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Evaluasi Kinerja Pelayanan Stasiun Kereta Api Bogor Di Kota Bogor, Jawa Barat

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Evaluasi Kinerja Pelayanan Stasiun Kereta Api Bogor Di Kota Bogor, Jawa Barat Jurnal Fondasi, Volume 6 No 1 2017 EVALUASI KINERJA PELAYANAN STASIUN KERETA API BOGOR DI KOTA BOGOR, JAWA BARAT Dwi Esti Intari1, Irma Suryani2, Iswati Septya3. Jurusan Teknik Sipil Fakultas Teknik Universitas Sultan Ageng Tirtayasa Jl. Jenderal Sudirman Km.3 Kota Cilegon – Banten Indonesia [email protected], [email protected] ABSTRAK Stasiun Bogor merupakan Stasiun KA yang berada di Kota Bogor, Provinsi Jawa Barat. Stasiun Bogor termasuk kedalam kelas Stasiun Besar. Namun pembangunan dan perbaikan saat ini terus dilakukan di Stasiun Bogor, hal ini karena memiliki kendala tidak cukupun tuk melayani volume penumpang pengguna jasa. Oleh karena itu sangat penting untuk mengetahui bagaimana kondisi Stasiun Bogor saat ini dan tingkat kepuasan pengguna jasa terhadap pelayanan Stasiun Bogor, Kota Bogor. Penelitian ini menggunakan metode survey lapangan dengan melakukan pengamatan di Stasiun Bogor untuk mengevaluasi kondisi Stasiun Bogor saat ini yang akan dibandingkan dengan ketentuan Permenhub No. 48 tahun 2015 tentang Standar Pelayanan Minimum Angkutan Orang Dengan Kereta Api dan penyebaran kuisioner tentang pelayanan Stasiun Bogor secara langsung kepengguna jasa dengan menggunakan metode perhitungan ServQual (Service Quality). Hasil pengamatan langsung kondisi Stasiun Bogor, Stasiun Bogor memenuhi 88,2% fasilitas yang diatur dalam Permenhub No. 48 tahun 2015. Secara keseluruhan persepsi dan tingkat kepuasan pengguna jasa terhadap pelayanan Stasiun Bogor adalah belum memuaskan, hal ini dapat dilihat dengan nilai GAP yang masih minus. Kata Kunci : Stasiun Bogor, Pengguna Jasa, Kondisi Stasiun Bogor, Tingkat Kepuasan ABSTRACT Bogor Station is a railway station in the city of Bogor, West Java Province. Bogor station belongs to the class of the Big Station. However, the construction and improvement this time is still continues in Bogor Station, it’s because of Bogor Station has a constraint. And the constraint is not enough to serve the number of passanger. Therefore it is very important to know how the condition of Bogor Station and the level of service user satisfaction in Bogor Station. This study uses a survey method at Bogor Station to evaluate the condition of Bogor Station which will be compared with Permenhub No. 48 2015 about Minimum Service Standards Public Transport By Train and the questionnaires about Bogor station direct services to the passanger by using the calculation ServQual (Service Quality) method. Direct observation station conditions Bogor, Bogor station facilities meet the 88.2% set out in Permenhub No. 48 2015. The overall perception of and satisfaction with services Bogor station services are not satisfactory, this can be seen with the GAP value is minus. Keywords: Bogor station, service users, conditions of Bogor station, the level of satisfaction. 