Analysis of Passenger Satisfaction Levels at Gambir Station


Authors : Satrio Harimurti; Dinar Dewi Kania; Masjraul Hidayat

Volume/Issue : Volume 7 - 2022, Issue 9 - September

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3Cstz5s

DOI : https://doi.org/10.5281/zenodo.7187361

Gambir Station is one of Indonesia's largest stations with complete service facilities. With this facility, it is hoped that it can meet passenger expectations. In addition, regarding accessibility, integration from and to Gambir Station is still considered insufficient in supporting passenger satisfaction at Gambir Station. This study was conducted to determine the level of passenger satisfaction at Gambir station and the service indicators that received the top priority to be improved while also knowing the accessibility of existing integrations. This study used the servqual method to determine the gap between expectations and passenger perceptions and used Importance Performance analysis (IPA) to find out the indicators that need to be improved and the Customer Satisfaction Index (CSI) to determine the level of passenger satisfaction. In addition, the descriptive analysis explains the accessibility conditions of integration at Gambir Station. From the results of analysts, the conclusion can be concluded, among others, first the level of passenger satisfaction at Gambir Station, according to the calculation results, is excellent, with a value of 82.73%. Second, the quality of service services is low because they have not met customers' expectations. It can be seen based on the average servqual score of these five dimensions of -0.1299. Furthermore, finally, the accessibility of mode integration at Gambir Station can be said to be complete but still needs to be improved in terms of accessibility of people to DAMRI buses, taxis, transJakarta bus stops and access to online motorcycle taxis. Of PT. Kereta Api Indonesia (Persero) on all five dimensions of the servqual can be said to be.

Keywords : Integration Access, IPA-CSI, Passenger Satisfaction, Servqual.

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