ADHI, DIMAS PANGESTU (2024) ANALISIS PENINGKATAN KINERJA PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA KERETA API DI STASIUN BANDARA SOEKARNO-HATTA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Soekarno-Hatta International Airport is the first largest airport in Indonesia. One of the transportation links to get to the airport is using the Airport Train. Stations that have been connected include Manggarai Station, Sudirman Baru Station, Duri Station, Rawa Buaya Station, Batu Ceper Station, and finally Soekarno-Hatta Airport Station. The Soekarno-Hatta Airport Train is one of the transportation that is in great demand by prospective aircraft passengers, due to scheduled and clear time travel. This research was conducted to optimize the performance of services and facilities at Soekarno-Hatta Airport Station. Activities that need to be optimized based on the results obtained from the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI). Importance Performance Analysis (IPA) helps in prioritizing service improvements.service. Service attributes are identified in four different quadrants. Quadrant I shows attributes that require immediate improvement, such as adequate health information and facilities, the availability of platforms and station platform canopies, security facilities, integrated worship facilities, and facilities for passengers with special needs. with special needs. Quadrant II contains attributes that have satisfied customers and must be maintained, such as ticketing services, ticket sales services, ticketing services, and ticketing services.maintained, such as ticket sales services, clean and well-maintained waiting rooms, information board facilities in proportional visual communication. in proportional visual communication. Quadrant III shows attributes that considered less important by customers but still must be considered, such as information on operating schedules and maps of train service networks train service network, cleanliness and comfort of toilets, there is an adequate parking area, orderly and safe. Whereas, quadrant IV shows attributes that are considered less important but very satisfying to customers, such as information and safety equipment that is easily visible and affordable, information on information on security disturbances, information on train travel disruptions, and the availability of seats with special needs. seats with special needs. The results of research using the Costumer Satisfaction Index (CSI) method are very good, getting a score of 89% (Very satisfied). Keywords: soekarno-hatta airport station, transportation, service performance, satisfaction, importance performance analysis, costumer satisfaction index. Bandara Internasional Soekarno-Hatta merupakan Bandara terbesar pertama di Indonesia. Salah satu penghubung transportasi untuk menuju Bandara antara lain menggunakan Kereta Api Bandara. Stasiun yang sudah terhubung antara lain Stasiun Manggarai, Stasiun Sudirman Baru, Stasiun Duri, Stasiun Rawa Buaya, Stasiun Batu Ceper, dan yang terakhir Stasiun Bandara Soekarno-Hatta. Kereta Api Bandara Soekarno-Hatta ini merupakan salah satu transportasi yang sangat diminati oleh calon penumpang pesawat, dikarenakan tempuh waktu yang terjadwal dan jelas. Pada penelitian ini dilakukan untuk mengoptimalkan kinerja pelayanan dan fasilitas yang ada di Stasiun Bandara Soekarno-Hatta. Kegiatan yang perlu di optimalkan berdasarkan hasil yang didapat dari metode Importance Performance Analysis (IPA) dan Costumer Satisfaction Index (CSI). Importance Performance Analysis (IPA) membantu dalam menentukan prioritas perbaikan layanan. Atribut layanan diidentifikasi dalam empat kuadran berbeda. Kuadran I menunjukkan atribut yang memerlukan perbaikan segera, seperti informasi dan fasilitas kesehatan yang memadai, ketersediaan peron dan kanopi peron stasiun, fasilitas keamanan, fasilitas untuk ibadah yang terpadu, serta fasilitas untuk penumpang berkebutuhan khusus. Kuadran II berisi atribut yang sudah memuaskan pelanggan dan harus dipertahankan, seperti layanan penjualan tiket, ruang atau tempat tunggu yang bersih dan terawat, fasilitas papan informasi dalam komunikasi visual yang proporsional. Kuadran III memperlihatkan atribut yang dianggap kurang penting oleh pelanggan namun masih harus diperhatikan, seperti informasi jadwal operasi dan peta jaringan pelayanan kereta api, kebersihan dan kenyamanan toilet, terdapat area parkir yang memadai, tertib dan aman. Sedangkan, kuadran IV menunjukkan atribut yang dianggap kurang penting namun sangat memuaskan pelanggan, seperti informasi dan peralatan keselamatan yang mudah terlihat dan terjangkau, informasi gangguan keamanan, informasi gangguan perjalanan kereta api, serta tersedianya tempat duduk dengan kebutuhan khusus. Hasil dari penelitian menggunakan metode Costumer Satisfaction Index (CSI) sangatlah baik, mendapat nilai 89% (Sangat puas). Kata kunci : stasiun bandara soekarno-hatta, transportasi, kinerja pelayanan, kepuasan, importance performance analysis, costumer statisfaction index.
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