Analysis Of Passenger Satisfaction On The Quality Of Medan Railway Station Services With Service Quality Method (Case Study Of PT. Kereta Api Indonesia (Persero) Medan)

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Analysis of Passenger Satisfaction on the Quality of Medan Railway Station Services with Service Quality Method (Case Study of PT. Kereta Api Indonesia (Persero) Medan)

Introduction

The quality of service at railway stations plays a crucial role in determining passenger satisfaction. In Indonesia, PT. Kereta Api Indonesia (Persero) is responsible for providing railway services across the country, including in Medan. However, the quality of service at Medan Railway Station has been a subject of concern for passengers. This study aims to analyze passenger satisfaction on the quality of Medan Railway Station services using the Service Quality Method (Servqual). The study involves 100 respondents from the railroad passenger population and uses data collection methods through questionnaires and direct interviews.

Background

The Servqual method is a widely used tool for measuring service quality. It includes five dimensions of service characteristics: physical evidence, care, reliability, responsiveness, and guarantees. Physical evidence refers to the tangible aspects of a service, such as the appearance of the station and the quality of facilities. Care refers to the attention and concern shown by service providers to passengers. Reliability refers to the consistency and dependability of services provided. Responsiveness refers to the ability of service providers to respond quickly and effectively to passenger needs and complaints. Guarantees refer to the promises made by service providers to passengers.

Methodology

This study uses a quantitative approach to collect data from 100 respondents from the railroad passenger population. The data collection methods used are questionnaires and direct interviews. The questionnaires were designed to measure passenger satisfaction with the five dimensions of service quality. The direct interviews were conducted to gather more in-depth information about passenger experiences and concerns.

Results

The results of this study indicate that passenger satisfaction with the quality of Medan Railway Station services is in the "quite satisfied" category. However, there are still some critical areas that need to be handled. The analysis of the results shows that the largest gap is in the availability of safe and comfortable parking lots, which gets a gap of -1.55. This shows that passengers feel less satisfied with the existing parking lot. The dimensions that need to be focused on repaired are the tangible dimension (physical evidence), which also obtains a significant gap of -1.09.

Analysis of Research Results

The results of this study indicate that there are several aspects of service that need to be improved by the station. One of the main concerns is the availability of safe and comfortable parking lots. This is a critical area that needs to be addressed as it affects the overall customer experience. The station needs to pay attention to physical facilities such as waiting rooms, toilets, and parking areas.

Another important aspect is reliability. Passengers tend to expect that the train will operate on time and the services provided are consistent. Therefore, the station manager must strengthen the schedule management system and information communication to passengers, especially in unexpected situations.

Responsive power or responsiveness to the needs and complaints of passengers needs to be increased. The station must ensure that customer service officers are ready to help and respond quickly to every complaint from passengers. This will provide a sense of security and comfort to passengers that they are considered and served well.

Conclusion

Overall, the results of this study provide a clear picture of passenger satisfaction with service quality at the Medan train station. With a focus on improving parking aspects and physical evidence, as well as increasing reliability and responsiveness, it is expected that passenger experience can be improved. The appropriate improvement steps will contribute to increasing passenger satisfaction, which will ultimately support the positive image of PT. Kereta Api Indonesia (Persero) in the eyes of the community. This is not only important to maintain existing customers, but also to attract more new passengers into the railroad transportation service system.

Recommendations

Based on the results of this study, the following recommendations are made:

  1. Improve parking facilities: The station needs to improve the availability of safe and comfortable parking lots to meet the needs of passengers.
  2. Enhance physical evidence: The station needs to pay attention to physical facilities such as waiting rooms, toilets, and parking areas to provide a better customer experience.
  3. Increase reliability: The station manager must strengthen the schedule management system and information communication to passengers, especially in unexpected situations.
  4. Improve responsiveness: The station must ensure that customer service officers are ready to help and respond quickly to every complaint from passengers.

By implementing these recommendations, it is expected that passenger satisfaction with the quality of Medan Railway Station services will improve, and the positive image of PT. Kereta Api Indonesia (Persero) will be maintained.

