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"Skripsi ini membahas persepsi mahasiswa Universitas Indonesia terhadap kualitas pelayanan KRL Commuter Line rute Jakarta-Bogor. Penelitian ini merupakan penelitian dengan menggunakan pendekatan kuantitatif dengan tujuan deskriptif dimana peneliti berusaha untuk menggambarkan kualitas pelayanan KRL Commuter Line berdasarkan persepsi mahasiswa Universitas Indonesia. Hasil penelitian menyarankan bahwa pelayanan KRL Commuter Line perlu ditingkatkan dari segi frekuensi perjalanan, ketepatan waktu, fasilitas pendukung, penyesuaian harga, pusat informasi mengenai jadwal, layanan informasi dalam gerbong, kemampuan petugas, keamanan, kebersihan serta kenyamanan dalam gerbong KRL Commuter Line, guna memberikan pelayanan maksimal kepada penumpang.

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The focus of this study is about the student’s perceptions in University of Indonesia about service quality of the KRL Commuter Line especially in Jakarta- Bogor’s route. This is a quantitative’s research with the descriptive purpose, in which researcher try to describe service quality of KRL Commuter Line based on tudent’s perception in University of Indonesia.

The result suggests that services of the KRL Commuter Line should be improve in many ways, such as the requency of schedule, accuration of time, facilities, adequacy of the price, nformation centre about the schedule, information service in the cab of KRL Commuter Line, ability of the officer, security, cleanliness, and also comfortness cab of the KRL Commuter Line, for give a maximum service for the passenger."

"Masyarakat di sekitar Jakarta membutuhkan alat transportasi untuk mobilitas saat berangkat maupun pulang beraktivitas. Alternatif alat transportasi yang dapat memenuhi kebutuhan transportasi masyarakat adalah kereta api. PT Kereta Api Commuter Line Jabodetabek merupakan badan penyelenggara tunggal jasa angkutan kereta api di wilayah Jabodetabek perlu meningkatkan kualitas layanannya sebagai wujud pelayanan publik. Tujuan penulisan tesis ini adalah mengetahui persepsi dan harapan pengguna jasa PT Kereta Api Commuter Line Jabodetabek dari dimensi bukti fisik, reliabilitas, daya tanggap, jaminan kepastian dan empati dengan menggunakan metode servqual. Berdasarkan hasil penelitian disimpulkan bahwa kualitas pelayanan jasa Kereta Api Commuter Line Jabodetabek belum memenuhi harapan pengguna jasa sehingga perlu perbaikan pelayanan pada kelima dimensi terutama pada dimensi daya tanggap. Prioritas kebijakan yang perlu dilaksanakan yaitu penambahan frekuensi pemberangkatan kereta, ketepatan jadwal perjalanan serta perbaikan sikap petugas dalam melayani pengguna jasa agar lebih responsif terhadap keluhan, permasalahan pengguna jasa dan kemudahan dalam memperoleh informasi apabila terjadi gangguan dalam pemberangkatan kereta.

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People around Jakarta require transportation for mobility. Alternative transportation that can meet the needs of public transportation is train. PT Jabodetabek Railway Commuter as a single administrator`s railway services in Jabodetabek area needs to improve its service quality as a form of public service.

The aims of this research are to determine the consumers perceptions and expectations of Jabodetabek Railway Commuter Line`s services by dimensions of tangibality, reliability, responsiveness, assurance and empathy, using servqual method.

Based on the results of the study, we conclude that the services quality of Jabodetabek Railway Commuter Line has not met the consumer`s expectations so that it needs to improve the services on the five dimensions, especially in the dimension of responsiveness. Policy priorities that need to be implemented such as increase frequencies of train departure, improved accuracy of trip schedules,enhance officer attitudes to be more responsive to consumers complaints, and ease of obtaining information in case of an interruption in the train departure."

