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    Wrap Researchship - The Influence of The PT Kai Service Quality in Punctuality of The Train Travel Time On Customer Satisfaction

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    MIKAEL JULIAN IRSA
    1. The document analyzes the effect of PT KAI's service quality, specifically train travel punctuality, on customer satisfaction. 2. It uses a literature review methodology to examine how punctuality influences customer satisfaction. 3. The review focuses on PT KAI as the rail transport regulator in Indonesia, service quality factors including punctuality, and customer satisfaction.

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    Wrap Researchship - The Influence of The PT Kai Service Quality in Punctuality of The Train Travel Time On Customer Satisfaction

    Uploaded by

    MIKAEL JULIAN IRSA
    16 views6 pages
    1. The document analyzes the effect of PT KAI's service quality, specifically train travel punctuality, on customer satisfaction. 2. It uses a literature review methodology to examine how punctuality influences customer satisfaction. 3. The review focuses on PT KAI as the rail transport regulator in Indonesia, service quality factors including punctuality, and customer satisfaction.

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    WRAP RESEARCHSHIP - THE INFLUENCE OF THE PT KAI SERVICE QUALITY IN PUNCTUALITY OF THE TRAIN TRAVEL TIME ON CUSTOMER SATISFACTION

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    1. The document analyzes the effect of PT KAI's service quality, specifically train travel punctuality, on customer satisfaction. 2. It uses a literature review methodology to examine how punctuality influences customer satisfaction. 3. The review focuses on PT KAI as the rail transport regulator in Indonesia, service quality factors including punctuality, and customer satisfaction.

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    © All Rights Reserved
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    16 views6 pages

    Wrap Researchship - The Influence of The PT Kai Service Quality in Punctuality of The Train Travel Time On Customer Satisfaction

    Uploaded by

    MIKAEL JULIAN IRSA
    1. The document analyzes the effect of PT KAI's service quality, specifically train travel punctuality, on customer satisfaction. 2. It uses a literature review methodology to examine how punctuality influences customer satisfaction. 3. The review focuses on PT KAI as the rail transport regulator in Indonesia, service quality factors including punctuality, and customer satisfaction.

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    THE INFLUENCE OF THE PT KAI SERVICE QUALITY IN

    PUNCTUALITY OF THE TRAIN TRAVEL TIME ON


    CUSTOMER SATISFACTION

    WRAP RESEARCHSHIP

    MIKAEL JULIAN IRSA


    MUHAMMAD RAISA PERMANA SAKTI

    ABSTRACT

    This study aims to analyze the effect of PT KAI's service quality, especially
    the punctuality of travel on railroad customer satisfaction. This study also
    aims to examine the effect of timeliness variables on customer satisfaction.
    The data used in this study is a combination of primary data and secondary
    data where the author will use the survey method as primary data and data on
    the timeliness of train travel, especially train travel to and from Bandung
    Station as secondary data. The data analysis technique used in this research is
    quantitative by using a systematic literature review in terms of bibliometric
    analysis to review published research on the topics discussed. The
    explanation for this is the result of the punctuality of train travel on railroad
    customer satisfaction.

