ANALISIS TINGKAT KEPUASAN PENUMPANG KRL TERHADAP FASILITAS PELAYANAN DI STASIUN JATINEGARA DENGAN METODE SERVICE QUALITY

AQILAH ZAHRA KHAIRUN NISA, AQILAH (2022) ANALISIS TINGKAT KEPUASAN PENUMPANG KRL TERHADAP FASILITAS PELAYANAN DI STASIUN JATINEGARA DENGAN METODE SERVICE QUALITY. Diploma thesis, Politeknik Transportasi Darat Indonesia-STTD.

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Abstract

The demand for transportation services will continue to grow along with the higher level of community mobilization and activities that require activities to move from one place to another. People now tend to choose the type of transportation that is safe, comfortable, cheap, and on time. Over time, the number of passengers at Jatinegara Station will continue to increase coupled with the construction of the Double-Double Track (DDT) project involving Jatinegara Station, so it is necessary to analyze the level of passenger satisfaction with service facilities at the station itself in order to find out how satisfied passengers are at Jatinegara Station of the service facilities provided. This is also supported by a review of the existing condition of passenger service facilities at Jatinegara Station. It was found that there are still some attributes that are not in accordance with PM No. 63 of 2019 such as the lack of health support facilities, security support facilities, and other passenger service support facilities. The method used to measure the level of satisfaction of KRL passenger services at Jatinegara Station uses the Service Quality method which is a method used to measure service satisfaction so that the gap value will be obtained which is the difference between the perceptions of service users on the services provided by the provider. service with the expectations of service users on the service facilities provided.

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