Evaluasi Terhadap Pelayanan Keselamatan Penumpang Rentan di Kereta Rel Listrik (KRL) Yogyakarta-Solo

Andhika Teguh Putranto, Prof. Ir. Siti Malkhamah, M.Sc., PH.D., IPU., Asean.Eng.;Prof. Dr.Eng. Ir. Muhammad Zudhy Irawan, S.T., M.T., IPM.

2026 | Tesis | S2 Mag. S. & T.Transportasi

Transportasi publik seperti Kereta Rel Listrik (KRL) Yogyakarta-Solo diwajibkan menjamin keselamatan kelompok penumpang rentan, yang secara normatif diatur dalam Peraturan Menteri Perhubungan Nomor PM 63 Tahun 2019. Namun, efektivitas perlindungan di lapangan masih belum optimal. Penelitian ini bertujuan mengevaluasi kondisi keselamatan eksisting dan mengidentifikasi faktor penentunya untuk merumuskan rekomendasi perbaikan layanan serta pembaruan regulasi yang presisi. 

Penelitian ini merupakan studi deskriptif kuantitatif-kualitatif yang membatasi populasi secara eksklusif pada kelompok penumpang rentan. Pengumpulan data primer dilakukan menggunakan teknik purposive sampling terhadap 210 responden pengguna layanan KRL, dipadukan dengan observasi kesesuaian prasarana dan sarana. Tingkat kepuasan dan kepentingan pengguna dievaluasi menggunakan matriks Importance-Performance Analysis (IPA). Setelah itu, analisis kesenjangan regulasi dilakukan melalui benchmarking terhadap Inclusive Design Code dari Land Transport Authority (LTA) Singapura untuk menganalisis kelemahan pada regulasi domestik. 

Hasil pemetaan IPA menunjukkan ketersediaan infrastruktur fisik dasar seperti jumlah kursi prioritas dan sistem informasi telah melampaui ekspektasi penumpang. Namun, titik lemah pelayanan paling kritis berada pada sumber daya manusia, yakni minimnya ketegasan petugas dalam mensterilkan hak ruang prioritas dan rendahnya kesigapan respons darurat medis. Selain itu, celah peron masih menjadi ancaman keselamatan laten yang masih belum dapat terpenuhi di beberapa lokasi stasiun. Analisis kesenjangan membuktikan bahwa PM 63 Tahun 2019 masih berorientasi pada kepatuhan pengadaan fasilitas, tertinggal dari standar LTA Singapura yang berfokus pada hasil perlindungan proaktif pengguna (outcome-based). Sebagai solusi menyeluruh, penelitian ini merekomendasikan transformasi Standar Operasional Prosedur (SOP) operasional petugas menjadi pelindung ruang yang proaktif, pemasangan sirip karet penutup celah peron, serta amandemen redaksi pasal pada PM 63 Tahun 2019 agar mewajibkan jaminan intervensi perlindungan secara nyata di lapangan.

Public transportation such as the Yogyakarta-Solo Electric Commuter Train (KRL) is required to guarantee the safety of vulnerable passenger groups, which is normatively regulated in the Minister of Transportation Regulation Number PM 63 of 2019. However, the effectiveness of this protection in the field remains suboptimal. This study aims to evaluate existing safety conditions and identify their determining factors to formulate precise recommendations for service improvements and regulatory updates.

This research is a quantitative-qualitative descriptive study that exclusively limits its population to vulnerable passenger groups. Primary data collection was conducted using a purposive sampling technique involving 210 KRL service users, combined with observations on the conformity of infrastructure and facilities. User satisfaction and importance levels were evaluated using the Importance-Performance Analysis (IPA) matrix. Subsequently, a regulatory gap analysis was conducted through benchmarking against the Inclusive Design Code of Singapore's Land Transport Authority (LTA) to analyze weaknesses in domestic regulations.

The IPA mapping results indicate that the availability of basic physical infrastructure, such as the number of priority seats and information systems, has exceeded passenger expectations. However, the most critical service weakness lies in human resources, namely the lack of staff assertiveness in sterilizing priority space rights and the low readiness of medical emergency responses. In addition, platform gaps remain a latent safety threat that has yet to be resolved at several station locations. The gap analysis proves that PM 63 of 2019 remains oriented towards facility procurement compliance, lagging behind the Singapore LTA standards which focus on proactive, outcome-based user protection. As a comprehensive solution, this research recommends transforming staff Standard Operating Procedures (SOPs) into proactive space protectors, installing rubber platform gap fillers, and amending the article clauses in PM 63 of 2019 to mandate a guarantee of tangible protective interventions in the field.

Kata Kunci : Keselamatan Penumpang, Penumpang Rentan, KRL Yogyakarta-Solo, Importance-Performance Analysis (IPA), Regulatory Gap Analysis