ISLAMINATY, ILMY (2025) EVALUASI KINERJA OPERASIONAL DAN KUALITAS PELAYANAN KA LOKAL WALAHAR CIKARANG - PURWAKARTA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Walahar Local Train is a local economic train for passenger transportation from Cikarang Station to Purwakarta Station. The operational conditions of the Walahar Local Train are currently running well, but there are still some performances that are not optimal in several ways, including the number of ticket sales is greater than the availability of the train series and the limited number of seats means that there are still many who do not get seats on the train. This research aims to determine the level of effectiveness of operational performance and the level of passenger satisfaction with the Walahar Local Train service. The data used is primary data and secondary data. Primary data is in the form of questionnaire data from respondents' assessments, survey time, travel time and downtime, and documentation of field observation results. Secondary data in the form of the number of passengers for the survey period, GAPEKA 2021 obtained from PT. KAI Persero uses the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method approaches. The analysis results show that the average stopping time for the Walahar Express train is 37 minutes. The highest load factor occurred on the Cikarang - Purwakarta route with the highest load factor value of 82.17%. The average travel time is 0.72% behind schedule with an average operating speed of 37.46 km/hour. The level of passenger satisfaction on the Walahar Express train is satisfactory (69.38%). From the results of the operational performance analysis, it can be concluded that the performance is included in the Good category because of the 22 attributes studied 17 attributes are above average performance or satisfactory according to users. Keywords: Operational Performance; Walahar Express Local Train; Traveling time; Downtime; Load Factor; IPA; CSI. Kereta Api Lokal Walahar yang merupakan kereta api ekonomi lokal untuk angkutan penumpang dari Stasiun Cikarang menuju Stasiun Purwakarta. Kondisi pengoperasian KA Lokal Walahar saat ini sudah berjalan dengan baik, tetapi masih ada beberapa kinerja yang belum optimal dalam beberapa hal diantaranya: jumlah penjualan tiket yang lebih banyak dari ketersediaan rangkaian kereta dan jumlah kursi yang terbatas menyebabkan masih banyak yang tidak mendapatkan kursi di dalam kereta. Penelitian ini bertujuan untuk mengetahui tingkat efektifitas kinerja operasional serta tingkat kepuasan penumpang terhadap layanan KA Lokal Walahar. Data yang digunakan berupa data primer dan data sekunder. Data primer berupa data kuisioner hasil penilaian responden, waktu survey, waktu perjalanan dan waktu henti, dokumentasi hasil observasi lapangan. Dan data sekunder berupa jumlah penumpang periode survey, GAPEKA 2021 yang diperoleh dari PT. KAI Persero dengan menggunakan pendekatan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil analisa waktu henti rata-rata kereta api Walahar Ekspres adalah 37 menit. Load factor tertinggi terjadi pada rute Cikarang - Purwakarta dengan nilai load factor tertinggi sebesar 82,17%. Waktu tempuh rata-rata mengalami keterlambatan 0,72% dari jadwal dengan kecepatan operasi rata-rata yakni 37,46 km/jam. Tingkat kepuasan penumpang pada kereta api Walahar Ekspres adalah sudah memuaskan (69,38%). Dari hasil analisis kinerja operasional dapat diambil kesimpulan bahwa kinerjanya termasuk dalam kategori Baik karena dari 22 atribut yang diteliti terdapat 17 atribut yang berada diatas kinerja rata-rata atau memuaskan menurut pengguna. Kata Kunci: Kinerja Operasional; KA Lokal Walahar Ekspress; Waktu Tempuh; Waktu Henti; Load Factor; IPA; CSI.
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