    keywords : service quality, punctuality of train travel, customer satisfaction

    1. INTRODUCTION

    Along with the development of the times and increasingly widespread


    globalization, people tend to choose things that are practical, fast, and
    affordable. This also affects the world of transportation. Humans tend to
    choose fast and affordable modes of transportation, and one of the fast and
    most affordable modes of transportation is trains[1]. The train is one of the
    oldest modes of transportation in the world. As one of the oldest modes of
    transportation in the world, trains have certainly experienced many
    developments in various ways which of these developments have resulted in
    advantages in several fields such as comparative advantages, competitiveness,
    advantages in the field of legal and energy-saving savings, besides that trains
    also have an advantage in terms of the ability to transport large amounts of
    goods and has adaptability in adapting to rapidly changing times [2]. In
    responding to the challenges of an increasingly rapid era, the train as a mode
    of transportation has undergone changes and developments to create a mode
    of transportation that is safe, comfortable, and affordable for people who use
    rail services.
    In Indonesia, the mode of rail transportation is served by a government-
    owned transportation company called PT Kereta Api Indonesia (PT KAI). As
    the manager of rail transportation modes in Indonesia, PT KAI continues to
    experience changes and developments, and one of them is a change in the
    service sector. In the field of service, several factors influence it, including
    reliability which includes timeliness, security, and travel comfort. Then there
    is Responsiveness which includes the availability of transportation services,
    the readiness of the crew supporting passengers (conductors, prama/prami,
    technicians, and train cleaners), and the readiness of crew services.
    Guarantees are also a factor that affects the quality of service where the
    guarantee includes the friendship and courtesy of the train crew as well as the
    knowledge of the train crew about the route or routes that the train passes. In
    addition, the empathy factor is one of the important factors affecting PT
    KAI's service quality, because this empathy includes the concern of the ship's
    crew for passengers and how passengers treat other passengers well. Finally,
    the factors that influence the good or bad quality of PT KAI's services are
    physical evidence which includes the train fleet owned by PT KAI (age of
    facilities), seating facilities, facilities and infrastructure (especially for
    passenger trains), cleanliness of facilities, and neatness of facilities [3].

    Of all the factors above, the reliability factor, especially punctuality on train
    travel, is the factor that the authors highlight the most in this study. This
    punctuality is also related to the level of train travel punctuality. On-time
    performance is a condition where the departure time and arrival time are
    according to a predetermined schedule [6]. In this case, the train schedule in
    question is the schedule specified in the Train Travel Chart or Grafik
    Perjalanan Kereta Api (GAPEKA). GAPEKA is a collection of guides for the
    implementation of train travel which is depicted in the form of a line chart
    showing the location of the station, time, speed allowed in a certain plot, train
    travel time, location of crossing and overtaking trains, to the speed and
    position of a train starting from the departure station to arrive at the final
    destination station [6]. Punctuality is important because it involves the
    interests of many people, especially fire customers. Most people choose to
    use the train service because the level of punctuality is very high. In 2021
    alone, the punctuality rate of passenger train passengers in Indonesia reached
    99.71% on departure and 92.68% on arrival of trains, up 00.09% and 00.54%
    respectively from the previous year. Meanwhile, the level of on-time
    performance on freight train trips reached 89.45% for train departures and
    86.56% for train arrivals, down 00.01% and 00.76% respectively from the
    previous year[7]. The increase in the level of on-time performance in
    passenger vehicles and the decrease in freight vehicles was due to the fact that
    passenger trips (especially in Java) were prioritized over goods trips. This
    increase in punctuality was also supported by the small number of accidents
    and locomotive breakdowns, as well as the increase in the speed of fire racing
    cars from the previous year. In 2021, the total speed of trains will increase by
    1.35% compared to 2020. The increase in speed is based on an increase in the
    travel speed of trains which have speeds of 100 to 120km/hour by 10%[7].
    From the explanation above, it can be concluded how important punctuality is
    in train travel in PT KAI's customer satisfaction and interest [6]. The higher
    the level of punctuality of train travel, the higher the level of PT KAI's
    customer satisfaction in the service sector, especially the punctuality.

    In this study, the authors conducted a comprehensive and detailed study of the
    relationship between the influence of PT KAI's service quality in the field of
    travel time punctuality and the convenience of train customers. This study
    will be conducted using a quantitative method that employs a systematic
    review of reviews in terms of bibliometric analysis. The review of analytical
    studies in bibliometric analysis aims to ensure that there is conformity with
    published research on the topics discussed. In this study, the research
    methodology will be reviewed first, followed by an examination of publishing
    developments and a discussion of the achievements of the various authors.
    After that, the author will determine the main choice for the methodology so
    that this will produce comprehensive and detailed research. The main theme
    of this research will be taken based on the basics of theoretical studies from
    the study of the effect of the punctuality of train travel on railroad customer
    satisfaction. In the concluding section, the author will provide conclusions by
    providing a summary of the findings found in the results and discussion
    sections based on the research methods that have been agreed upon
    previously. With this study, it is hoped that we can find out how much
    influence the punctuality of train travel has on customer satisfaction.