"Penelitian ini membahas mengenai kualitas pelayanan kereta rel listrik commuter line rute Duri-Tangerang pada masa pandemi Covid-19. Tujuan penelitian ini untuk menganalisis kualitas pelayanan moda transportasi kereta commuter line pada rute Duri - Tangerang di masa pandemi Covid-19 menggunakan pendekatan kuantitatif. Penelitian ini menggunakan model P-Transqual oleh Bakti dan Sumaedi dengan empat dimensi yaitu comfort, tangible, personnel, dan reliability. Teknik pengumpulan data menggunakan teknik pengumpulan data kualitatif dan kuantitatif secara bersamaan yakni survei, wawancara mendalam, dan studi kepustakaan. Pengumpulan data dilakukan kepada 100 responden pengguna commuter line rute Duri-Tangerang sejak dilonggarkannya protokol kesehatan  Covid-19 pada commuter line (8 Maret 2022). Berdasarkan hasil penelitian ini menunjukkan bahwa kualitas pelayanan commuter line rute Duri-Tangerang dalam kategori yang sangat baik pada dimensi comfort dengan nilai sebesar 324,5, dimensi tangible dengan nilai sebesar 330, dan dimensi personnel dengan nilai 341,5. Sedangkan dimensi reliability dengan nilai 324,4 berada dalam kategori baik. Dengan demikian kualitas pelayanan commuter line rute Duri-Tangerang dalam kategori sangat baik dengan nilai rata-rata sebesar 330,1. Hasil penelitian ini menyarankan beberapa upaya yang dapat dilakukan untuk meningkatkan pelayanan KRL commuter line melalui peningkatan himbauan protokol kesehatan, perbaikan dan penambahan jumlah fasilitas di stasiun, pelatihan petugas, dan penambahan jadwal maupun rangkaian SF12.

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This study discusses the quality of service for the Duri-Tangerang commuter line electric train during the Covid-19 pandemic. The purpose of this study was to analyze the service quality of the commuter line train mode of transportation on the Duri - Tangerang route during the Covid-19 pandemic using a quantitative approach. This study uses the P-Transqual model by Bakti and Sumaedi with four dimensions, namely comfort, tangible, personnel, and reliability. The data collection technique uses qualitative and quantitative data collection techniques simultaneously, namely surveys, in-depth interviews, and literature studies. Data was collected on 100 respondents using the Duri-Tangerang commuter line since the Covid-19 health protocol was relaxed on the commuter line (8 March 2022). Based on the results of this study, it shows that the quality of the commuter line service for the Duri-Tangerang route is in a very good category on the comfort dimension with a value of 324.5, the tangible dimension with a value of 330, and the personnel dimension with a value of 341.5. While the reliability dimension with a value of 324.4 is in the good category. Thus, the service quality of the Duri-Tangerang commuter line service is in the very good category with an average value of 330.1. The results of this study suggest several efforts that can be made to improve commuter line KRL services through increasing health protocol appeals, improving and increasing the number of facilities at stations, training officers, and adding schedules and SF12 series."

"[Jasa Kereta Rel Listrik (KRL) Commuter Line merupakan salah satu jasa transportasi umum yang beroperasi di daerah Jakarta dan sekitarnya, dan telah menjadi peran penting dalam kegiatan harian masyarakat ibukota. Tingginya animo masyarakat terhadap jasa KRL Commuter Line merupakan peluang bagi PT KAI sebagai induk perusahaan dari jasa KRL Commuter Line untuk meningkatkan keuntungan perusahaan yang salah dapat diukur melalui share of wallet dari pengguna jasa KRL Commuter Line, dimana beberapa peluang di antaranya adalah peningkatan servicescape dan kualitas pelayanan dari jasa KRL Commuter Line. Penelitian ini bertujuan untuk menganalisis pengaruh servicescape serta kualitas pelayanan terhadap share of wallet yang diberikan oleh pengguna jasa KRL Commuter Line. Sampel penelitian ini adalah pengguna jasa KRL Commuter Line yang menggunakan jasa KRL Commuter Line setidaknya sekali dalam sebulan terakhir. Data yang diterima diolah menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa terdapat pengaruh servicescape dan kualitas pelayanan terhadap share of wallet dari pengguna jasa KRL Commuter Line. Hasil lain dari penelitian pun juga menunjukkan bahwa kualitas pelayanan lebih mempengaruhi share of wallet pengguna jasa KRL Commuter Line dibandingan dengan kondisi servicescape jasa KRL tersebut. ;The Commuter Line Railway service is one of Jakarta?s main public transportations and has played an important role in the activities of the capital city?s community. The increase of preferences towards the Commuter Line Railway service from the community is an opportunity for PT Kereta Api Indonesia as a parent company of the Commuter Line Railway service to maximize profits which can be measured through the increase of the user?s share of wallet, whereas the opportunities are the increase in servicescape conditions and also the service quality of the Commuter Line Railway service.The purpose of this research is to analyze the effects of servicescape conditions and also service quality towards the share of wallets of Commuter Line Railway users. The samples of this research are users of Commuter Line Railway service whom at least used the service once in the last month. The final data was analyzed using Structural Equation Modelling method. The result of this research shows that servicescape conditions and service quality affects the share of wallet of Commuter Line Railway users. Other results also show that service quality affects more significantly towards user?s share of wallet compared to the servicescape conditions. , The Commuter Line Railway service is one of Jakarta’s main public transportations and has played an important role in the activities of the capital city’s community. The increase of preferences towards the Commuter Line Railway service from the community is an opportunity for PT Kereta Api Indonesia as a parent company of the Commuter Line Railway service to maximize profits which can be measured through the increase of the user’s share of wallet, whereas the opportunities are the increase in servicescape conditions and also the service quality of the Commuter Line Railway service.The purpose of this research is to analyze the effects of servicescape conditions and also service quality towards the share of wallets of Commuter Line Railway users. The samples of this research are users of Commuter Line Railway service whom at least used the service once in the last month. The final data was analyzed using Structural Equation Modelling method. The result of this research shows that servicescape conditions and service quality affects the share of wallet of Commuter Line Railway users. Other results also show that service quality affects more significantly towards user’s share of wallet compared to the servicescape conditions. ]"

