PENGUKURAN TINGKAT KEPUASAN PENGGUNA STASIUN SUDIRMAN MENGGUNAKAN METODE CSI DAN PERANCANGAN STRATEGI PENINGKATAN KEPUASAN BERDASARKAN PERBANDINGAN METODE IPA DAN PGCV

Jeffica Risti, . (2025) PENGUKURAN TINGKAT KEPUASAN PENGGUNA STASIUN SUDIRMAN MENGGUNAKAN METODE CSI DAN PERANCANGAN STRATEGI PENINGKATAN KEPUASAN BERDASARKAN PERBANDINGAN METODE IPA DAN PGCV. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The change in status of the Special Capital Region of Jakarta Province to the Special Region of Jakarta Province does not change the fact that Jakarta remains the center of the national economy, becoming the center of the buffer zone that has various modes of transportation. One of them is the Commuter Line or Electric Rail Train (KRL). Sudirman Station, which is a KRL station located right in the scope of the Central Business District of the Special Region of Jakarta, is one of the busiest stations. With that, this study aims to determine how the satisfaction assessment of its users is using the CSI method which obtained a satisfaction assessment index result of 57.08%. As well as designing a strategy to increase satisfaction based on a comparison of the IPA and PGCV methods, which obtained the results of 8 service attributes that are in the first quadrant of the IPA diagram mapping and sorted based on the results of the PGCV index. The first order of improvements proposed for improvement is the attribute of Availability of station area facilities that are sufficient for the number of users (Example: sufficient platform area, availability of sufficient lifts/escalators, sufficient number of ticket machines at the gate) which received a PGCV value of 16.7 with an IPA conformity level of 32.6%, with a proposed strategy of expanding or adding platform facilities, lifts, escalators, and ticket machines that are adjusted to user needs and if additions cannot be made, carry out periodic maintenance for the maintenance of existing facilities.

Item Type: Thesis (Skripsi)
Additional Information: [No Panggil: 2110312051] [Pembimbing; M. Rachman Waluyo] [Penguji 1; Alina Cynthia Dewi] [Penguji 2: Nur Fajriah]
Uncontrolled Keywords: Commuter Line, CSI, IPA, PGCV
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User: JEFFICA RISTI
Date Deposited: 11 Aug 2025 07:08
Last Modified: 11 Aug 2025 07:08
URI: http://repository.upnvj.ac.id/id/eprint/39262

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