METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS) UNTUK KINERJA LAYANAN STASIUN TAWANG SEMARANG PADA MASA PANDEMI COVID-19

Abstract

As is the case with PT KAI (Persero) Operational Area (Daop) 4 Semarang, Tawang Station, Semarang, where the SPM checking facility has been carried out. This study uses quantitative and qualitative methods with IPA (Importance Performance Analysis) analysis to determine the user's assessment of the Semarang Tawang Station service according to the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 63 of 2019. The minimum service standard is the minimum service size that must be met by service providers in provide services to service users. User assessments (managers, passengers, and traders around the station) of the Tawang Semarang Station service show results that are more dominant in quadrant B, which must be maintained in terms of facilities and services (evacuation routes for those with special needs (disabled), first aid kits, wheelchairs, availability of vaccinations, lighting, tightening guard, vehicle security, CCTV, ticket purchases, passenger service, cleanliness of space at the station) and quadrant C, which is considered less important and less satisfactory (boarding pass checks, rapid/antigen/swab/PCR test facilities, checking temperature, timeliness of your trip, conveying information, comfort and safety, air circulation, responding to passengers, information boards, and busui facilities).