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
Abstract :
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.
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.