APRILIANI, ANGGI DWI (2023) ANALISIS TINGKAT KINERJA PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA KERETA REL LISTRIK (KRL) COMMUTER LINE DI STASIUN MANGGARAI. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Judul : Analisis Tingkat Kinerja Pelayanan Terhadap Keuasan Penumpang Pada Kereta Rel Listrik (KRL) Di Stasiun Manggarai, Nama : Anggi Dwi Apriliani, Nim : 41119210001, Dosen Pembimbing : Slyvia Indriany, ST., MT, 2023. Stasiun Manggarai merupakan salah satu stasiun tipe A yang terletak di Jl. Manggarai Utara, Manggarai, Kec Tebet, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta. Tujuan dari penelitian ini adalah untuk menganalisa kondisi fasilitas stasiun apakah sudah memenuhi standar pelayanan minimum terhadap stasiun tipe A dan untuk mengetahui tingkat kinerja pelayanan serta kepuasan penumpang. Sehingga dapat diketahui uapaya perbaikan kipentingan pelayanan untuk meningkatkan pelayanan pada Stasiun Manggarai. Dalam penelitian ini metode yang digunakan yaitu dengan survey langsung dilapangan. Dan dengan tahapan pengolahan data menggunakan metode Importance Performance Analysis (IPA) dan Metode Customer Satisfaction Index (CSI) untuk mengetahui index kepuasan penumpang dari hasil survey persepsi responden dari lokasi studi yaitu Stasiun Manggarai. Hasil penelitian ini diperoleh kesimpulan bahwa kebutuhan fasilitas sudah terpenuhi sesuai standar. Untuk perhitungan menggunakan metode CSI didapatkan indeks kepuasan sebesar 81,26% disimpulkan bahwa penumpang sangat puas dengan pelayanan yang diberikan. Untuk metode IPA terdapat 8 atribut yang memerlukan perbaikan yaitu berada pada kuadran I yang memerlukan perbaikan yaitu peron dan kanopi peron, jalur evakuasi dan alat pemadam kebakaran, fasilitas kesehatan yang mudah terlihat dan terjangkau, jadwal operasi dan peta jaringan pelayanan, Petugas keamanan yang berseragam dan mudah terlihat, lampu penerangan, layanan perjalanan kereta api dan pengaduan, khusus pejalan kaki dengan kebutuhan khusus. Kata Kunci : Stasiun Manggarai, Standar Pelayanan Minimum, Kinerja pelayanan dan Kepuasan Penumpang, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) ABSTRACT Title: Analysis of Service Performance Levels for Passenger Areas on Electric Rail Trains (KRL) at Manggarai Station, Name Anggi Dwi Apriliani, Nim 41119210001, Advisory Dean: Slyvie Indriery, ST., MT, 2023. Manggarai Station is a type of station located on Jl. North Manggarai, Manggarai, Kee Tebet, City of South Jakarta, Special Capital Region of Jakarta. The purpose of this study is to analyze the condition of the station facilities whether Zudak meets the minimum service standards for type A stations and to determine the level of service performance and passenger satisfaction. So that it can be seen efforts to improve service interests to improve services at Manggarai Station In this study the method used is a direct survey in the field. And with the stages of data processing using the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI) method to determine the passenger satisfaction index from the survey results of respondents' perceptions from the study location, namely Manggarai Station The results of this study concluded that the facility requirements have been met according to standards. For calculations using the CSI method, a satisfaction index of 81.2616 was obtained, it was concluded that passengers were very satisfied with the services provided. For the IPA method there are 8 attributes that require improvement, namely being in quadrant I which requires improvement, namely platforms and platform canopies, evacuation routes and fire extinguishers, easily visible and affordable health facilities, operating schedules and service network maps, uniformed security officers and easily visible, lighting, train travel services and complaints, especially for pedestrians with special needs. Keywords: Manggarai Station, Minimum Service Standards, Service Performance and Passenger Satisfaction, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI)
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/SIP 23 010 |
| NIM/NIDN Creators: | 41119210001 |
| Uncontrolled Keywords: | Stasiun Manggarai, Standar Pelayanan Minimum, Kinerja pelayanan dan Kepuasan Penumpang, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) |
| Subjects: | 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 624 Civil Engineering/Teknik Sipil |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 21 Sep 2023 03:48 |
| Last Modified: | 21 Sep 2023 03:48 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81253 |
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