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THE SERVICE PERFORMANCE OF THE JAKARTA MANGGARAI STATION, INDONESIA
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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
Muhammad Zaki Alam Yusrani - Personal Name
Denny Langas Siahaan - Personal Name
Dinar Dewi Kania - Personal Name
Prasadja Ricardianto - Personal Name
Heri Subagyo - Personal Name
Denny Langas Siahaan - Personal Name
Dinar Dewi Kania - Personal Name
Prasadja Ricardianto - Personal Name
Heri Subagyo - Personal Name
2582 - 0265
NONE
electronic file
English
IJMSSSR
2021
INDIA
IJMSSSR 2021
VOLUME 3
ISSUE 5 SEPTEMBER - OCTOBER
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