EVALUASI FASILITAS PELAYANAN PENUMPANG DI STASIUN BOULEVARD UTARA

PUTRI IKHDINA NINGTYAS, PUTRI IKHDINA NINGTYAS (2021) EVALUASI FASILITAS PELAYANAN PENUMPANG DI STASIUN BOULEVARD UTARA. Diploma thesis, Politeknik Transportasi Darat Indonesia - STTD.

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Abstract

The significance of passenger service facilities at the station in ensuring that passengers are happy with the station's passenger service. In order to retain the trust and loyalty of passengers, it is important to evaluate passenger service facilities at Boulevard Utara Station in accordance with the terms of Pergub No. 95 of 2019 concerning Minimum Service Standards (SPM) for MRT Jakarta/LRT Jakarta. The study included a direct survey of the present state of passenger service facilities at the station based on the appropriate SPM criteria, as well as interview surveys to determine how much passengers thought the station's service performance was. The analysis included comparing the current condition of the station to the applicable SPM, determining the level of service using the IPA (Importance Performance Analysis) method, determining the level of passenger satisfaction with station services using the CSI (Customer Satisfaction Index), and analyzing the layout of the Boulevard Utara Station planning. The findings of the SPM analysis revealed that there were station services that did not meet current criteria; the services that were to be prioritized for improvement in the IPA analysis were also included in the SPM analysis, Proposals for the architecture of the Utara Boulevard Station based on the mismatch between existing facility availability and the appropriate SPM, as well as signs that passengers perceive availability to be essential yet perform poorly. The study's findings highlight the necessity of offering passenger service facilities at the station, which necessitates an understanding of the appropriate rules. The service provider's next duty is to deliver the best possible service in compliance with the needs and existing Minimum Service Standards.

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