Isay, Syella Benita Yeusy (2022) Analisis Tingkat Kepuasan Penumpang terhadap Kinerja Pelayanan di Stasiun Malang Kota Baru. Undergraduate thesis, Fakultas Teknik Universitas Merdeka Malang.

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Abstract

The number of passengers traveling through the main station of Malang City has increased dramatically from year to year. There was a growth in the number ofpassengers until September 2019 reaching 7.35 percent of the target. With such ahuge demand, rail service providers must provide a high level of service. Theperformance of railway service providers, both in terms of existing facilities andservices, is one of the indicators of service standards. Thus, an analytical study onpassenger satisfaction is needed. The purpose of this study is to analyze the level of service on performance at Malang Kota Baru Station in accordance with theRegulation of the Minister of Transportation No.48 of 2015. Meanwhile, for dataanalysis, the customer satisfaction index (CSI) method is used and primary data isused. in the form of a questionnaire as many as 100 respondents and the required secondary data in the form of the number of station passengers. For the results of the analysis of the level of satisfaction with service performance using the customer satisfaction index method, a value with a scale of 0.847 which is at an interval of 0.81-1.00 is said to be very satisfied level category, but there are some service performances that need to be improved to improve service performance such as facilities prayer rooms and mosques with disabilities.

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