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All Journal Indonesian Journal of Community Empowerment Literacy : International Scientific Journals of Social, Education, Humanities
Ardiani, Kamila Syifa
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Humanities Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media Social Sciences Other

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Analyzing Railway Passenger Satisfaction Using SERVQUAL and Importance- Performance Analysis (IPA) for Tourism Purposes Ardiani, Kamila Syifa; Fikri Fahru Roji; Ghaida Farisya
LITERACY : International Scientific Journals of Social, Education, Humanities Vol. 4 No. 2 (2025): August : International Scientific Journals of Social, Education, Humanities
Publisher : Badan Penerbit STIEPARI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56910/literacy.v4i2.2196

Abstract

This study aims to analyze passenger satisfaction with the quality of railway services at Garut Station using the SERVQUAL method and the Importance Performance Analysis (IPA) approach. The research was conducted quantitatively through a survey of 102 respondents who used PT KAI services at Garut Station for tourism purposes. Data analysis was carried out by calculating the gap between passengers’ expectations and perceptions, and mapping service priorities using IPA with the assistance of SPSS 26 software. The results indicate that overall service performance has not met passenger expectations, particularly due to negative gaps in the dimensions of responsiveness, assurance, and empathy. However, there were positive gaps in the dimensions of tangibles and reliability. The accuracy of train departure and arrival schedules was identified as the top priority for improvement. These findings provide strategic recommendations for PT KAI to enhance service quality with a focus on customer satisfaction.
Community Empowerment through the Formation of Tourism Awareness Groups (Pokdarwis) To Develop the Tourism Potential of Situ Cibuyut, Lewo Baru Village Fujianti, Wini Siti; Ardiani, Kamila Syifa; Lestari, Amik Ayu; Ramadan, Fajar Maulana; Pramudya, Muhammad; Sapari, Deden Dimas; Ul Ajilah, Assyiva; Fauzi, Annisa Salsabila
Indonesian Journal of Community Empowerment (IJCE) Vol 5 No 03 (2024): Indonesian Journal of Community Empowerment (August)
Publisher : Fakultas Kewirausahaan Universitas Garut

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35899/ijce.v5i3.1000

Abstract

Community empowerment through the establishment of a Tourism Awareness Group (Pokdarwis) in Lewobaru Village, Garut, has become a strategic initiative in the development of local tourism, especially in the tourist attraction of Situ Cibuyut. This study aims to analyze the impact of the formation of Pokdarwis on increasing community participation and village economic development. The research method used is qualitative with a descriptive approach. The results of the study show that the active participation of the community in Pokdarwis has succeeded in increasing collective awareness of the importance of maintaining and promoting local tourism potential. In addition, the synergy between the village government, the community, and other stakeholders has also proven effective in encouraging cultural preservation and creating new sustainable economic opportunities. This finding emphasizes the importance of the role of Pokdarwis as a driving force in the development of community-based tourism that is oriented towards improving the welfare of village communities.
Co-Authors Fauzi, Annisa Salsabila Fikri Fahru Roji Fujianti, Wini Siti Ghaida Farisya Lestari, Amik Ayu Pramudya, Muhammad Ramadan, Fajar Maulana Sapari, Deden Dimas Ul Ajilah, Assyiva