MADANI, SYIFA KRIA (2023) ANALISIS TINGKAT PELAYANAN STASIUN KOTA SERANG PADA MASA PANDEMI COVID-19. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
One of the main factors in realizing customer satisfaction is good service quality. In its implementation, service providers must provide full service to service users. The basic needs of society follow the development and changes in the conditions around including train transportation services; 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 several facilities at the station require service adjustments to the applicable rules. This study aims to determine the level of satisfaction and importance of the level of service of train stations 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 quantitative research and primary data in questionnaires and observations, then processed using the 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, such as improving accessibility, especially for people with special needs, paying attention to station cleanliness, and adding nursing mother room facilities and direction markers at the station. By implementing these recommendations, it is expected to increase the satisfaction of service users who use Serang Station services.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Salah satu faktor utama terwujudnya kepuasaan pelanggan adalah kualitas pelayanan yang baik. Dalam pelaksanaanya, penyedia jasa harus memberikan pelayanan yang maksimal kepada pengguna jasa. Kebutuhan dasar masyarakat mengikuti perkembangan dan perubahan kondisi yang ada di sekitar termasuk layanan jasa transportasi kereta api, meningkatnya kasus COVID-19 di Indonesia menyebabkan adanya penurunan jumlah pengguna jasa transportasi umum, salah satunya pengguna jasa transportasi kereta api. Hal ini membuat beberapa fasilitas di stasiun membutuhkan penyesuaian pelayanan terhadap aturan yang berlaku. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan dan kepentingan terhadap tingkat pelayanan stasiun kereta api di masa pandemi COVID-19, mengetahui gap antara tingkat kepuasan dan kepentingan, dan mengetahui atribut yang menjadi prioritas perbaikan. Penelitian ini menggunakan jenis penelitian kuantitatif dan menggunakan data primer berupa observasi dan kuesioner, lalu diolah menggunakan metode Service Quality dan Importance Performance Analysis. Hasil analisis data menunjukkan bahwa pelayanan stasiun yang diharapkan belum sesuai dengan apa yang diterima oleh pengguna jasa Stasiun Serang. Diperlukan peningkatan kualitas pelayanan dan penambahan kuantitas fasilitas di stasiun, seperti meningkatkan aksesibilitas khususnya bagi orang berkebutuhan khusus, memperhatikan kebersihan stasiun, dan menambah fasilitas ruang ibu menyusui serta penanda arah di stasiun. Dengan menerapkan rekomendasi tersebut, diharapkan dapat meningkatkan kepuasan pengguna jasa yang memakai jasa layanan Stasiun Serang. | |||||||||
| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 22201-Jurusan Teknik Sipil |
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| Depositing User: | Mrs Syifa Kria Madani | |||||||||
| Date Deposited: | 07 Jul 2023 11:39 | |||||||||
| Last Modified: | 07 Jul 2023 15:25 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/26107 |
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