1. PENDAHULUAN kawasan Jabotabek, yakni menuju Stasiun A. Latar Belakang Jakarta Kota, Stasiun Kampung Bandan Stasiun KA merupakan tempat untuk dan Stasiun Jatinegara. Dulu juga terdapat menaikkan dan menurunkan penumpang pula Kereta Rel Diesel (KRD) yang yang menggunakan jasa transportasi kereta melayani rute Sukabumi-Bogor bernama api. Stasiun besar biasanya diberi Kereta api Bumi Geulis yang untuk sudah perlengkapan yang lebih banyak dari pada tidak aktif karena mengalami kerusakan, stasiun kecil untuk menunjang yang saat ini rangkaiannya telah menjadi kenyamanan penumpang maupun calon KRD Patas Bandung non AC. penumpang kereta api. Stasiun Bogor ini berada di Daerah Stasiun Bogor dibangun pada tahun Operasi 1 (Daop 1). Stasiun ini memiliki 6 1881. Stasiun yang terletak pada jalur KA. Stasiun ini juga merupakan ketinggian +246 m ini memberangkatkan stasiun akhir bagi perjalanan Kereta Api. Kereta Rel Listrik (KRL) yang melayani Stasiun ini bergaya Eropa dengan berbagai Jurusan Teknik Sipil Universitas Sultan Ageng Tirtayasa | 11 Jurnal Fondasi, Volume 6 No 1 2017 motif. Misalnya ada yang bermotif E. Batasan Masalah geometris awan, kaki-kaki singa, dan Batasan masalah yang digunakan relung-relung bagian lantai. Stasiun ini agar penelitian dapat terarah sesuai memiliki dua lantai. Desain tangga kayu dengan tujuan penelitian ialah : meliuk-liuk menghubungkan lantai 1 1) Mengidentifikasi kondisi Stasiun dengan lantai 2. Karakteristik bangunan Bogor sesuai dengan keadaan saat ini utama khas dengan gaya Indische Empire dengan ketentuan Peraturan Menteri sedangkan pada lobi bergaya Neoklasik. Perhubungan No. 48 Tahun 2016. Desain atap emplasemen 2) Mengidentifikasi tingkat kepuasan (kanopi/overkapping) membentang lebar pengguna jasa Stasiun Bogor seperti dengan rangka baja dan penutup atap penumpang dengan berupa data dengan besi bergelombang. kuisioner. B. Lokasi Penelitian 3) Dalam penelitian ini bentuk kuisioner Lokasi penelitian ini di Stasiun untuk mengidentifikasi tingkat Bogor, Jalan Kapten Muslihat, Bogor kepuasan pengguna jasa berdasarkan Tengah, Kota Bogor, Jawa Barat SPM Peraturan Menteri Perhubungan No. 48 Tahun 2016. 4) Metode yang digunakan untuk mengolah data tingkat kepuasan pengguna jasa Stasiun Bogor adalah dengan metode Servqual. F. Manfaat Penelitian Manfaat yang diharapkan dari penelitian ini yaitu dapat memberikan gambaran tentang evaluasi kondisi stasiun sesuai keadaan saat ini dan juga Gambar 1.Peta Wilayah Penelitian mengetahui tingkat kepuasan pengguna Sumber : Google Earth, 2015 jasa stasiun Bogor terhadap sistem pelayanan stasiun sehingga dapat menjadi C. Rumusan Masalah acuan untuk melakukan perbaikan secara Berdasarkan latar belakang diatas pelayanan stasiun Bogor kedepannya. rumusan masalah dari penelitian ini adalah: 2. TINJAUAN PUSTAKA 1) Bagaimana menentukan antara persepsi dan harapan pengguna jasa terhadap kualitas layanan di stasiun Bogor? 2) Bagaimana menentukan kriteria faktor yang mempengaruhi prioritas utama di stasiun Bogor untuk ditingkatkan kualitas layananya? D. Tujuan Penelitian Tujuan penelitian ini adalah : 1) Mengevaluasi kinerja pelayanan dan fasilitas yang dianggap penting dalam Gambar 2. Literatur menentukankepuasan para penumpang dan pengguna fasilitas di stasiun Bogor A. Peranan dan Pengertian Stasiun Dalam Jawa Barat sesuai SPM No. 48 Tahun Sistem Transportasi 2016. Terjadinya transformasi dalam era 2) Mengevaluasi kinerja pelayanan perkembangan teknologi dan komunikasi Stasiun Bogor menggunakan metode saat