AMALIA, RIFA (2023) EVALUASI PELAYANAN KERETA API LISTRIK (KRL) PADA MASA PANDEMI COVID-19 (STUDI KASUS RELASI BEKASI-JAKARTA KOTA). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Electric train (KRL) is a means of transportation operated by PT. Indonesian Commuter Train (KCI). Based on data from PT Kereta Commuter Indonesia (KCI), the number of KRL passengers throughout 2017 reached 315.8 million passengers and continues to grow. KRL connection Bekasi-Jakarta Kota station is one of the KRL routes in Jabodetabek with the most contributors. Often there is congestion in the carriages, especially during rush hour in the morning or evening which causes discomfort in the carriages which requires jostling so that physical distancing is not created. This study aims to determine the service quality of Electric Railways (KRL) for Bekasi-Jakarta Kota travel relations during the Covid-19 pandemic according to user perceptions, and to determine the quality of service on Electric Trains in accordance with minimum service standards based on PM No. 63 of 2019 and New Normal Order for Commuter PT. KCI. The research method used in this research is the Importance Performance Analysis (IPA) method and the SWOT method. This research begins with collecting data on respondents and processing data. The results of this research using the swot method obtained the value of the level of Performance, Expectancy, and gap according to respondents from 5 dimensions, namely Reability with a gap of -0.855, Responsiveness with a gap of -0.99, Assurance with a gap of -0.775, Empathy with a gap of 0 -0.645 and tangible with a gap of -0.8 then the attribute is considered bad and not in accordance with user perception. However, in general the performance and services provided by PT. KCI are in accordance with the minimum service standards and also the combination of PT. KCI's new normal rules.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Kereta api listrik (KRL) merupakan sarana transportasi yang di operasikan oleh PT. Kereta Commuter Indonesia (KCI). Berdasarkan data PT Kereta Commuter Indonesia (KCI) jumlah penumpang KRL sepanjang 2017 mencapai 315,8 juta penumpang dan terus bertambah. KRL relasi stasiun Bekasi-Jakarta Kota merupakan salah satu rute KRL di Jabodetabek dengan penyumbang terbanyak. Sering kali terjadi kepadatan didalam gerbong khususnya pada jam sibuk pagi atau sore hari yang meneyebabkan ketidaknyamanan di dalam gerbong yang mengharuskan berdesak-desakan sehingga tidak terciptanya physical distancing. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan Kereta Api Listrik (KRL) relasi perjalanan Bekasi-Jakarta Kota selama masa pandemi Covid-19 menurut persepsi penggunanya, dan mengetahui kualitas pelayanan pada Kereta Api Listrik sesuai dengan standar pelayanan minimum berdasarkan PM No.63 Tahun 2019 dan Paduan Tatanan Normal Baru bagi Commuter PT. KCI. Metode penelitian yang dihgunakan dalam penelitian ini adalah Metode Importance Performance Analysis (IPA) dan Metode SWOT. Penelitian ini dimulai dengan pengumpulan data terhadap responden dan pengolahan data. Hasil dari penelitian dengan metode swot ini didapatkan nilai tingkat Kinerja, Harapan, dan gap menurut responden dari 5 dimensi yaitu Reability dengan Gap sebesar -0,855, Responsiveness dengan gap sebesar -0,99, Assurance dengan gap sebesar -0.775, Emphaty dengan Gap sebesar 0-0,645 dan tangible dengan Gap sebesar -0,8 maka atribut tersebut dianggap buruk dan belum sesuai dengan persepsi pengguna. Namun, secara garis besar kinerja dan pelayanan yang diberikan PT.KCI sudah sesuai standar pelayanan minimum dan juga paduan tatanan normal baru PT.KCI. | |||||||||
| Uncontrolled Keywords: | KRL, Service Quality KRL, Kualitas Pelayanan | |||||||||
| Subjects: | H Social Sciences > HE Transportation and Communications | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 22201-Jurusan Teknik Sipil |
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| Depositing User: | Mrs Rifa Amalia | |||||||||
| Date Deposited: | 07 Jul 2023 12:03 | |||||||||
| Last Modified: | 24 Aug 2023 11:17 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/26087 |
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