PERSEPSI PENGGUNA KERETA API PENUMPANG TERHADAP LAYANAN KERETA API (STUDI KASUS : STASIUN TANJUNG KARANG – KOTA BUMI)

Abstract

The service quality level on the Tanjung Karang Station – Kota Bumi Station route is considered good when users feel satisfied with the services provided, in line with their expectations. This study aims to determine the extent of user satisfaction with the services offered along the Tanjung Karang to Kota Bumi railway route. Data were collected through questionnaires distributed to 50 respondents. The questionnaire design referred to the Regulation of the Minister of Transportation No. 48 of 2015 concerning Minimum Service Standards (SPM). The method used to evaluate service satisfaction levels was Importance Performance Analysis (IPA), which measures the level of importance and performance across various service aspects. Based on the IPA results, the highest quality service aspect was found in indicator P9, referring to the attitude of railway staff on the Tanjung Karang – Kota Bumi route who were friendly, professional, and responsive in assisting passengers, achieving a satisfaction percentage of 89.82%. This indicator was classified as satisfactory as it fell within the range of 80–100%. Conversely, the lowest quality aspect was indicator P13, related to regulations or policies that support travel comfort and smoothness, although it still achieved a score of 80.70% and remained within the satisfactory category. Overall, the average user satisfaction level with services on the Tanjung Karang – Kota Bumi route reached 84.80%. This figure indicates that, in general, the service quality provided was satisfactory and had a significant impact on passenger satisfaction.