Analysis of the Service Level of the Serang City Station During the Pandemic of COVID-19

Arief Budiman; Rindu Twidi Bethary; Dwi Esti Intari; Syifa Kria Madani

doi:10.36055/fondasi.v12i2.22055

Analysis of the Service Level of the Serang City Station During the Pandemic of COVID-19

Arief Budiman, Rindu Twidi Bethary, Dwi Esti Intari, Syifa Kria Madani

Abstract

The increasing number of COVID-19 cases in Indonesia has caused a decrease in the number of users of public transportation services, one of which is users of train transportation services. This makes some facilities at the station require adjustments to the applicable rules. The purpose of this study is to measure the level of satisfaction and importance of train station service during the COVID-19 pandemic, determine the gap between the level of satisfaction and importance, and determine the attributes that are prioritized for improvement. This research uses Service Quality and Importance Performance Analysis methods. The results of the data analysis show that the expected station services are not in accordance with what is received by users of Serang Station services. It is necessary to improve the quality of service and increase the number of facilities at the station to increase the satisfaction of service users who use Serang Station services.

Keywords

satisfaction, interest, service quality, Station, Pandemic

Full Text:

PDF

References

“Coronavirus Disease (COVID-19) Pandemic,” World Health Organization, 2020. .

A. Tirachini and O. Cats, “COVID-19 and public transportation: Current assessment, prospects, and research needs,” J. Public Transp., vol. 22, no. 1, pp. 1–34, 2020, doi: 10.5038/2375-0901.22.1.1.

PT. Kereta Api Indonesia, “Jumlah Penumpang Stasiun Serang 2019-2020,” Badan Pusat Statistik, 2021. .

Peraturan Menteri Perhubungan Republik Indonesia Nomor PM 18 Tahun 2020, “Pengendalian Transportasi Dalam Rangka Pencegahan Penyebaran Corona Virus Disease 2019 (COVID-19).”

J. Paulina, C. Sari, and D. Rintawati, “Evaluasi Kinerja dan Analisis Tingkat Kepuasan Penumpang di Stasiun KRL Grogol,” vol. 6, no. 2, pp. 115–127, 2020.

R. Kristiana and S. Jodi, “Analisis Pengukuran Kualitas Kinerja Infrastruktur LRT Jakarta Selama Kondisi Pandemi Covid-19,” J. Tek. Sipil, vol. X, no. 1, pp. 85–94, 2020.

N. Sari, “Kinerja Pelayanan Stasiun Rejosari (Studi Kasus Di Stasiun Rejosari Kecamatan Natar),” J. Tek. Sipil, vol. 2, no. 02, pp. 78–91, 2021.

H. Budi, B. Kuncoro, D. E. Intari, and F. A. Mahendra, “Evaluasi Kinerja Pelayanan Stasiun Maja Kabupaten Lebak - Banten,” vol. 9, no. 2, pp. 138–153, 2020.

R. Susanti, “Sampling Dalam Penelitian Pendidikan,” J. Teknodik, no. 16, pp. 187–208, 2019, doi: 10.32550/teknodik.v0i0.543.

A. Dewi Kuraesin, M. Suryaningsih, H. Darwis, and A. Yunita, “The Influence of Organizational Culture on Financial Report Quality at Jakarta Water Resources Office,” Golden Ratio Financ. Manag., vol. 2, no. 1, pp. 29–42, 2022, doi: 10.52970/grfm.v2i1.189.

T. E. Situmorang and D. Purba, “Perancangan Aplikasi Pengujian Validitas dan Reliabilitas Instrumen Penelitian,” vol. 02, pp. 54–58, 2019.

R. Heale and A. Twycross, “Validity and Reliability in Quantitative Studies,” Evid. Based. Nurs., vol. 18, no. 3, pp. 66–67, 2015, doi: 10.1136/eb-2015-102129.

Y. Prananda, D. R. Lucitasari, and M. S. Abdul Khannan, “Penerapan Metode Service Quality (Servqual) Untuk Peningkatan Kualitas Pelayanan Pelanggan,” Opsi, vol. 12, no. 1, p. 1, 2019, doi: 10.31315/opsi.v12i1.2827.

H. Cothron et al., “Research & development,” Nucl. Plant J., vol. 37, no. 1, pp. 20–21, 2019, doi: 10.1108/eb039583.

A. G. Mauri, R. Minazzi, and S. Muccio, “A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013,” Int. Bus. Res., vol. 6, no. 12, pp. 134–144, 2013, doi: 10.5539/ibr.v6n12p134.

G. K. Dewanti and H. Hermanto, “Analisis Kualitas Pelayanan Pelanggan Bengkel Motor ‘Abc’ Menggunakan Konsep Servis Quality Dan Importance-Performance Analysis,” J. Ind. Manuf., vol. 2, no. 2, pp. 62–69, 2017, doi: 10.31000/jim.v2i2.628.

F. R. Wilujeng and R. Kusumo, “Analisis Kepuasan Tenaga Kerja Outsourcing terhadap Pelayanan Perusahaan dengan Metode Importance-Performance Analysis (IPA),” JIEMS (Journal Ind. Eng. Manag. Syst., vol. 11, no. 2, pp. 64–69, 2018, doi: 10.30813/jiems.v11i2.1182.

Yudi Siyamto, “Kualitas Pelayanan Bank Dengan Menggunakan Metode IPA Dan CSI Terhadap Kepuasan Nasabah,” J. Ilm. Ekon. Islam, vol. 03, no. 2477–6157, pp. 63–76, 2017.

G. A. Immanuel and R. Setiawan, “Implementasi Metode Importance Performance Analysis Untuk Pengukuran Kualitas Sistem Informasi Akademik,” Kurawal - J. Teknol. Inf. dan Ind., vol. 3, no. 2, pp. 181–190, 2020, doi: 10.33479/kurawal.v3i2.350.

D. Yulisetiarini, “The Relationship between Service Quality, Customer Satisfaction and Loyalty in Restaurant Business in East Java,” Int. J. Bus. Manag. Invent., vol. 3, no. 5, pp. 1–10, 2014.

D. E. Intari, I. Suryani, and I. Septya, “Evaluasi Kinerja Pelayanan Stasiun Kereta Api Bogor Di Kota Bogor, Jawa Barat,” J. Fondasi, vol. 6, no. 1, 2017, doi: 10.36055/jft.v6i1.2013.

DOI: http://dx.doi.org/10.36055/fondasi.v12i2.22055