ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA KRL COMMUTER LINE YOGYAKARTA-SOLO ANALYSIS OF SERVICE QUALITY ON YOGYAKARTA-SOLO COMMUTER LINE USER SATISFACTION

Na’at, Welhelmina Lebrinsi and Susilo, Dibyo (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA KRL COMMUTER LINE YOGYAKARTA-SOLO ANALYSIS OF SERVICE QUALITY ON YOGYAKARTA-SOLO COMMUTER LINE USER SATISFACTION. Tugas Akhir thesis, University Of Technology Yogyakarta.

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Abstract

Kereta Rel Listrik (KRL) Commuter Line merupakan salah satu sarana transportasi umum yang saat ini banyak diminati masyarakat karena memiliki harga yang murah, terhindar dari kemacetan, waktu tempuh yang singkat, dan mampu mengangkut penumpang dalam jumlah besar. Hal tersebut menunjukkan bahwa KRL menjadi salah satu moda pilihan utama yang harus diperhatikan kualitas layanannya untuk mendapatkan kepuasan pengguna. Penelitian ini bertujuan untuk menganalisis dan mengetahui tingkat kepentingan pengguna, mengetahui kinerja KRL, mengetahui kepuasan pengguna dan mengetahui strategi dalam meningkatkan kualitas pelayanan untuk menentukan kepuasan pengguna KRL Commuter Line Yogyakarta-Solo. Data diolah menggunakan statistik yaitu uji validitas, uji reliabilitas, metode Importance Performance Analysis (IPA) dan metode Customer Satisfaction Index (CSI). Instrumen penelitian ini merupakan kuesioner yang dibagikan secara langsung kepada 100 pengguna KRL Commuter Line Yogyakarta-Solo. Hasil penelitian untuk memperoleh kepuasan pengguna KRL Commuter Line Yogyakarta-Solo pada uji validitas dan reliabilitas bersifat valid dan reliabel. Pada metode Importance Performance Analysis (IPA) diperoleh tingkat kesesuaian dengan persentase sebesar 95,31% dan pada diagram kartesius tidak terdapat atribut pada kuadran prioritas utama. Pada metode Customer Satisfaction Indeks (CSI) memperoleh hasil persentase sebesar 86,97%, Berdasarkan hasil penelitian ini maka dapat disimpulkan bahwa pengguna KRL Commuter Line Yogyakarta-Solo sangat puas terhadap kualitas pelayanan yang diberikan oleh PT. Kereta Commuter Indonesia terkhususnya pihak KRL Commuter Line Yogyakarta-Solo. Kata kunci: Kualitas Pelayanan, Kepuasan Pengguna, KRL Commuter Line, Importance Performance Analysis (IPA), Customer Satisfaction Indeks (CSI). The Commuter Line Electric Rail Train (KRL) is a means of public transportation that is currently in great demand by the public because it has a low price, avoids traffic jams, short travel time, and is able to carry large numbers of passengers. This shows that KRL is one of the main modes of choice that must pay attention to the quality of its service to get user satisfaction. This study aims to analyze and determine the level of user interest, determine KRL performance, determine user satisfaction and determine strategies to improve service quality to determine KRL Commuter Line Yogyakarta-Solo user satisfaction. Data is processed using statistics, namely validity test, reliability test, Importance Performance Analysis (IPA) method and Customer Satisfaction Index (CSI) method. The research instrument was a questionnaire which was distributed directly to 100 KRL Commuter Line Yogyakarta-Solo users. The results of the study to obtain KRL Commuter Line Yogyakarta-Solo user satisfaction in the validity and reliability tests are valid and reliable. In the Importance Performance Analysis (IPA) method, a suitability level with a percentage of 95.31% is obtained and in the Cartesian diagram there are no attributes in the main priority quadrant. The Customer Satisfaction Index (CSI) method obtained a percentage of 86.97%. Based on the results of this study, it can be concluded that KRL Commuter Line Yogyakarta-Solo users are very satisfied with the quality of service provided by PT. Indonesian Commuter Trains, especially the KRL Commuter Line Yogyakarta-Solo. Keywords: Service Quality, User Satisfaction, KRL Commuter Line, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI).

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:	17 Jun 2026 08:55
Last Modified:	17 Jun 2026 08:55
URI:	http://eprints.uty.ac.id/id/eprint/19955

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