ANALISA SERVICE QUALITY PT. KAI MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS PADA STASIUN BANDUNG
Abstract
Semakin beragamnya perusahaan transportasi seperti kereta api, pesawat, busway, Go-Jek, Grab, Travel, Taxi, dan lain-lain, ada persaingan yang ketat di industri transportasi saat ini. Perusahaan harus terus memperbaiki layanan mereka untuk tetap bertahan dalam persaingan. Oleh karena itu, service quality yang ditawarkan kepada pelanggan adalah kunci utama untuk menjadi perusahaan yang lebih unggul. Kemampuan suatu perusahaan transportasi saat ini menentukan kelangsungan hidup perusahaan tersebut.Tujuan Penelitian untuk mengetahui apakah kualitas layanan yang di berikan oleh PT KAI sudah memenuhi harapan pelanggan dan untuk mengetahui tingkat kepuasan pelanggan tentang artibut-atribut pelayanan yang telah diberikan oleh PT KAI. Martilla dan James pertama kali menerapkan metode Importance Performance Analysis (IPA) (1977 dalam Tjiptono, 2019). Metode ini bertujuan untuk mengukur hubungan antara persepsi pelanggan dan prioritas peningkatan kualitas jasa atau produk teknik ini dikenal sebagai analisis quadrant Brant dan Latu Everett (2015 dalam Tjiptono, 2011). Berdasarkan hasil penelitian yang menjadi prioritas sutama dalam kuadran A memiliki 7 indikator yakni (X.6), (X.10 (X.18), Ketersediaan layanan bantuan petugas 24 jam (X.24), (X.5), (X.25), (X.2) dan (X.14). Sehingga indikator yang berada di dalam kuadran A harus segera memperbaiki layanan dan fasilitas stasiun kereta kota Bandung.stasiun harus meningkatkan kualitas pelayanan yang diberikan oleh petugasnya. Hal ini dapat dilakukan dengan memberikan pelatihan yang lebih baik kepada petugas, sehingga mereka dapat memberikan pelayanan yang lebih baik dan lebih ramah. Kedua, stasiun harus meningkatkan infrastruktur dan fasilitas yang tersedia. Hal ini dapat dilakukan dengan memperbarui sistem tiket, meningkatkan kualitas toilet dan fasilitas lainnya, serta meningkatkan kebersihan di dalam stasiun.
References
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Pellanggan GrabBikel Di Kota Meldan). Julrnal Manajelmeln Dan Bisnis, 19, 183–196.
Sirelgar, Syofian. (2014). Meltodel Pelnellitian Kulantitatif : Dilelngkapi Pelrbandingan Pelrhitulngan Manulal & SPSS, Eldisi Pelrtama. Jakarta : Kelncana
Sulgiyono. (2019). Meltodel Pelnellitian Kulantitatif, Kulalitatif, dan R&D. Bandulng: Alfabelta.
Tavitiyaman, P., Law, T. S. V., Fong, Y. F. Beln, & Ng, T. K. C. (2024). Selrvicel qulality attribultels on culstomelrs’ pelrceliveld valulel and belhavioral intelntion of district helalth celntrels: a modelrating elffelct of helalth-carel sulbsidy. Intelrnational Joulrnal of Qulality and Selrvicel Scielncels. https://doi.org/10.1108/IJQSS-10- 2023-0170
Wandani, F. D., Indonelsia-sttd, P. T. D., Stuldi, P., Telrapan, S., & Darat, T. (2022). Antara Angkultan Buls Delngan Kelrelta Api Pada Lintas Bojonelgoro-Sulrabaya.
Wang, Y. (2023). Relselarch on delsign melthodology for railway frelight selrvicel combination plans to melelt divelrsel delmands. Railway Scielncels, 2(4), 525–538. https://doi.org/10.1108/rs-10-2023-0039
Wibowo, Seltiyo, and Nulr Mulflihah. "Analisis kulalitas pellayanan telrhadap kelpulasan pellanggan melnggulnakan meltodel selrvqulal di Sanjaya Fitnels Jombang." Julrnal Pelnellitian Bidang Inovasi & Pelngellolaan Indulstri 1.2 (2022): 61-68.
Zulkarnaen, W., Fitriani, I., & Yuningsih, N. (2020). Pengembangan Supply Chain Management Dalam Pengelolaan Distribusi Logistik Pemilu Yang Lebih Tepat Jenis, Tepat Jumlah Dan Tepat Waktu Berbasis Human Resources Competency Development Di KPU Jawa Barat. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 4(2), 222-243. https://doi.org/10.31955/mea.vol4.iss2.pp222-243.
Published
2024-06-29
How to Cite
Gunawan, H., & Rubiyanti, N. (2024). ANALISA SERVICE QUALITY PT. KAI MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS PADA STASIUN BANDUNG. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(2), 1389-1399. https://doi.org/10.31955/mea.v8i2.4173
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