Record Detail Back
Service Quality of Commuter Electric Train During the Covid-19 Pandemic in Indonesia
- Share to:
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.
P. Ricardianto - Personal Name
Arbie - Personal Name
S. E. Saputro - Personal Name
Z. Abidin - Personal Name
A. D. Galyuk - Personal Name
Arbie - Personal Name
S. E. Saputro - Personal Name
Z. Abidin - Personal Name
A. D. Galyuk - Personal Name
NONE
electronic file
English
AIP Publishing
2023
Ekaterinburg, Russia
Volume 2624, Issue 1
INTERNATIONAL SCIENTIFIC AND PRACTICAL CONFERENCE “RAILWAY TRANSPORT AND TECHNOLOGIES”: RTT-2021
https://doi.org/10.1063/5.0132698
LOADING LIST...
LOADING LIST...