ini menyebabkan suatu perubahan servqual besar dalam perkembangan peradaban manusia yang kian modern. Perkembangan tersebut semakin baik dari waktu ke waktu dan berjalan seiring dengan semakin 12 | Jurusan Teknik Sipil Universitas Sultan Ageng Tirtayasa Jurnal Fondasi, Volume 6 No 1 2017 banyaknya kebutuhan dan aktivitas yang Stasiun besar, menampung dilakukan manusia. Dengan penumpang ± 20.000 orang/hari. berkembangnya kebutuhan yang kian 4. Posisi rel terhadap permukaan tanah: beragam, maka hal tersebut menuntut Rel di permukaan tanah (on ground tersedianya sarana dan prasarana yang baik track), dibangun pada ketinggian rel pula. Salah satu kebutuhan yang ada yang relatif sejajar dengan menjadi vital saat ini adalah sarana objek permukaan tanah. suatu tempat pemberhentian sementara Rel yang dibangun di atas yang disinggahi oleh moda transportasi itu permukaan tanah (elevated track). sendiri. Dalam hal ini stasiun menjadi Rel yang dibangun di bawah tanah salah satu objek perpindahan manusia (underground track). ataupun barang yang berfungsi memulai 5. Posisi bangunan stasiun terhadap rel dan mengakhiri suatu perjalanan dan secara vertikal : perpindahan objek. Overtrack station, dibangun di atas B. Fungsi Stasiun permukaan rel, penumpang yang Berdasarkan tipologinya, stasiun akan masuk kereta terlebih dahulu dapat diklasifikasikan menjadi beberapa naik ke bangunan stasiun. tipe stasiun diantaranya : Underelevated track, penumpang 1. Fungsi stasiun terhadap pemakainya : diakumulasikan di bangunan stasiun Stasiun penumpang, berfungsi kemudian terdistribusi ke concourse sebagai tempat menaikkan dan di atas bangunan stasiun. menurunkan penumpang dan At Grade, bangunan dan rel sejajar, barang, baik barang milik posisi masuk ke bangunan stasiun penumpang maupun barang dan ke concourse relatif sama ekspedisi. tinggi. Stasiun barang, berfungsi sebagai 6. Posisi bangunan stasiun terhadap rel tempat bongkar muat barang dan secara horizontal. biasanya terletak terpisah dengan 7. Jangkauan pelayanan penumpang stasiun penumpang. kereta: Stasiun langsiran, berfungsi untuk Stasiun jarak dekat, melayani jarak menyusun dan mengumpulkan dekat dalam kota. gerbong-gerbong yang mempunyai Stasiun jarak menengah, melayani tujuan yang berbeda-beda. jarak sedang di luar kota yang 2. Posisi Stasiun terhadap jaringan jalur menghubungkan pusat kota dengan kereta: wilayah suburban. Stasiun terminal, berfungsi sebagai Stasiun jarak jauh, melayani jarak tempat kereta mengawali dan jauh antar kota, wilayah atau mengakhiri perjalanan. negara. Stasiun persilangan, berfungsi C. Kegiatan di Stasiun sebagai tempat penumpang dapat Kegiatan di stasiun kereta api melanjutkan perjalanan ke tujuan sebagaimana dimaksud dalam Peraturan lain memakai kereta lain. Menteri Perhubungan No. 33 Pasal 9 Stasiun antara, berada di antara Tahun 2011 Tentang Jenis, Kelas dan stasiun terminal. Kegiatan Di Stasiun Kereta Api meliputi: Stasiun lintasan, berfungsi sebagai a) kegiatan pokok; tempat perhentian kereta api untuk b) kegiatan usaha penunjang; dan memberi kesempatan lewat bagi c) kegiatan jasa pelayanan khusus. kereta lain. D. Persyaratan Teknis Bangunan Stasiun 3. Ukuran stasiun: Berdasarkan Peraturan Menteri Stasiun kecil, menampung
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