P. Ricardianto Primary Author Arbie Additional Author S. E. Saputro Additional Author Z. Abidin Additional Author A. D. Galyuk Additional Author

This study aims to analyze and evaluate the quality of commuter electric train services in the Jabodetabek area (Jakarta and its satellite cities), Indonesia from 2019 to 2021, where since the Covid-19 pandemic. The research method used is the Importance Performance Analysis (IPA). It is also supported by validity and reliability testing as well as different expectations and perceptions tests and Cartesian diagrams. Based on the analysis and discussion, it can be concluded that the perception of respondents of the Jabodetabek commuter electric train passengers is still in good category, namely 80.26 percent in the comparison between passengers expectation and service performance, but there are still several service items that need improvement because they are in quadrant A. Based on the IPA analysis, it was found that the passenger's expectation on the train service has not been delivered optimally, as evidenced by the gap between performance and expectations. However, there are as many 30 service instruments that are in quadrant B, this means that the performance of service instruments is in line with expectations. To maintain positive perception of passengers on the Jabodetabek commuter electric train service, it is necessary to make some improvements in the station operator, especially on service instruments in quadrant A while still maintaining performance achievements in quadrant B.