Analysis of Customer Satisfaction Level of Lebaran Transportation in Java
Keywords:
Satisfaction level, trains, lebaran, passangerAbstract
This research aimed to analyze customer satisfaction level of Lebaran trains in Java Island. Data collection was done through observation and spreading of questionnaires. The sample of this data collection is 206 respondents who traveled during Lebaran with train in Java Island. The result of the research by using Importance Performance Analysis method shows that the respondent's expectation for the train service is 82.8 percent while the respondent's satisfaction level is 65.4 percent. Customer Satisfaction Index for all attributes studied was 71.4 percent. Some of the attributes that need prioritized for improvement are considered inconsistent with the expectations of passengers: cleanliness and comfort toilets in the station and on the train, availability of facilities for the disabled, affordability of ticket prices and suitability of ticket prices with services. Other attributes that are important and considered satisfactory by respondens are information boards, station staff friendliness, cleanliness and convenience at the station, ticket service counter, train staff friendliness, cleanliness and convenience in trains, on-time departure Train, punctuality of train arrival, travel time and ease of getting tickets.
Downloads
References
Badan Litbang Kementerian Perhubungan. 2014. Survey Potensi Pemudik Tahun 2015.
Barata, Atep. 2004. Dasar- dasar Pelayanan Prima. Jakarta: Elex Media. Komputindo.
European Commision. 2013. Europeans’ satisfaction with Rail services.
Keputusan Menteri Pendayagunaan Aparatur Negara Nomor:
/KEP/M.PAN/7/2003 Tentang Pedoman Umum Penyelenggaraan Pelayanan Publik.
Keputusan Menteri Pendayagunaan Aparatur Negara Nomor: KEP/25/M.PAN/2/2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah.
Lestari, Sri. 2014. Jurnal Penelitian Transportasi Darat No. 520/AU2/P2MI- LIPI/04/201
PT KAI. 2015. Laporan Tahunan Annual Report Tahun 2015. Bandung.
Riadi, Muchlisin. 2012. Pelayanan Publik,
November 2016. Tersedia di: http://www.kajianpustaka.com.
Undang-Undang Republik Indonesia Nomor 23 Tahun 2007 tentang Perkeretaapian.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Jurnal Perkeretaapian Indonesia (Indonesian Railway Journal)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
The Authors submitting a manuscript do so on the understanding that if accepted for publication, the copyright of the article shall be assigned to Jurnal Perkeretaapian Indonesia (Indonesian Railway Journal).