Kualitas Pelayanan Pengguna Jasa Kereta Api Dalam Transportasi Antarmoda Di Stasiun Gambir

Abstract

TI1is research /ms the purpose to know the perceptio11s, e:rpectations, rznd the effecti7.1eness of the
qualihj of intemwde transport seruice i11 Gnlllhir stations prm 1irfed hi; PT. Keretn Api (Persero) rznd
the local government of DKJ fnkartn.
TI1is research will be done by through a survey methods. Number of samples has been taken at
random study from a 100 respondents simple. Attribute of the observation are as many as 27
attributers of sennce-related to infrastructure, network infrnstructure, operational, and human resources.
Resenrclz data in tile descripti7.:ie nnnlysis nnd the senrice qunli~; measuring metlwds include
the reliability, responsir!fness, nssumnce, emplmty, and tangible.
From 2 7 nttributes that /un ,e rz lziglz expected mlu.e is the ense of obtaining information routes/bus
routes for mil senrice users in intemwde of transport, officers ready to help the train seroi.ces user
intermodes of transport, security guamnteess for milway seruice user in intermodes of transport, staff
promde services to train users wlw have limited (disabled, elderly, etc), and security officers, while the
passengers w/w do not satisfi; the sennce quality attnbutes is the ease of obtaining information routes/
bus routes for rail seniice users intemwde of trnnsport, sernrity guarantees for milwm; sennce users
in the intemzode of transport, officers prouide sen1ices to train sen1ice users who /un 1e limited (disables,
elderly, etc), nnd transport of goods (trolly). Tiie le7.iel of total rnstomer satisfaction is 65,51 %
means that the variable qualihj of senrice can not offer the satisfaction of being on the range index of
poor (64%lebihkecilXd"71 %).

Key word : qualihJ of sennce, internwde