    2. LITERATURE REVIEW
    Supaya penelitian ini menjadi sebuah penelitian yang terstruktur, maka
    penulis membuat model penelitian untuk memudahkan penulis dalam
    meneliti. Model penelitian ini akan disajikan sebagai berikut :
    Dari model penelitian diatas, dapat disimpulkan bahwa penelitian ini berhulu
    pada PT KAI sebagai pengelola layanan kereta api di Indonesia dan berhilir
    pada kepuasan pelanggan. Dalam tahapan menuju hilir ini terdapat dua
    cabang yaitu kualitas layanan PT KAI dan kualitas layanan PT KAI terkhusus
    pada ketepatan waktu pada perjalanan kereta api. Kedua cabang ini saling
    memiliki keterkaitan dan kesinambungan antara hulu dan hilir penelitian ini.
    Keterkaitan dan kesinambungan itu adalah PT KAI sebagai regulator layanan
    kereta api di Indonesia harus selalu memperhatikan kualitas layanan mereka
    agar kepuasan pelanggan akan layanan PT KAI dapat tetap terjaga dan
    meningkat, sedangkan pada bagian Kualitas Pelayanan PT KAI Terkhusus
    pada Ketepatan waktu adalah PT KAI sebagai penyelenggara jasa layanan
    angkutan kereta api di Indonesia juga harus senantiasa memperhatikan
    ketepatan waktu perjalanannya sebagai bagian dari kualitas layanan PT KAI
    agar kepuasan pelanggan terhadap PT KAI tetap terjaga dan dapat meningkat.

    Dalam bagian kajian literatur ini, fokus penelitian akan terbagi menjadi empat
    bagian sesuai model penelitian diatas. Fokus penelitian tersebut adalah :
    2.1. PT. KAI SEBAGAI REGULATOR LAYANAN JASA KERETA API
    DI INDONESIA
    2.2. KUALITAS PELAYANAN PT. KAI
    2.3. KUALITAS PELAYANAN PT. KAI PADA
    KETEPATAN WAKTU
    2.4. KEPUASAN PELANGGAN
    2.1. PT. KAI SEBAGAI REGULATOR LAYANAN
    JASA KERETA API DI INDONESIA
    PT. Kereta Api Indonesia (Persero) yang selanjutnya disebut sebagai PT.
    KAI adalah sebuah perusahaan milik Pemerintah Republik Indonesia
    dibawah naungan Kementerian Badan Usaha Milik Negara (BUMN)
    yang bergerak dibidang transportasi darat, khususnya transportasi kereta
    api[7]. Dengan kata lain, PT. KAI merupakan regulator jasa layanan
    kereta api di Indoneisa dan berhak atas seluruh kegiatan perkeretaapian
    di Indonesia. PT. KAI sendiri merupakan perusahaan yang didirikan pada
    tanggal 28 September 1945 dengan nama Djawatan Kereta Api
    Indonesia (DKARI)[7]. Dalam perkembangannya, PT. KAI telah
    mengalami berbagai perubahan dan perkembangan. Saat ini, PT. KAI
    memiliki 9 Daerah Operasi (DAOP), 4 Divisi Regional (DIVRE), 1 Sub
    Divisi Regional (Sub DIVRE), dan 8 Balai Yasa yang tersebar di seluruh
    Indonesia [7].

