Analisis Kepuasan Pengguna Moda Transportasi Kereta Api Menggunakan Metode SERVQUAL dan Importance Performance Analysis (IPA) di Stasiun Kediri

Aji Mas Zam Zam; Boedi Rahardjo

doi:10.31004/koloni.v5i3.1071

Authors

Aji Mas Zam Zam Universitas Negeri Malang
Boedi Rahardjo Universitas Negeri Malang

DOI:

https://doi.org/10.31004/koloni.v5i3.1071

Keywords:

User Satisfaction, SERVQUAL, Importance Performance Analysis (IPA).

Abstract

Kediri Station is a large station serving 22 train schedules with a passenger count reaching 1,555,580 people in 2024. Based on initial observations, several non-compliances with minimum service standards were still found, such as the insufficient number of security officers, limited installation of guiding blocks, and long queues at the boarding counters. This study aims to identify the characteristics of train users at Kediri Station and analyze the level of user satisfaction with service quality using the SERVQUAL and Importance Performance Analysis (IPA) methods. The study was conducted by distributing questionnaires directly to 270 train users at Kediri Station. The research instrument was tested for validity and reliability using SPSS before use. Data were analyzed using the SERVQUALmethod to measure the gap between user perceptions and expectations, and the IPA method to determine service improvement priorities. The results of the study indicate that train users are dominated by women (63.70%), aged 15–24 years (60.74%), college educated (68.15%), students (52.96%), income below Rp2,500,000 (61.48%), with educational purposes (31.48%), and a travel frequency of 1–3 times per month (77.41%). SERVQUAL analysis shows that all service dimensions have negative gap values, indicating that service performance is still below user expectations. The largest gap value is in the Tangibles dimension at -0.14, while the smallest is in the Assurance dimension at -0.06. IPA analysis shows a service suitability level of 97%, which is included in the less than satisfactory category. Attributes that are the main priority for improvement include station and toilet cleanliness, health posts, waiting rooms, and boarding areas.

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