ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN JASA KERETA API EKONOMI LOKAL BANDUNG RAYA

Abstract

Public transportation, such as trains, plays a crucial role in facilitating the daily activities of the community. PT. Indonesian Railways (Persero), is committed to providing the best service with adequate facilities in accordance with the Minimum Service Standards (SPM). In the digital era, customer complaints can easily spread on social media, such as the example of a leaking air conditioner in the train carriage. Therefore, this research focuses on Customer Satisfaction Analysis of the Service Quality of the Local Economy Train in the Bandung Raya area, with the aim of improving service quality, meeting customer needs, and enhancing user comfort. The analysis results indicate that most of the services provided by the Local Economy Train in the Bandung Raya area satisfy customers. However, using the Importance-Performance Analysis (IPA) and Zone of Tolerance (ZOT) methods, there are some services that still do not meet customer expectations. These services include toilet conditions, availability of food and beverage support, cleanliness in the train, and the availability of priority seats for the elderly, pregnant women, people with disabilities, sick individuals, and passengers with infants.
Keywords: Public Transportation, Customer Satisfaction, Railway, Importance Performance Analysis (IPA), Zone of Tolerance (ZOT).