Limitations of the Study

This study has several limitations. Firstly, the sample size is limited to 100 respondents, which may not be representative of the entire railroad passenger population. Secondly, the study only focuses on the quality of service at Medan Railway Station and does not consider other factors that may affect passenger satisfaction. Finally, the study only uses a quantitative approach and does not gather qualitative data through direct interviews.

Future Research Directions

Future research can build on this study by exploring other factors that affect passenger satisfaction with the quality of railway services. For example, the study can investigate the impact of service quality on passenger loyalty and retention. Additionally, the study can explore the use of other service quality measurement tools, such as the SERVPERF method, to compare the results with the Servqual method used in this study.

Conclusion

In conclusion, this study provides a clear picture of passenger satisfaction with the quality of Medan Railway Station services using the Service Quality Method (Servqual). The results indicate that there are several aspects of service that need to be improved by the station, including the availability of safe and comfortable parking lots, physical evidence, reliability, and responsiveness. By implementing the recommendations made in this study, it is expected that passenger satisfaction with the quality of Medan Railway Station services will improve, and the positive image of PT. Kereta Api Indonesia (Persero) will be maintained.
Frequently Asked Questions (FAQs) about Passenger Satisfaction on the Quality of Medan Railway Station Services

Q: What is the purpose of this study? A: The purpose of this study is to analyze passenger satisfaction on the quality of Medan Railway Station services using the Service Quality Method (Servqual).

Q: What is the Servqual method? A: The Servqual method is a widely used tool for measuring service quality. It includes five dimensions of service characteristics: physical evidence, care, reliability, responsiveness, and guarantees.

Q: What are the five dimensions of service quality? A: The five dimensions of service quality are:

  1. Physical evidence: The tangible aspects of a service, such as the appearance of the station and the quality of facilities.
  2. Care: The attention and concern shown by service providers to passengers.
  3. Reliability: The consistency and dependability of services provided.
  4. Responsiveness: The ability of service providers to respond quickly and effectively to passenger needs and complaints.
  5. Guarantees: The promises made by service providers to passengers.

Q: What are the main concerns of passengers regarding the quality of Medan Railway Station services? A: The main concerns of passengers regarding the quality of Medan Railway Station services are:

  1. Availability of safe and comfortable parking lots: Passengers feel less satisfied with the existing parking lot.
  2. Physical evidence: The station needs to pay attention to physical facilities such as waiting rooms, toilets, and parking areas.
  3. Reliability: Passengers tend to expect that the train will operate on time and the services provided are consistent.
  4. Responsiveness: The station must ensure that customer service officers are ready to help and respond quickly to every complaint from passengers.

Q: What are the recommendations made by this study? A: The recommendations made by this study are:

  1. Improve parking facilities: The station needs to improve the availability of safe and comfortable parking lots to meet the needs of passengers.
  2. Enhance physical evidence: The station needs to pay attention to physical facilities such as waiting rooms, toilets, and parking areas to provide a better customer experience.
  3. Increase reliability: The station manager must strengthen the schedule management system and information communication to passengers, especially in unexpected situations.
  4. Improve responsiveness: The station must ensure that customer service officers are ready to help and respond quickly to every complaint from passengers.

Q: What are the limitations of this study? A: The limitations of this study are:

  1. Sample size: The sample size is limited to 100 respondents, which may not be representative of the entire railroad passenger population.
  2. Methodology: The study only uses a quantitative approach and does not gather qualitative data through direct interviews.
  3. Scope: The study only focuses on the quality of service at Medan Railway Station and does not consider other factors that may affect passenger satisfaction.

Q: What are the future research directions? A: The future research directions are:

  1. Investigate the impact of service quality on passenger loyalty and retention: Future research can explore the impact of service quality on passenger loyalty and retention.
  2. Compare the results with other service quality measurement tools: Future research can compare the results with other service quality measurement tools, such as the SERVPERF method.
  3. Explore other factors that affect passenger satisfaction: Future research can explore other factors that affect passenger satisfaction, such as the role of technology in improving service quality.