level of satisfaction achieved by Citayam Station is 90.92%, while the performance on KRL that crosses Citayam Station reaches a value of 3.85 by category quite good with the average rate of importance of service elements reaches 4.03 which is important,, then the level of satisfaction in KRL crossing Citayam stations reached 95.5% The minimum service factor that has not met the minimum service standards in Citayam station is information security disturbances, toilet, and mushola. The minimum service factors that have not met the Minimum Service Standards on KRL that crossing Citayam Station are information and safety facilities, information and health facilities, accuracy of electric train schedule, air circulation facilities. Keywords: Station, Minimum Service Standards, KRL, Performance, Importance Para Komuter melalui Stasiun Citayam menggunakan KRL untuk menuju tempat mereka beraktivitas khususnya menuju pusat kegiatan di wilayah DKI Jakarta. Namun sayangnya, jumlah penumpang yang terus bertambah tidak dapat diimbangi dengan peningkatan fasilitas pelayanan. Hal ini menyebabkan adanya keluhan terhadap unsurunsur pelayanan dan fasilitas di Stasiun Citayam. Penelitian ini menggunakan metode survey lapangan dan melakukan pengamatan langsung di Stasiun untuk mengetahui dan menganalisis kondisi pada Stasiun Citayam berdasarkan Peraturan Menteri No.63 Tahun 2019 Tentang Standar Pelayanan Minimum Angkutan Orang Dengan Kereta Api. Kemudian dilakukan juga penyebaran kuesioner tantang kinerja dari Stasiun Citayam dan KRL yang melintasi Stasiun Citayam serta tingkat kepentingan unsur pelayanan dan fasilitas. Hasil pengamatan langsung pada Stasiun Citayam berdasarkan kelengkapan pada fasilitas dan pelayanan diperoleh nilai rata-rata sebesar 90,3%. Kualitas pelayanan untuk kinerja pada Stasiun Citayam mencapai nilai 3,44dengan kategori cukup baik. Rata-rata tingkat kepentingan unsur pelayanan dan fasilitas yang ada di Stasiun Citayam mencapai nilai 3,78 dengan kategori cukup penting, kemudian tingkat kepuasan yang dicapai Stasiun Citayam adalah 90,92%, sedangkan kinerja pada KRL yang melintasi Stasiun Citayam mencapai nilai 3,85 dengan kategori cukup baik dengan rata-rata tingkat kepentingan mencapai 4,03 dengan kategori penting, kemudian tingkat kepuasan pada KRL yang melintasi Stasiun Citayam mencapai 95,5% Faktor pelayanan minimum yang belum memenuhi Standar Pelayanan Minimum di Stasiun Citayam adalah Informasi gangguan keamanan, toilet, mushola. Faktor pelayanan minimum yang belum ememnuhi Standar Pelayanan Minimum pada KRL yang melintasi Stasiun Citayam adalah informasi dan fasilitas keselamatan, informasi dan fasilitas kesehatan, ketepatan jadwal kereta rel listrik, Fasilitas sirkulasi udara. Kata Kunci : Stasiun, Standar Pelayanan Minimum, KRL, Kinerja, Kepentingan
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