Analisa Tingkat Kepuasan Pelanggan Terhadap Pelayanan Angkutan Kereta Api Sri Lelawangsa

Abstract

Telah dikemukakan bahwa transportasi berperan sangat penting,Agar kereta Api Sri Lelawangsa dapat berpe~an optimal seperti diharapkan, maka PT.KAI mengutamakan kepuasan penumpang. Dan untuk mewujudkan kepuasan penumpang tersebut, telah ditentukan standar pelayanan. Prioritas pelayanan yang telah ditentukan juga dikelompokkan yaitu: kelompok X1 (ketepatan jadwal KA; fungsi keselamatan di stasiun dan diperjalanan). Kelompok X2 (fasilitas ruang tunggu, toilet dan tempat ibadah diterminal; kemudahan naik turun penumpang; sirkulasi udara dan penerangan serta toilet di kereta), serta kelompok X3 (tarif dan ketersediaan tempat duduk). It has been argued that transportation plays a very important role, so that trains The Sri Lelawangsa fire can function optimally as expected, then PT. KAI Prioritizing passenger satisfaction. And to realize passenger satisfaction service standards have been determined. Service priorities that have been also determined to be grouped, namely: group X1 (accuracy of train schedule; function safety at stations and on the road). Group X2 (waiting room facilities, toilets and places of worship at the terminal; ease of getting on and off passengers; air circulation and lighting and toilets on trains), as well as group X3 (fare and space availability sit).