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Journal : Journal of Geography, Regional Planning and Development

QUALITY OF TRANSPORTATION SERVICES BY PT. KERETA API INDONESIA (PERSERO) AT SURABAYA GUBENG STATION. FOCUS ON DIGITAL TICKET BOOKING THROUGH THE KAI ACCESS APPLICATION Rahmawan, Alfan Dian; Rodiyah, Isnaini
Journal of Geography, Regional Planning and Development Vol. 1 No. 5 (2024): Journal of Geography, Regional Planning and Development
Publisher : ANTIS PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/jgrpd.v1i5.1105

Abstract

General Background: Transportation service quality is essential for ensuring customer satisfaction and fostering loyalty, particularly in the digital era where online platforms play a significant role. Specific Background: PT. Kereta Api Indonesia (Persero) has introduced the KAI Access application to streamline online ticket purchases and improve customer convenience, especially at Surabaya Gubeng Station. Knowledge Gap: Despite its benefits, there remain technical issues and challenges in user adoption that may impact customer perceptions and satisfaction. Understanding these challenges and identifying potential improvements is crucial. Aims: This study aims to evaluate the service quality of the KAI Access application and its impact on customer satisfaction at Surabaya Gubeng Station. Results: The findings reveal that, despite occasional technical issues, users generally perceive the application as reliable. PT KAI’s efforts, such as infrastructure improvements, responsive support via call center 121 and social media, and educational tools like video tutorials, have reduced issues and enhanced satisfaction. Additionally, professional customer service officers at Surabaya Gubeng Station further contribute to positive user experiences. Novelty: The study highlights the importance of customer education and the role of communication skills in enhancing service adoption and satisfaction. Implications: Ongoing improvements in service quality, including enhanced information provision and better handling of specific policies like ticket refunds, are essential to strengthening customer trust, satisfaction, and loyalty in the future.
IMPLEMENTATION OF SUB-DISTRICT INTEGRATED ADMINISTRATIVE SERVICES (PATEN) IN CANDI SUB-DISTRICT, SIDOARJO REGENCY Asmunif; Rodiyah, Isnaini
Journal of Geography, Regional Planning and Development Vol. 1 No. 6 (2024): Journal of Geography, Regional Planning and Development
Publisher : ANTIS PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/jgrpd.v1i6.1114

