Muhammad Zaki Alam Yusrani Primary Author Denny Langas Siahaan Additional Author Dinar Dewi Kania Additional Author Prasadja Ricardianto Additional Author Heri Subagyo Additional Author

The research objective is to improve station services by analyzing service performance based on the Minimum Service Standards for people transport by train. A train station is a train departure and stop which functions for passenger boarding and unloading, loading and unloading of goods, and train operations. However, the service conditions of the train stations are still inadequate so that efforts to repair and improve station services are needed. The research site is at Manggarai Station, Jakarta, using descriptive qualitative methods, with a total sample of 375 people. The data was collected by means of a questionnaire with a Likert scale model that has been tested. The data were analyzed using the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI). The results show that the satisfaction index value of Manggarai Station service users is 78.596%, the level of service conformity at Manggarai Station has not met service users' expectations, and the main priority for improvement is the availability of safety information, the availability of ticket sales services, the number of security facilities, clarity of information regarding security disturbances, number of security officers, placement of service information, condition of station waiting room, number of toilets at station, service information media, condition of service information