Analisis Standar Pelayanan Minimum Angkutan Orang di Stasiun Lempuyangan

Dwitha Nurfarida, Prof. Ir. Siti Malkhamah, M.Sc., Ph.D., IPU., ASEAN.Eng,

2023 | Skripsi | TEKNIK SIPIL

Salah satu moda transportasi darat yang banyak digunakan oleh masyarakat Indonesia, khususnya di Pulau Jawa adalah kereta api. Telah eksis di Indonesia sejak abad ke-18, kereta api terkenal mampu mengangkut barang dan orang dalam jumlah yang cukup banyak dalam sekali perjalanan. Untuk mendukung beroperasinya kereta api, dibutuhkan beberapa prasarana seperti jalur rel dan stasiun kereta api. Salah satu stasiun kereta api yang masih aktif beroperasi adalah Stasiun Lempuyangan. Dibangun dan mulai beroperasi sejak abad ke-18, menjadikan Stasiun Lemuyangan sebagai stasiun tertua di Yogyakarta. Oleh karena itu, perlu diketahui apakah Stasiun Lempuyangan telah memberikan pelayanan yang sesuai terhadap regulasi yang berlaku saat ini, yaitu Permenhub Nomor 63 Tahun 2019.

Data yang dibutuhkan dalam penelitian ini diperoleh dengan cara melakukan observasi langsung di lokasi studi dan menyebarkan kuesioner melalui Google Form kepada penumpang. Selanjutnya, analisis dilakukan dengan membandingkan hasil observasi dengan tolak ukur pada SPM yang tertera di PM 63 Tahun 2019. Disamping itu, dilakukan analisis dengan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) untuk mengetahui tingkat kepuasan dan kepentingan tiap atribut pelayanan berdasarkan persepsi penumpang. Kemudian, hasil dari analisis kesesuaian dengan SPM dibandingkan dengan analisis IPA dan CSI untuk mengetahui atribut pelayanan yang kurang sesuai.

Hasil analisis kesesuaian penerapan SPM menunjukkan masih terdapat beberapa fasilitas pelayanan yang belum sesuai yaitu, fasilitas keselamatan, peron, peta jaringan pelayanan KA, area boarding, dan fasilitas bagi penumpang berkebutuhan khusus. Sementara berdasarkan analisis IPA, penumpang merasa sangat puas dan dan berdasarkan analisis CSI penumpang merasa puas. Dari diagram IPA, diketahui terdapat 5 fasilitas pelayanan yang termasuk kategori prioritas utama, 14 fasilitas dalam kondisi baik, 12 fasilitas memiliki performa yang biasa saja, dan 2 fasilitas dengan kinerja berlebihan. Fasilitas pelayanan yang kurang sesuai diberikan usulan perbaikan agar sesuai dengan SPM. Selain itu, diberikan juga beberapa rekomendasi peningkatan fasilitas pelayanan eksisting

One of the modes of land transportation that is widely used by the people of Indonesia, especially in Java, is the train. Having existed in Indonesia since the 18th century, trains are famous for being able to transport goods and people in quite a large number in one trip. To support the operation of the train, several infrastructures such as rail lines and train stations are needed. One of the train stations that is still actively operating is Lempuyangan Station. Built and operating since the 18th century, Lemuyangan Station is the oldest station in Yogyakarta. Therefore, it is necessary to know whether Lempuyangan Station has provided services in accordance with the current regulations, namely the Minister of Transportation Regulation Number 63 of 2019.

The data needed in this study were obtained by making direct observations at the study location and distributing questionnaires via Google Form to passengers. Furthermore, the analysis is carried out by comparing the results of observations with the benchmarks for the Minimum Service Standards (MSS) listed in PM 63 of 2019. In addition, an analysis is carried out using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods to determine the level of satisfaction and the importance of each service attribute based on passenger perceptions. Then, the results of the conformity analysis with the MMS were compared with the IPA and CSI analysis to find out the unsuitable service attributes.

The results of the suitability analysis for the application of the MSS show that there are still several service facilities that are not suitable, namely, safety facilities, platforms, maps of the railway service network, boarding areas, and facilities for passengers with special needs. Meanwhile, based on the IPA analysis, the passengers were very satisfied and based on the CSI analysis, the passengers were satisfied. From the IPA diagram, it is known that there are 5 service facilities that are included in the top priority category, 14 facilities are in good condition, 12 facilities have mediocre performance, and 2 facilities with excessive performance. Service facilities that are not suitable are given suggestions for improvement to comply with the MSS. In addition, several recommendations for improving existing service facilities were also given  

Kata Kunci : Lempuyangan Station, Minimum Service Standards, Importance Performance Analysis