Abstract

General Background: The effectiveness of public administration in delivering services is a critical factor in governance. The quality of sub-district administrative services plays a crucial role in ensuring that citizens have access to efficient and effective government support. Specific Background: Integrated sub-district administrative services (PATEN) in Candi District, Sidoarjo Regency, have been established to improve public service delivery. However, the optimization of such services remains a challenge, particularly in terms of communication, resources, disposition, and bureaucratic structure. Knowledge Gap: While there is significant literature on administrative service delivery, limited studies have specifically focused on the implementation of integrated sub-district services in Indonesia. Furthermore, there is a lack of comprehensive analysis that considers the four key aspects of implementation: communication, resources, disposition, and bureaucratic structure. Aims: This study aims to analyze the implementation of integrated sub-district administrative services in Candi District, Sidoarjo Regency, by evaluating the effectiveness of communication, resource utilization, employee disposition, and bureaucratic structure. Results: The findings indicate that communication within the Candi District Government is optimal, with both direct and indirect communication methods used in service delivery. However, the resources available are not fully optimized, particularly in terms of service space. The disposition of employees is optimal, as they are able to clearly understand and follow leadership instructions. The bureaucratic structure is also optimal, with clear procedures and standard operating procedures (SOPs) in place for delivering services. Novelty: This study offers a novel approach to evaluating integrated administrative services by combining the four implementation factors (communication, resources, disposition, and bureaucratic structure) in a specific regional context, which has been underexplored in existing research. Implications: The findings suggest that while communication, disposition, and bureaucratic structure are optimal, there is a need to improve resource allocation, particularly in terms of physical space, to further enhance the effectiveness of administrative services in Candi District.
Co-Authors Abadi, Totok Abdillah Fajar Abiyyah, Eka Azhar Achmalul Jannah Adila, Salsabila Adilita, Vara Riya afifah, Ike Nur Afinda Siti Fatimah Afrizal, Arrasyidin Diva ahmad rizal Al Rasyid, Husain Ibrahim Alfarizi, Mochamat Royfen Cahya Amalia, Dinda Rizka Andriani, Juwika Prisca Angelina Alda Reza Anjelina, Poppy Ardiansyah, Moch. Ardianti, Elza Dwi Nur Arsiyah Arsiyah Arum Puspita Sari Asmunif Aurandhi Sp , Alnesta A’yuningsih, Zumrotul Bahlamar, Ahmad Riyadh Umar Bolanitan, Zeyromita Oversi Budi, Ari Setia Churil Fauziah Cynthia Nanda Sari Damayanti, Novia Rahma Devi Anggraeeni Fitria Putri Dinariyanti, Surya Dinillah, Rizki Rahma Dwi Purnamasari Dwiantoko, Meisya Putri Eka Alfajri Oktaviani Eka Yulianti Eni Rustianingsih Eri Mega Selvia Erna Sulistiawati Fara Adiba Febrianti, Ais Arfia Fitrasari, Bela Mulia Fitri Lestari, Winda Fitria Agustina, Isna Gading, Prabu Rama Ghania Nasha Gyzzellafora Indyaningtyas Handayani, Titin Dwi Hanifah, Ayum Hendra Sukmana Hernandya, Clarafika Dian Hikmah , Kharisma Nur Ika Ratna Indra Astutik Ikhsan Setiawan Ikhsan Setiawan Ikhtiarini, Eva Ilifiyah Ilmi Usrotin Choiriyah Ilmi Usrotin Choiriyah, Ilmi Indah Permata Sari Inggit Putri Rengganis Irianto, Jusuf Irsanti, Nur Indah Islami, Susila Nur Isna Fitria Agustina Isnanik, Isnanik Kartikasari, Shanti Khabibi, Akhmad Khasanah, Ushwatun Khisbi, Mochammad Alfalah KHOIRUL ANAM Khoirunnisa Khoirunnisa Khoirunnisak, Khoirunnisak Kholipatun Kholipatun Kholipatun Kholipatun Koernea, Annisha Dini Kuria, Mufidatul Lailul Mursyidah Larasati, Tian Lestari, Asri Yuni Lestari, Fitriah Eka Machmudah, Linda MAGFIROH, LAILATUL Magya Ramadhania Putri Mai Puji Lestari Makhnunah, Ainul Manzila, Fina Maulany Sukma Arum Habibah Mauludi, Farah Rifki Azmi Miftahul Jannah Miftakhurrokhmi Miftakhurrokhmi Mohamat Riski Rosandy Monicha Puspitasari Muhammad Abdur Rozaq Muhammad Reza Hardianto Muhammad Rizal Habibi Mulisalsabilla, Shinta Ana Murdiono, Maskup Nadiah, Amelia Ruli Nanda Bayu Saputra Ningrum, Retno Agustin Nisa, Arum Choirun Novitasari, Wulan Novitasari, Yurike Nugroho, Reka Fitriana Nur Hidayah, Meisita Nur Indah Irsanti Nur Maghfirah Aesthetika Nur Michmidatin Nur Rochmah Yulia Safitri Pangesthu, Rizal Angger Permata, Ellena Dias Pramesswary, Ikko Della Puspitasari, Monicha Putmala Sari, Riska Putri, Maulidiva Arisia Rachma, Fanisya Lailiya Raden Mohamad Herdian Bhakti Radita Andriana Madjid Rahmawan, Alfan Dian Rahmawati, Della Rahmawati, Reni Rama Gading, Prabu Rizqi Della Fransisca Robby Ilham Prakoso, Racmad Roro Tantiko Dariyatun Nur Sanggito Rusydina Nurul Aini Salima, Nabila Salsabilla, Fadya Santoso, Suwandi Iwan Saputri, Irmayanti Dwi Sari, Risa Sarif Hidayatullah Sholikah, Rifatus Silvi Nur Kristianingsih Sindiana, Dina Ayu Siti Eka Novi Siti Fatimah Sofi Intan Febrianti Solicha, Fira Solichah, Maulidatus Stella Erdityaningrum Januarti Stella Erdityaningrum Januarti, Stella Erdityaningrum Suciati, Detik Sugiyono, Bunga Fadilah Senja Putri Suhartatik, Maria Anis Sulianti Wahida Astuti Sulistyowati, Anisa Susi Pandan Sari Syavitri, Nadiya Ami Totok Totok Totok Wahyu Abadi Tusya'diyah, Halimah U.B, Ahmad Riyadh Ulfa, Chilmia Rochmawati Maria Ulyah, Roudhotul Syarifah Umaningrum, Cahyani Vidy Vicesa Alviyah Windari, Verikah Dwi Wiwik Sulistiyowati Yuli Mardani Yuli Mardani Yuliati, Andhini Rizki Zurroida Nurfatmi