Update Artikelilmiah: 7420

TIARA RESTIYANI RUKANDA PUTRI

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Abstrak (Bhs. Indonesia)

Saat ini PT. KAI melakukan peningkatan pelayanan berupa penambahan Air Conditioner (AC) pada Kereta Api Bisnis Senja Utama Yogya. Tujuan penelitian ini untuk mengetahui atribut pelayanan yang mempengaruhi kepuasan penumpang, mengetahui penilaian dan harapan penumpang terhadap kinerja tingkat pelayanan jasa Kereta Api Bisnis Senja Utama Yogya berdasarkan analisis Importance Performance Analysis (IPA), mengetahui atribut pelayanan yang menurut penumpang perlu ditingkatkan, dan mengetahui tingkat kepuasan penumpang terhadap kinerja dan kualitas pelayanan Kereta Api Bisnis Senja Utama Yogya berdasarkan hasil analisis menggunakan metode Customer Satisfaction Index (CSI). Penelitian yang dilakukan mengacu pada Standar Pelayanan Minimum (SPM) di stasiun kereta api dan di perjalanan kereta api antar kota berdasarkan Peraturan Menteri Perhubungan No. 9 Tahun 2011. Pengumpulan data dilakukan dengan penyebaran kuisioner yang menggunakan teknik simple random sampling dengan jumlah sebanyak seratus kuisioner. Hasil penelitian menunjukkan bahwa : (1) Terdapat 40 atribut yang mempengaruhi tingkat kepuasan KA Bisnis Senja Utama Yogya yang terbagi menjadi lima parameter, yaitu : keandalan/reliability, ketanggapan/responsiveness, keyakinan/assurance, empati/emphaty, dan berwujud/tangibles; (2) Hasil analisis menggunakan metode IPA diperoleh : kuadran I (prioritas utama) terdapat 12 atribut pelayanan; kuadran II (pertahankan prestasi) terdapat 11 atribut pelayanan; kuadran III (prioritas rendah) terdapat 8 atribut pelayanan; dan kuadran IV (berlebihan) terdapat 9 atribut pelayanan; (3) Atribut yang harus dijadikan prioritas utama terletak pada kuadran 1 terdiri dari 12 atribut, dan (4) Hasil analisis menggunakan metode CSI diperoleh nilai sebesar 0,65 yang berada pada interval 0,51 - 0,65. Hal ini menunjukkan bahwa penumpang merasa “cukup puas” terhadap kinerja yang dilakukan. Jika dibandingkan dengan interpretasi hasil gap terhadap pelayanan yang diberikan maka termasuk dalam kategori “perlu ditingkatkan” dengan nilai gap sebesar -1,0. Hubungan antara gap dengan analisis CSI adalah pelanggan  merasa cukup puas terhadap pelayanan yang diberikan PT. KAI, namun masih perlu ditingkatkan agar pelanggan puas terhadap Kereta Api Senja Utama Yogya dan tidak berpindah ke moda transportasi lain.

Abtrak (Bhs. Inggris)

Currently PT. KAI improved the service quality in the form of additional Air Conditioner (AC) at the Business train Senja Utama Yogya. The purpose of this study was to determine the service attributes that affect passengers satisfaction according to their opinion, knowing judgments and expectations of the passenger to the services performance level of Business train Senja Utama Yogya based on Importance Performance Analysis (IPA), knowing that service attributes according to passenger needs to be improved, and determine the level of passenger satisfaction on the performance and quality of service of the Business train Senja Utama Yogya is based on the analysis using the Customer Satisfaction Index (CSI). It was carried out according to the Minimum Service Standards (MSS) at the train station and in the inter-city train travel by the Minister of Transportation Regulation No. 9 in 2011. The data was collected using a questionnaire with simple random sampling technique. The number of questionnaires that can be analyzed were one hundred questionnaires. The results showed that: (1) There are 40 attributes that affect the level of satisfaction of Business train Senja Utama Yogya which is divided into five parameters, namely: reliability, responsiveness, assurance, empathy, and tangibles; (2) The results of the analysis by using IPA  were obtained the position of each attribute in the quadrant, namely: quadrant I (top priority) contained 12 service attributes; quadrant II (keep of achievement) contained 11 service attributes; quadrant III (lower priority) contained 8 service attributes, and quadrant IV (exaggeration) there are 9 service attributes, (3) the attributes that should be a top priority put in quadrant 1 consist of 12 attributes; and (4) The results of the analysis by using CSI obtained CSI value of 0.65 which is in the interval from 0.51 to 0.65 which indicates that the perception of the passengers feel "quite satisfied" to the carried performance. When it wascompared with the interpretation of the gap in the services provided, it had category of "needs improvement" with a gap value of -1.0. It was gotten the relationship between the gap and the CSI analysis is generally customers were satisfied with the services provided by PT. KAI but it still needs the improvement so that the customers are satisfied to the Business train Senja Utama Yogya and did not move to other modes of transportation.

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