"Angkutan umum merupakan sarana yang sangat penting dalam menunjang kegiatan ekonomi maupun sosial di suatu daerah. Angkutan umum yang tersedia selama ini berjalan dengan standar pelayanan minimal angkutan umum yang dikeluarkan oleh regulator, dan oleh pihak operator standar tersebut dipenuhi. Akan tetapi lemahnya sistem evaluasi standar tersebut menjadikan kondisi ideal angkutan umum tidak terpenuhi merata. Dalam penelitian ini fungsi evaluator standar tersebut ditambahkan dari segi pengguna yang melakukan penilaian terhadap indikator kualitas pelayanan angkutan umum yang telah dipilih. Penilaian ini juga dilakukan secara online dan real time sehingga, penilaian dilakukan ketika pengguna menerima pelayanan yang disediakan oleh angkutan umum tersebut.

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Public transportation is very important means to support economic and social activities in the area. Public transport has been running with the minimum public transport service standards released by the regulator and the operator are met. But the weakness of the standard evaluation system of public transportation makes ideal conditions not uniform.

This study the function of the standard evaluator to add users who do an assessment of the quality indicators of public transport services have been. This assessment also made online and in real time, assessment is carried out when the user receives the services provided by public transport."

"Dihapusnya rute KRL Bogor–Kampung Bandan dan Cikarang–Jakarta Kota mengharuskan sebagian penumpang untuk transit di Stasiun Manggarai. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan kereta rel listrik Jabodetabek pasca perubahan rute dan pola transit di Stasiun Manggarai. Teori yang digunakan adalah evaluation of the railway service quality oleh Eboli, Fu, & Mazulla dengan dimensi: safety, cleanliness, comfort, service, other, information, dan personnel menggunakan pendekatan kuantitatif. Teknik pengumpulan data yang digunakan adalah mixed method melalui survei, wawancara, observasi, dan studi kepustakaan. Dari pengumpulan data, diperoleh sebanyak 106 responden survei, 6 narasumber wawancara. Penilaian kualitas pelayanan dalam penelitian ini terbagi dalam kategori: sangat tidak puas, puas, dan sangat puas. Kualitas pelayanan dari dimensi safety, comfort, other, dan information termasuk memuaskan. Dimensi pelayanan yang tergolong sangat memuaskan adalah cleanliness, service, dan personnel. Secara keseluruhan, kualitas pelayanan KRL dinilai memuaskan, namun masih ditemui berbagai masalah yang perlu ditindaklanjuti.

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The elimination of the Bogor–Kampung Bandan and Cikarang–Jakarta Kota commuter line requires some passengers to transit at Manggarai Station. This study aims to determine the service quality of Jabodetabek commuter line after the shift of routes and transit patterns at Manggarai Station. The evaluation of the railway service quality by Eboli, Fu, & Mazulla is used with quantitative approach. The data collection technique used is mixed method through surveys, interviews, observations, and literature studies. From data collection, 106 survey respondents and 6 interview sources were obtained. The assessment of service quality in this study is divided into categories: very dissatisfying, satisfying, and very satisfying. The dimensions of safety, comfort, other, and information is valued as satisfying. The dimensions of service classified as very satisfying are cleanliness, service, and personnel. Overall, the quality of KRL services is considered satisfactory, but there are various problems ought to be resolved."

