Analisis Kinerja KRL Commuter Berdasarkan Persepsi Penumpang dengan Metode Importance Performance Analysis Untuk Peningkatan Kualitas Pelayanan Stasiun Citayam (original) (raw)
KRL has many advantages such as low fares, free from congestion and also requires a relatively short time to reach its destination so that the level of use of this mode of transportation continues to increase. But unfortunately, the increasing number of passengers cannot be matched by the increase in service facilities. This has led to rising complaints regarding the safety and comfort experienced by KRL users. The purpose of this study is to determine the level of passenger satisfaction regarding the service quality of Citayam Station using the Ministerial Regulation No. PM 63 of 2019 concerning Minimum Service Standards for People by Train as the benchmark as well as to find out important attributes that need to be improved on the service quality of Citayam Station based on the results of analysis using the IPA (Importance Performance Analysis) method. This research is expected to provide benefits for PT. KAI, in particular PT KCI as KRL operator, in its effort to improve the facilities and service quality at Citayam Station as well as an input to analyze the Minimum Service Standards for public transportation by train. The data collection method by using questionnaire survey techniques both online and offline to obtain passenger preferences regarding the performance levels and levels of satisfaction in service attributes. Based on the results of descriptive statistical analysis, the average level of passenger satisfaction with service performance was based on Ministerial Regulation No. PM 63 Year 2019 concerning Minimum Service Standards for People Transport by Train at Citayam Station is (-0.35). This negative value indicated that the services provided had not met passenger expectations. With Importance Performance Analysis (IPA) analysis, it was found that the service attributes that need to be improved at Citayam Station according to the main priority scale were (1) Information on security problems (2) Clean, wellmaintained, non-slippery & smelly toilets (3) Mushola, a place for clean, well-maintained ablution.
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