    Sebagai perusahaan transportasi, PT. KAI menjalankan kegiatan usaha


    yang sejalan dan berkaitan dengan dunia transportasi darat khususnya
    perkeretaapian. Berdasarkan Pasal 3 Anggaran Dasar Perseroan, kegiatan
    usaha yang dilakukan oleh PT. KAI meliputi :
    1. Untuk mencapai maksud dan tujuan PT. KAI dalam kegiatan usaha
    sebagai berikut :
    - Melakukan penyelenggaraan prasarana perkeretaapian yang
    meliputi pembangunan, pengoperasian, perawatan, dan
    pengusahaan prasarana perkeretaapian.
    - Melakukan penyelenggaraan sarana perkeretaapian yang
    meliputi pengadaan, pengoperasian, perawatan, dan
    pengusahaan sarana perkeretaapian.
    - Perdagangan besar alat transportasi darat selain mobil, sepeda
    motor, dan sejenisnya, suku cadang dan perlengkapannya.
    - Perdagangan besar barang bekas dan sisa-sisa tak terpakai
    (scrap).
    - Aktivitas konsultasi transportasi.
    - Aktivitas konsultasi manajemen lainnya.
    - Penanganan kargo (bongkar muat barang).
    - Angkutan multimoda.
    - Aktivitas agen perjalanan lainnya..
    - dan lain-lain.
    2. Selain kegiatan usaha utama sebagaimana dimaksud diatas, PT.
    KAI juga dapat melakukan kegiatan usaha dalam rangka
    optimalisasi pemanfaatan sumber daya yang dimiliki untuk:
    - Pergudangan dan penyimpanan.
    - Aktivitas cold storage.
    - Aktivitas bounded warehousing atau wilayah kawasan berikat.
    - Pergudangan dan penyimpanan lainnya.
    - Aktivitas pelayanan kepelabuhan laut.
    - Aktivitas pelayanan kepelabuhan sungai dan danau.
    - Angkutan melalui saluran pipa.
    - Konstruksi Gedung Hunian.
    - Konstruksi Gedung Perkantoran.
    - Konstruksi Gedung Perbelanjaan.
    - Konstruksi Gedung Penginapan.
    - lnstalasi Mekanikal.
    - Instalasi konstruksi lainnya yang tidak diklasifikasikan di
    tempat lain.
    - Periklanan.
    - Aktivitas klinik swasta.
    - Aktivitas pelayanan kesehatan.
    Kegiatan usaha PT. KAI sebagai perusahaan layanan angkutan massal
    adalah angkutan penumpang dan barang dengan menggunakan kereta api.
    Pada angkutan penumpang, PT. KAI telah mengoperasikan banyak
    kereta api penumpang di Pulau Jawa dan Sumatera, baik kereta komersial
    maupun non komersial yang terdiri dari kereta kelas eksekutif, bisnis,
    campuran (eksekutif-bisnis, eksekutif-bisnis-ekonomi, eksekutif-
    ekonomi, atau bisnis-ekonomi), kelas ekonomi, kereta lokal, kereta
    komuter (kereta commuter line), kereta bandara, dan keresta wisata.
    Adapun untuk kereta lokal, kereta komuter, dan kereta bandara
    dioperasikan oleh anak perusahaan PT. KAI yaitu KAI Commuter.
    Sedangkan untuk kereta wisata juga dioperasikan oleh KAI Wisata.
    Dalam sebuah perjalanan kereta penumpang, biasanya dilengkapi dengan
    kereta restorasi. Kereta restorasi adalah sebuah gerbong yang digunakan
    untuk melayani layanan makanan dan minuman selama perjalanan kereta
    api. Layanan restorasi dijalankan oleh anak perusahaan PT. KAI juga
    yaitu PT. Reska Multi Usaha atau yang disebut KAI Services. Selain
    angkutan penumpang, PT. KAI juga melayani angkutan barang.Layanan
    angkutan barang ini dijalankan oleh PT Kereta Api Logistik (PT. KAI
    Logistik/KALOG) dengan sistem usaha door to door services dimana
    orientasi bisnis mereka adalah sebagai penyedia jasa layanan distribusi
    logistik secara total (Total Logistics Solution) melalui “End-to-End
    Services”. Untuk mendukung layanan angkutan barang, KALOG
    menunjang hal tersebut dengan melakukan pengelolaan Terminal Peti
    Kemas (TPK), bongkar muat, pergudangan, pengepakan, pelabelan,
    pengangkutan, penjejakan, pengawalan logistik serta manajemen logistik
    dengan menerapkan prinsip-prinsip perseroan terbatas[7].
    2.2. KUALITAS PELAYANAN PT. KAI
    PT. KAI selaku pengelola layanan kereta api di Indonesia selalu
    melakukan peningkatan kualitas pelayanan guna menjaga layanan yang
    prima. Kualitas pelayanan tersebut meliputi :
    1. Kehandalan
    2. Daya Tanggap
    3. Jaminan
    4. Empati
    5. Ketangguhan
    2.3. KUALITAS PELAYANAN PT. KAI PADA KETEPATAN WAKTU

    2.4. KEPUASAN PELANGGAN

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