QUALITY SERVICE EVALUATION OF BANDUNG RAYA LOCAL RAILWAY

• Main Author: Seinari Manggala, Kartika
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/42507
• Institution: Institut Teknologi Bandung

Effort to deal with congestion problems in Bandung area which is conducted by Indonesian Railway Company is the opening of mass transportation service, the Bandung Raya Diesel Railway or currently called the Bandung Raya Local Railway. The quality of services provided by Bandung Raya Local Railway has increased every year. However, Indonesian Railway Company still have to continue to improve the quality of service to optimize the use of Bandung Raya Local Railways as a mass transportation in Bandung area. Quality service evaluation of Bandung Raya Local Railway to determine the quality of service that still needs to be improved in an effort to optimize the use of Bandung Raya Local Railways. Parameter of service reviewed are timeliness, load factor, and quality of service on the train that is analyzed using the Customer Satisfaction Index (CSI) method. In addition, an analysis of Bandung Raya Local Railway coverage area was carried out to find out how wide is the area of Bandung Raya Local Railway. The results of the analysis of the timeliness states that the average value of the timeliness of departure by 87% and the average value of the timeliness of arrival by 85%, then the timeliness of Bandung Raya Local Railway is on time. The results of analysis load factor obtained an average value of the load factor is 52,69%, the public transportation is less optimal in serving the movement of passengers. The results of analysis quality of service in the train, CSI values obtained based on each attribute amounted to 71,41% and the value of CSI based on the attribute group 70,48%, so level of satisfaction of Bandung Raya Local Railway users is satisfied with Bandung Raya Local Railway service.