TINJAUAN KEPUASAN PELANGGAN TERHADAP LAYANAN KA BANDARA SOEKARNO-HATTA - Putranto, Leksmono Suryo; Pranata, Ariyo Harry (JMTS: Jurnal Mitra Teknik Sipil, 2026)
Transportation is a very important basic need, especially in areas with high levels of activity such as education, entertainment, housing, and others. Since its inauguration on January 2, 2018, the Soekarno-Hatta Airport Train has been present as one of the alternative public transportation options to the airport. This train has six stopping stations, namely Soekarno-Hatta Airport, Batu Ceper, Rawa Buaya, Duri, BNI City, and Manggarai, which connect Tangerang City and South Jakarta through various strategic points. This study aims to evaluate the level of passenger satisfaction with the Airport Train service using the Importance Performance Analysis (IPA) method through a survey of 9 service statements, including punctuality, station/train officer service, comfort, ticket booking process, ticket price, information system, station/train security, facilities, and services for the disabled. The results of the analysis show that no statements fall into Quadrant A (low performance, high expectations), while 4 statements (44.4%) fall into Quadrant B (high performance, high expectations), namely satisfaction with officers, cleanliness, schedule information, and station/train security. The other 4 statements (44.4%) are in Quadrant C (low performance, low expectations), including punctuality, ticket booking process, ticket price, and disability services. 1 statement (11.1%) is in Quadrant D (high performance, low expectations), namely the comfort of facilities such as AC, seats, and Wi-Fi. These findings indicate that improvements need to be focused on aspects in Quadrant C in order to encourage overall passenger satisfaction with Soekarno-Hatta Airport Train services. Abstrak Transportasi adalah kebutuhan dasar yang sangat penting, terutama di daerah dengan tingkat aktivitas tinggi seperti pendidikan, hiburan, perumahan, dan lainnya. Sejak diresmikan pada 2 Januari 2018, KA Bandara Soekarno-Hatta hadir sebagai salah satu pilihan transportasi publik alternatif menuju bandara. Kereta ini memiliki enam stasiun pemberhentian, yaitu Bandara Soekarno-Hatta, Batu Ceper, Rawa Buaya, Duri, BNI City, dan Manggarai, yang menghubungkan Kota Tangerang dan Jakarta Selatan melalui berbagai titik strategis. Penelitian ini bertujuan mengevaluasi tingkat kepuasan penumpang terhadap layanan KA Bandara dengan menggunakan metode Importance Performance Analysis (IPA) melalui survei terhadap 9 pernyataan layanan, meliputi ketepatan waktu, pelayanan petugas stasiun/kereta, kenyamanan, proses pemesanan tiket, harga tiket, sistem informasi, Keamanan stasiun/kereta, fasilitas, dan pelayanan terhadap disabilitas. Hasil analisis menunjukkan bahwa tidak ada pernyataan yang masuk Kuadran A (kinerja rendah, harapan tinggi), sedangkan 4 pernyataan (44,4%) masuk Kuadran B (kinerja tinggi, harapan tinggi), yaitu kepuasan terhadap petugas, kebersihan, informasi jadwal, dan Keamanan stasiun/kereta. 4 pernyataan lainnya (44,4%) berada pada Kuadran C (kinerja rendah, harapan rendah), meliputi ketepatan waktu, proses pemesanan tiket, harga tiket, dan pelayanan disabilitas. 1 pernyataan (11,1%) masuk Kuadran D (kinerja tinggi, harapan rendah), yaitu kenyamanan fasilitas seperti AC, kursi, dan Wi-Fi. Temuan ini menunjukkan bahwa peningkatan perlu difokuskan pada aspek-aspek yang berada di Kuadran C guna mendorong kepuasan penumpang secara keseluruhan terhadap layanan KA Bandara Soekarno-Hatta.