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| Analysis of Rail Passenger Satisfaction Level of Services At Pasar Turi Surabaya Station
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Fahrul Firman Anugrah Saputra, Ardi Kurniawan, Elly Ana , Dita Amelia
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Abstract:
Success in the country's economic development process must be accompanied by an improvement in the transportation system that is good according to needs and keeps up with the times that are happening. One form of transportation that continues to improve service quality is rail transportation. Train transportation during the current post-Covid-19 pandemic provides a service policy for passengers. The policy given by PT KAI (Persero) during the post-Covid-19 pandemic is that long-distance train passengers who have taken the third vaccine (booster) are not required to show negative results for the Rapid Antigen Test during boarding. In addition to post-pandemic policies, the service system and facilities at stations often have problems. As one of the largest stations in the city of Surabaya, Surabaya Pasar Turi station is required to provide excellent service. Therefore, this research was conducted to analyze the level of satisfaction of railroad passengers with services at Surabaya Pasar Turi Station. The method used in this research is the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The sample size used for this study was 105 respondents. The results of this study obtained a CSI value of 84.507%, which means that train passengers are very satisfied with the service at Surabaya Pasar Turi Station. In the IPA analysis, the results show that the reliability attribute in overcoming boarding pass printing problems must be improved.
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