Analysis and Improvement of Service Quality at PT KAI Using Servqual and IPA Methods Case Study: Pasar Senen Station- Jakarta

Abstract

This study aims to determine the effect of station service quality, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, as well as station facilities, on customer satisfaction. The methods used in this study are Service Quality (Servqual) and Importance Performance Analysis (IPA). The results obtained indicate that the service quality values for Tangibles, Reliability, and Responsiveness dimensions fall below customer expectations. The value of service quality for Assurance and Empathy is also below customer expectation. Based on the results of the Cartesian diagram analysis, Importance Performance Analysis (IPA) is identified as a top priority and must be improved in quadrant A. The suggestion for improving service quality is to rearrange and routinely check benches in the waiting room, and officers must enhance their ability to interact directly and communicate with customers. The provision of departure and arrival information through digital media can reduce the use of paper media