Farianti, Ana and Setiawan, Danny (2022) ANALISIS KINERJA PELAYANAN SARANA PRASARANA STASIUN KERETA API JOMBANG TERHADAP HARGA DAN KEPUASAN KONSUMEN PERFORMANCE ANALYSIS OF INFRASTRUCTURE SERVICES JOMBANG TRAIN STATION ON PRICE AND CONSUMER SATISFACTION. Tugas Akhir thesis, University Technology Yogyakarta.
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Abstract
Keberadaan jasa angkutan umum dewasa ini masih menjadi pilihan utama dengan berbagai pertimbangan untuk membantu aktifitas masyarakat selain menggunakan kendaraan pribadi. Akomodasi kereta api masuk dalam pilihan dikarenakan efisien waktu, biaya ekonomis, daya angkut besar serta mendukungnya sarana prasarana yang disediakan. Kereta api memerlukan tempat pemberhentian dan tujuan yaitu adanya Stasiun kereta api maka perlu diketahui seberapa besar tingkat kesesuaian pelayanan, sarana prasarana stasiun Jombang yang diinginkan dan didapatkan oleh konsumen dengan harga yang tersedia. Lokasi penelitian adalah Stasiun Jombang yang beralamat di Jalan Jenderal Basuki Rachmat No. 1 Jombatan, Jombang, Jombang, Jawa Timur 61419 dalam rentang waktu satu bulan penelitian. Penelitian ini bertujuan untuk mengetahui tarif dan jadwal kereta api, tingkat kinerja pelayanan sarana prasarana stasiun kereta api Jombang berdasarkan Peraturan Menteri Perhubungan RI Nomor: PM 63 Tahun 2019 tentang Standar Pelayanan Minimum Angkutan Orang dengan Kereta Api bagi para konsumen sesuai akomodasi yang diambil, stasiun Jombang berdasarkan harga dan kepuasan pelayanan yang didapatkan maupun diharapkan. Analisis kinerja pelayanan sarana prasarana terhadap harga dan kepuasan di stasiun Jombang mengunakan Analisis SPM pengujian validitas dan reliabilitas, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) diperoleh kepuasan dan harapan penumpang terhadap pelayanan stasiun kereta api Jombang sebesar 0,779 dan 0,769 nilai tersebut berada pada interval 0,66– 0,80 yang berarti penumpang “puas” terhadap kinerja pelayanan. Tingkat kemampuan dan harga yang mau dibayarkan didominasi pada golongan mahasiswa yang belum berpenghasilan dan pekerja dengan alokasi biaya perjalanan paling banyak Rp 12.000 ke stasiun-stasiun kota Surabaya dengan intensitas paling tinggi. Kepuasan dan harapan pengguna jasa kereta api di stasiun Jombang akan pelayanan sarana prasarana ditunjukkan dengan hasil sangat puas atau sangat baik sebab kepuasan yang dianggap penting dan kinerja pelayanan juga dianggap sudah sesuai dengan peraturan yang berlaku serta yang dirasakan oleh konsumen. Kata kunci: Analisis SPM, Pengujian Validitas Dan Reliabilitas, Customer Satisfaction Index(CSI), Importance Performance Analysis (IPA), Stasiun Kereta Api. The existence of public transportation services today is still the leading choice with various considerations to help community activities other than using private vehicles. Train accommodation is included in the option due to time efficiency, economical cost, large carrying capacity, and supporting infrastructure. The train requires a stop and a destination, namely the existence of a train station. It is necessary to know how much the level of service suitability, Jombang station infrastructure is desired and obtained by consumers at available prices. The research location is Jombang Station, which is located at Jalan Jenderal Basuki Rachmat No. 1 Jombatan, Jombang, Jombang, East Java 61419 in the span of one month of research. This study aims to determine the rates and train schedules and the level of service performance of the Jombang train station infrastructure based on the Regulation of the Minister of Transportation of the Republic of Indonesia Number: PM 63 of 2019 concerning Minimum Service Standards for the Transportation of People by Train for consumers according to the accommodation taken, Jombang station based on price and service satisfaction obtained or expected. Analyzing the infrastructure services performance on prices and satisfaction at Jombang station using SPM analysis of validity and reliability testing, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA) obtained satisfaction and passenger expectations for Jombang train station services of 0.779 and 0.769. These values are in the interval 0.66 – 0.80, which means that passengers are "satisfied" with service performance. The level of ability and the price willing to be paid is dominated by students with no income and workers with a travel cost allocation of a maximum of Rp. 12,000 to the stations in the city of Surabaya with the highest intensity. Satisfaction and expectations of train service users at Jombang station for infrastructure services are shown with very satisfactory or outstanding results because satisfaction is considered essential, and service performance is also considered to be following applicable regulations and perceived by consumers. Keywords: SPM Analysis, Validity and Reliability Testing, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Railway Station.
| Item Type: | Thesis (Skripsi, Tugas Akhir or Kerja Praktek) (Tugas Akhir) |
|---|---|
| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Sains dan Teknologi > S1 Teknik Sipil |
| Depositing User: | Kaprodi S1 Teknik Sipil UTY |
| Date Deposited: | 15 Dec 2023 03:50 |
| Last Modified: | 15 Dec 2023 03:50 |
| URI: | http://eprints.uty.ac.id/id/eprint/14559 |
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