TRANSISI PERUBAHAN LAYANAN PENUMPANG DALAM UPAYA PENINGKATAN PENGELOLAAN PADA PT. KERETA API INDONESIA (STUDI KASUS : STASIUN BANDUNG)

• Main Author: Kristina, Arya
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/74536
• Institution: Institut Teknologi Bandung

The development of transportation in improving services is an important aspect in answering the demands for better mobility. In providing optimal transportation services, PT Kereta Api Indonesia (PT. KAI) tries to prioritize service improvement. Meanwhile, landscape changes in improving rail passenger services are the focus of PT KAI because they can have an impact on operations and development. This is motivated by the shifting trends in service improvement, so it is necessary to adapt to these changes. This research aims to identify the transition of changes in passenger services at Bandung station and understand the increase in knowledge that can affect the sustainability process of improving the quality of KAI services. This research uses qualitative research methods with a case study approach and in-depth interviews. While the subject selection used purposive sampling method. Data collection is conducted by primary and secondary data collection. This analysis uses the Multi-Level Perspective analysis tool. Interpret the collected data, data processing, data presentation, and conclusion drawing are required. The results showed that the service change consisted of an order phase: by conditioning the system and governance of passenger services. Furthermore, the restoration phase: by improving workflows, strategies, and practices and conducting comparative studies. Then the comfort improvement phase: by improving station infrastructure, service appearance, and adopting technology. And the phase of building resilience: in facing challenges during the Covid-19 pandemic and increasing passengers. On the other side, increasing knowledge affects the sustainability process of improving the quality of KAI services that encourage knowledge creation, including the process of socialization, externalization, combination, and internalization. knowledge creation can strengthen the knowledge possessed by KAI employees in managing changes in services. This research suggests the need to there needs to be an equal distribution of infrastructure renewal at each station, rotate employee personnel at each station for equal distribution of tacit and explicit knowledge ideas, and increase the number of officers on duty in the check-in area and the adoption of boarding pass technology.