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All Journal NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Jurnal Multidisipliner Kapalamada
Faris Widiyatmoko
Universitas Pembangunan Nasional "Veteran" Jakarta
Religion Agriculture, Biological Sciences & Forestry Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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PERSEPSI PENUMPANG TERHADAP LAYANAN MRT DI STASIUN BLOK M Najla Dara Ayunda; Anggrelita Mutiara Salsabila Dewi; Gabriella Dofani Natalia Siregar; Achmad Aidil Viqri; Ridwan; Faris Widiyatmoko
Jurnal Multidisipliner Kapalamada Vol. 5 No. 02 (2026): JURNAL MULTIDISIPLINER KAPALAMADA
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/kapalamada.v5i02.2493

Abstract

This study aims to analyze passenger perceptions of service quality at MRT Blok M Station in Jakarta, as well as to identify factors contributing to satisfaction and dissatisfaction. A qualitative descriptive approach was employed, with data collected through an online survey using Google Form consisting of open-ended essay questions distributed to 32 respondents selected via purposive sampling. Data were analyzed through qualitative content analysis using Braun and Clarke's thematic analysis model and interpreted within the SERVQUAL framework. The results show that passenger perceptions are generally positive across six dimensions: physical access and inclusivity (87.5%), navigation and information systems (96.9%), staff service quality (65.6%), operational punctuality (46.9%), station facility conditions (87.5%), and safety and comfort (84.4%). However, several issues require attention, including misuse of disability facilities, limited escalator coverage, inefficient tap-in/tap-out placement, and overcrowding during peak hours. These findings provide empirical input for MRT Jakarta's ongoing service improvement efforts.
PENERAPAN PROGRAM TRANSJAKARTA CARES DALAM MENDUKUNG AKSESIBILITAS TRANSPORTASI PUBLIK BAGI PENYANDANG DISABILITAS DI DKI JAKARTA Najwa Adhwa Ramadhani; Bella Ola Shakira; Zahra Hanifah Salma; Alifah Jasmine Kallista Remanu; Ridwan Ridwan; Faris Widiyatmoko
NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Vol 13, No 7 (2026): NUSANTARA : Jurnal Ilmu Pengetahuan Sosial
Publisher : Universitas Muhammadiyah Tapanuli Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31604/jips.v13i7.2026.1959-1974

Abstract

Penelitian ini bertujuan menganalisis implementasi program Transjakarta Cares dalam mendukung aksesibilitas transportasi publik bagi penyandang disabilitas di DKI Jakarta serta mengidentifikasi kendala pelaksanaannya. Metode yang digunakan adalah pendekatan kualitatif deskriptif dengan desain studi kasus. Pengumpulan data melibatkan studi literatur yang dianalisis secara sistematis. Hasil penelitian menunjukkan bahwa program Transjakarta Cares memberikan dampak nyata dalam meningkatkan kemandirian mobilitas penyandang disabilitas melalui penyediaan layanan antar jemput gratis menuju halte yang ramah difabel. Namun, efektivitas program masih menghadapi kendala struktural di lapangan. Hambatan tersebut meliputi keterbatasan jumlah unit armada, ketidakmerataan fasilitas fisik halte seperti tangga JPO konvensional, kurangnya sosialisasi informasi program, isu kelalaian kompetensi petugas dalam pendampingan, serta sistem manajemen pemesanan yang kurang transparan. Kesimpulannya, Transjakarta Cares merupakan langkah strategis yang berdampak positif bagi kelompok rentan, namun memerlukan evaluasi mendalam pada aspek sumber daya, komunikasi, disposisi, dan birokrasi demi mengoptimalkan pelayanan publik yang inklusif di Jakarta.
Co-Authors Achmad Aidil Viqri Alifah Jasmine Kallista Remanu Anggrelita Mutiara Salsabila Dewi Bella Ola Shakira Gabriella Dofani Natalia Siregar Najla Dara Ayunda Najwa Adhwa Ramadhani Ridwan Ridwan Ridwan Zahra Hanifah Salma