"Berbagai permasalahan pada pelayanan kereta Commuter Line Jabodetabek menuntut PT. KAI Commuter Jabodetabek untuk memperbaiki kualitas pelayanannya dalam rangka memberikan kepuasan bagi para pelanggan dan meningkatkan jumlah penumpang kereta Commuter Line Jabodetabek. Dalam penelitian ini, kualitas pelayanan kereta Commuter Line Jabodetabek dievaluasi menggunakan metode SERVQUAL dan atribut kualitas pelayanan dikategorikan menggunakan Model Kano berdasarkan pengaruhnya terhadap kepuasan pelanggan. Selanjutnya House of Quality digunakan untuk mendapatkan strategi guna meningkatkan kualitas pelayanan. Hasil metode SERVQUAL menunjukkan bahwa terdapat 23 atribut kualitas pelayanan dengan kesenjangan SERVQUAL bernilai negatif dan hanya 1 atribut kualitas pelayanan dengan kesenjangan SERVQUAL bernilai positif. Hasil dari Model Kano menunjukkan bahwa 5 atribut kualitas pelayanan memiliki kategori attractive, 2 atribut kualitas pelayanan memiliki kategori one-dimensional, 11 atribut kualitas pelayanan memiliki kategori must-be dan 6 atribut kualitas pelayanan memiliki kategori indifferent. Kemudian terdapat 17 atribut kualitas pelayanan yang diprioritaskan untuk diperbaiki dan dengan menggunakan House of Quality, 17 atribut kualitas pelayanan ini diterjemahkan ke dalam persyaratan teknis untuk mendapatkan strategi peningkatan kualitas pelayanan yang tepat. Dari hasil House of Quality, didapatkan 29 strategi dan penambahan jalur rel pada stasiun transit merupakan strategi dengan prioritas paling tinggi untuk dikembangkan.

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Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap.

The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. Furthermore, there are 17 service quality attributes that prioritized to be improved and by using House of Quality these 17 service quality attributes are translated into technical requirements to obtain the appropriate service quality improvement strategies. The findings of House of Quality, there are 29 strategies and addition of rail track at transit station is a strategy with the highest priority to be developed."

"[Penelitian ini menganalisa kualitas pelayanan Kereta Api (KA) Matarmajadengan memperbandingkan persepsi penilaian pengguna KA Matarmaja dari 5 dimensi Servqual yakni Bukti langsung (Tangibles), Kehandalan (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), empati (Empathy) dan kinerja internal KA Matarmaja. Tujuan dari penelitian ini adalah mengukur sejauh mana kualitas pelayanan KA Matarmaja jurusan Pasar Senen-Kota Malang PP dalam memberikan pelayanan transportasi dari sisi pelanggan dan pencapaian sesuaidengan kinerja internal. Sampel penelitian dilakukan pada 100 penumpang KA Matarmaja yang berangkat dari Stasiuan Pasar Senen dalam kurun waktu Oktober-November 2014. Hasilnya menunjukkan, persepsi masyarakat terhadap pelayanan KA Matarmaja masih belum memuaskan, sedangkan kinerja internal menyebutkan sudah baikdan memuaskan. Namun demikian ada beberapa hal yang harus diperbaiki utamanya mengenai ketepatan jadwal dan peningkatan kualitas petugas;This research analyze the service quality of Matarmaja train by comparing the user perception KA Matarmaja from 5 Servqual dimensions such as Tangibles, Reliability ,Responsiveness, Assurance, and Empathy with Matarmaja train internal performance. The purpose of this research is to measure the service quality of Matarmaja train for Pasar Senen -Kota Malang service route in giving the transportation sevice from the side of customers and internal performance achievement. The research sampling is done by giving questionnaire to 100 passengers of Matarmaja train on October - November 2014. The result shows that people's perception on Matarmaja train service is still not satisfying, where as for the internal performance has already good and satisfying. Although there are some things should be fixed, primarily for the punctuality and officer's quality increasing., This research analyze the service quality of Matarmaja train by comparingthe user perception KA Matarmaja from 5 Servqual dimensions such as Tangibles,Reliability ,Responsiveness, Assurance, and Empathy with Matarmaja traininternal performance.The purpose of this research is to measure the service quality ofMatarmaja train for Pasar Senen -Kota Malang service route in giving thetransportation sevice from the side of customers and internal performanceachievement.The research sampling is done by giving questionnaire to 100 passengersof Matarmaja train on October - November 2014. The result shows that people'sperception on Matarmaja train service is still not satisfying, where as for theinternal performance has already good and satisfying. Although there are somethings should be fixed, primarily for the punctuality and officer's qualityincreasing.]"

