ANALISIS KEPUASAN PENGGUNA TERHADAP FASILITAS STASIUN TANJUNG BARAT JAKARTA SELATAN

PRASETYO, BAKTIAR ADI (2020) ANALISIS KEPUASAN PENGGUNA TERHADAP FASILITAS STASIUN TANJUNG BARAT JAKARTA SELATAN. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze and determine the level of service performance of Tanjung Barat Station which affects the satisfaction of station users. By conducting a field survey to evaluate the condition of Tanjung Barat Station based on Regulation of the Minister of Transportation No. PM 63 of 2019 concerning Minimum Service Standards (SPM) for People Transport by Train at Stations and Regulation of the Minister of Transportation No. PM 29 of 2011 concerning technical requirements for railway station buildings. As well as distributing questionnaires about Tanjung Barat Station services to station users. The results of the study show that the area of the Tanjung Barat Station building is smaller than the technical requirements of the station building based on the development of the number of passengers. The width of the existing station platform exceeds the technical requirements of the station building, so that it can accommodate and provide safety to passengers while waiting for KRL on the platform. The average value of the service performance level at Tanjung Barat Station is Good with a value of 3.85 from the highest score of 5 while the average value of the level of passenger satisfaction with services and facilities at Tanjung Barat Station is Satisfied with a value of 3.83 from the highest score of 5. Interest in other transportation, such as city transportation, motorcycle taxis, and Transjakarta buses is still quite high to use to get to their destination from the station or to the station. Assessment of Importance Performance Analysis at the time of PSBB and during New Normal, there were several statements that experienced an increase or change in quadrants, namely information on security disturbances (submitted to passengers if they had a security problem), information on advanced transportation / other transportation integration that was informative, communicative and educative, space Wait for a clean and comfortable one, from Quadrant C at PSBB to Quadrant B during New Normal. The atmosphere at the station. Keywords: SPM, Service Performance, Passenger Satisfaction, Station Penelitian ini bertujuan untuk menganalisis dan mengetahui tingkat kinerja pelayanan Stasiun Tanjung Barat yang berpengaruh terhadap kepuasan pengguna stasiun. Dengan melakukan survey lapangan untuk mengevaluasi kondisi Stasiun Tanjung Barat berdasarkan Peratuaran Menteri Perhubungan No. PM 63 Tahun 2019 tentang Standar Pelayanan Minimum (SPM) Angkutan Orang Dengan Kereta Api di Stasiun dan Peraturan Menteri Perhubungan No. PM 29 Tahun 2011 tentang persyaratan teknis bangunan stasiun kereta api. Serta dilakukan penyebaran kuisioner tentang pelayanan Stasiun Tanjung Barat kepada pengguna stasiun. Hasil dari penelitian menunjukkan luas gedung Stasiun Tanjung Barat lebih kecil dari syarat teknis bangunan stasiun berdasar perkembangan jumlah penumpang. Lebar peron stasiun yang ada melebihi syarat teknis bangunan stasiun, sehingga mampu menampung dan memberikan keselamatan pada penumpang saat menunggu KRL di peron. Nilai rata-rata tingkat Kinerja pelayanan di Stasiun Tanjung Barat yaitu Baik dengan nilai 3,85 dari skor tertinggi 5 sedangkan nilai rata-rata tingkat Kepuasan penumpang terhadap pelayanan dan fasilitas di Stasiun Tanjung Barat yaitu Puas dengan nilai 3,83 dari skor tertinggi 5. Minat terhadap transportasi lain seperti angkutan kota, ojek, bus Transjakarta masih cukup tinggi digunakan untuk ke tempat tujuan dari stasiun maupun ke stasiun. Penilaian Importance Performance Analysis pada saat PSBB dan saat New Normal, ada beberapa pernyataan yang mengalami peningkatan atau perubahan kuadran yaitu Informasi gangguan keamanan (disampaikan kepada penumpang apabila mendapat gangguan keamaan), Informasi angkutan lanjutan / integrasi transportasi lain yang informatif, komunikatif dan edukatif, Ruang tunggu yang bersih dan nyaman, dari Kuadaran C saat PSBB menjadi di Kuadran B saat New Normal. Suasana di stasiun. Kata Kunci : SPM, Kinerja Pelayanan, Kepuasan Penumpang, Stasiun

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