Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Di Stasiun Kereta Api Cibatu Garut

Abstract

Cibatu Garut Station is the largest Class II railway station in Garut Regency, covering an area of 1 hectare. Its proximity to the administrative center of Garut Regency makes it the main station for Garut residents traveling to various destinations in Java. PT Kereta Api Indonesia (Persero) is committed to providing the best services with adequate facilities, such as physical evidence (toilets, waiting rooms, and others), schedule certainty, responsiveness of staff, and ensuring security and comfort during the stay at the station. The railway transportation mode remains a favorite among the community, and PT KAI continues to enhance facilities at the station, with continuous improvements aimed at increasing customer satisfaction. The service standards are governed by Regulation of the Minister of Transportation No. 63 of 2019. Cibatu Garut Station needs to improve seat capacity in the waiting area during peak hours and add mosque facilities to meet the Minimum Service Standards. To identify service quality improvements, a customer satisfaction analysis is conducted using the Importance Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV) methods. Keywords: Cibatu Garut Train Station, Minimum Service Standards, Service Quality Improvement, Importance Performance Analysis (IPA), Potential Gain in Customer Value (PGCV).

ABSTRAK
Stasiun Cibatu Garut adalah stasiun kereta api kelas II terbesar di Kabupaten Garut, dengan luas 1 ha. Lokasinya dekat dengan pusat pemerintahan Kabupaten Garut, menjadikannya stasiun utama bagi warga Garut yang bepergian ke berbagai tujuan di Jawa. PT Kereta Api Indonesia (Persero) berkomitmen untuk menyediakan layanan terbaik dengan fasilitas yang memadai seperti bukti fisik (toilet, ruang tunggu, dan lain-lain) kepastian jadwal, ketanggapan petugas, keamanan dan kenyamanan yang terjamin selama berada di stasiun. Moda transportasi kereta api masih menjadi primadona masyarakat, PT KAI terus meningkatkan fasilitas di stasiun, perbaikan terus-menerus dilakukan untuk meningkatkan kepuasan pelanggan. Dan standar pelayanan diatur oleh Peraturan Menteri Perhubungan No 63 Tahun 2019, Stasiun Cibatu Garut perlu memperbaiki kapasitas kursi di area tunggu pada jam sibuk dan menambah fasilitas mushola untuk memenuhi Standar Pelayanan Minimum. Untuk mengidentifikasi perbaikan kualitas layanan, dilakukan analisis kepuasan pelanggan menggunakan Metode Importance Performance Analysis (IPA) dan Potential Gain in Customer Value (PGCV).
Kata kunci: Stasiun Cibatu Garut, Standar Pelayanan Minimum, Perbaikan Kualitas Layanan, Importance Performance Analysis (IPA), Potential Gain in Customer Value (PGCV).