"Nowadays, the airlines bussiness in indonesia has growth rapidly. Many airlines company emerge, nor charter or schedule make the competition even stronger. Every company try to give better service to each it?s customer. The high demand of transportation within society continually make each airline to escalate the quality of service that resulted satisfaction of it?s customer. The quality service of an airlines company costitute simoulteus activity between ground service and inflight service. Inflight service hold the major role in creating consumer perceive towards quality service in generally.

PT Indonesia Air Transport, Tbk, are many company that contribute in fulfilling the high demand of indonesian air transportation. With it?s background as charter flight company, therefore Indonesia Airt Transport (IAT) always undertake to increase it?s quality service, nor in safety or service. In this research, the inflight service proces that been given by Indonesia Air Transport will be discussed further more, the purpose of the research is to know the satisfactionary perception of its costumer towards inflight service given by Indonesia Air Transport (IAT).

In this research, the perception, measured based on SERVQUAL dimension (tangible, reliability, responsiveness, empathy, and assurance) based on the theory expand by Pasuraman, Zeithamal, and Berry, by using frekuent distribution and SPSS 16.00 tools.

From the result of this research, know that the majority of responden or flight passanger tend to give better perception towards inflight service given by IAT. From all the research dimension can be conclude that the average of response of each responden indicate the satisfaction behaviour. This result can be input for IAT, in the the near future Indonesia Air Transport can give mote attention and increase the quality service toward it?s consumen by taking care the safety aspect or service."

"Pertumbuhan jumlah kendaraan bermotor yang sangat pesat setiap tahunnya membuat kemacetan di Jakarta semakin parah. Untuk mengurangi kemacetan dibutuhkan transportasi alternatif lain seperti kereta api listrik. Berbagai kebijakan telah dibuat oleh PT. KAI selaku operator dalam meningkatkan pelayanan KRL, salah satunya adalah penerapan pola operasi Single Operation.. Penelitian ini bertujuan untuk mengetahui penilaian penumpang KRL yang dibagi dalam empat kategori penumpang berdasarkan jenis pekerjaan (pelajar / mahasiswa, pegawasi kantor, dan wiraswasta) mengenai kualitas pelayanan pola operasi Single Operation serta membandingkannya. Penelitian ini merupakan penelitian kuantitatif. Data dikumpulkan melalui kuesioner dan teori yang digunakan untuk melakukan pengukuran kualitas pelayanan adalah Perceived Service Quality. Hasil penilaian dari tiga kategori responden penelitian menunjukkan secara umum kualitas pelayanan pola cukup baik. Namun, ada beberapa hal yang mendapatkan penilaian buruk antara lain, ketepatan kedatangan KRL oleh seluruh kategori responden, penentuan tarif oleh kategori pelajar / mahasiswa, kecukupan jumlah rangkaian KRL oleh kategori pegawai kantor serta kemampuan operator dalam menanggulangi keterlambatan yang dinilai buruk oleh seluruh kategori penumpang.

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Growth in the number of vehicles is very fast every year create traffic jam in Jakarta is getting worse. To reduce traffic jam needed alternative transportation such as electric trains. Various policies have been made by PT. KAI as the operator in improving the electric train service, one of which is the implementation of the Single Operation pattern. This study aims to determine the assessment of KRL passengers are divided into four categories based on the type of work passengers (students / college students, employees, entrepreneurs) regarding the quality of service operation pattern Single Operation and compared. This research is quantitative. Data were collected through questionnaires and theories used to measure the quality of service is Perceived Service Quality.

Results of the assessment of the four categories of respondents showed a general pattern of service quality is quite good. However, there are some things that get bad ratings, among others, the accuracy of the arrival of KRL by all categories of respondents, the determination of rates by category of student , the adequacy of KRL series by categories of employee and the ability to cope with the delay operator considered bad by all categories of passenger"