THE INFLUENCE OF THE PT KAI SERVICE QUALITY IN

PUNCTUALITY OF THE TRAIN TRAVEL TIME ON

CUSTOMER SATISFACTION

WRAP RESEARCHSHIP

MIKAEL JULIAN IRSA

MUHAMMAD RAISA PERMANA SAKTI

ABSTRACT

This study aims to analyze the effect of PT KAI's service quality, especially
the punctuality of travel on railroad customer satisfaction. This study also
aims to examine the effect of timeliness variables on customer satisfaction.
The data used in this study is a combination of primary data and secondary
data where the author will use the survey method as primary data and data on
the timeliness of train travel, especially train travel to and from Bandung
Station as secondary data. The data analysis technique used in this research is
quantitative by using a systematic literature review in terms of bibliometric
analysis to review published research on the topics discussed. The
explanation for this is the result of the punctuality of train travel on railroad
customer satisfaction.

keywords : service quality, punctuality of train travel, customer satisfaction

1. INTRODUCTION

Along with the development of the times and increasingly widespread

globalization, people tend to choose things that are practical, fast, and
affordable. This also affects the world of transportation. Humans tend to
choose fast and affordable modes of transportation, and one of the fast and
most affordable modes of transportation is trains[1]. The train is one of the
oldest modes of transportation in the world. As one of the oldest modes of
transportation in the world, trains have certainly experienced many
developments in various ways which of these developments have resulted in
advantages in several fields such as comparative advantages, competitiveness,
advantages in the field of legal and energy-saving savings, besides that trains
also have an advantage in terms of the ability to transport large amounts of
goods and has adaptability in adapting to rapidly changing times [2]. In
responding to the challenges of an increasingly rapid era, the train as a mode
of transportation has undergone changes and developments to create a mode
of transportation that is safe, comfortable, and affordable for people who use
rail services.
In Indonesia, the mode of rail transportation is served by a government-
owned transportation company called PT Kereta Api Indonesia (PT KAI). As
the manager of rail transportation modes in Indonesia, PT KAI continues to
experience changes and developments, and one of them is a change in the
service sector. In the field of service, several factors influence it, including
reliability which includes timeliness, security, and travel comfort. Then there
is Responsiveness which includes the availability of transportation services,
the readiness of the crew supporting passengers (conductors, prama/prami,
technicians, and train cleaners), and the readiness of crew services.
Guarantees are also a factor that affects the quality of service where the
guarantee includes the friendship and courtesy of the train crew as well as the
knowledge of the train crew about the route or routes that the train passes. In
addition, the empathy factor is one of the important factors affecting PT
KAI's service quality, because this empathy includes the concern of the ship's
crew for passengers and how passengers treat other passengers well. Finally,
the factors that influence the good or bad quality of PT KAI's services are
physical evidence which includes the train fleet owned by PT KAI (age of
facilities), seating facilities, facilities and infrastructure (especially for
passenger trains), cleanliness of facilities, and neatness of facilities [3].

Of all the factors above, the reliability factor, especially punctuality on train
travel, is the factor that the authors highlight the most in this study. This
punctuality is also related to the level of train travel punctuality. On-time
performance is a condition where the departure time and arrival time are
according to a predetermined schedule [6]. In this case, the train schedule in
question is the schedule specified in the Train Travel Chart or Grafik
Perjalanan Kereta Api (GAPEKA). GAPEKA is a collection of guides for the
implementation of train travel which is depicted in the form of a line chart
showing the location of the station, time, speed allowed in a certain plot, train
travel time, location of crossing and overtaking trains, to the speed and
position of a train starting from the departure station to arrive at the final
destination station [6]. Punctuality is important because it involves the
interests of many people, especially fire customers. Most people choose to
use the train service because the level of punctuality is very high. In 2021
alone, the punctuality rate of passenger train passengers in Indonesia reached
99.71% on departure and 92.68% on arrival of trains, up 00.09% and 00.54%
respectively from the previous year. Meanwhile, the level of on-time
performance on freight train trips reached 89.45% for train departures and
86.56% for train arrivals, down 00.01% and 00.76% respectively from the
previous year[7]. The increase in the level of on-time performance in
passenger vehicles and the decrease in freight vehicles was due to the fact that
passenger trips (especially in Java) were prioritized over goods trips. This
increase in punctuality was also supported by the small number of accidents
and locomotive breakdowns, as well as the increase in the speed of fire racing
 cars from the previous year. In 2021, the total speed of trains will increase by
1.35% compared to 2020. The increase in speed is based on an increase in the
travel speed of trains which have speeds of 100 to 120km/hour by 10%[7].
From the explanation above, it can be concluded how important punctuality is
in train travel in PT KAI's customer satisfaction and interest [6]. The higher
the level of punctuality of train travel, the higher the level of PT KAI's
customer satisfaction in the service sector, especially the punctuality.

In this study, the authors conducted a comprehensive and detailed study of the
relationship between the influence of PT KAI's service quality in the field of
travel time punctuality and the convenience of train customers. This study
will be conducted using a quantitative method that employs a systematic
review of reviews in terms of bibliometric analysis. The review of analytical
studies in bibliometric analysis aims to ensure that there is conformity with
published research on the topics discussed. In this study, the research
methodology will be reviewed first, followed by an examination of publishing
developments and a discussion of the achievements of the various authors.
After that, the author will determine the main choice for the methodology so
that this will produce comprehensive and detailed research. The main theme
of this research will be taken based on the basics of theoretical studies from
the study of the effect of the punctuality of train travel on railroad customer
satisfaction. In the concluding section, the author will provide conclusions by
providing a summary of the findings found in the results and discussion
sections based on the research methods that have been agreed upon
previously. With this study, it is hoped that we can find out how much
influence the punctuality of train travel has on customer satisfaction.

2. LITERATURE REVIEW
Supaya penelitian ini menjadi sebuah penelitian yang terstruktur, maka
penulis membuat model penelitian untuk memudahkan penulis dalam
meneliti. Model penelitian ini akan disajikan sebagai berikut :
Dari model penelitian diatas, dapat disimpulkan bahwa penelitian ini berhulu
pada PT KAI sebagai pengelola layanan kereta api di Indonesia dan berhilir
pada kepuasan pelanggan. Dalam tahapan menuju hilir ini terdapat dua
cabang yaitu kualitas layanan PT KAI dan kualitas layanan PT KAI terkhusus
pada ketepatan waktu pada perjalanan kereta api. Kedua cabang ini saling
memiliki keterkaitan dan kesinambungan antara hulu dan hilir penelitian ini.
Keterkaitan dan kesinambungan itu adalah PT KAI sebagai regulator layanan
kereta api di Indonesia harus selalu memperhatikan kualitas layanan mereka
agar kepuasan pelanggan akan layanan PT KAI dapat tetap terjaga dan
meningkat, sedangkan pada bagian Kualitas Pelayanan PT KAI Terkhusus
pada Ketepatan waktu adalah PT KAI sebagai penyelenggara jasa layanan
angkutan kereta api di Indonesia juga harus senantiasa memperhatikan
ketepatan waktu perjalanannya sebagai bagian dari kualitas layanan PT KAI
agar kepuasan pelanggan terhadap PT KAI tetap terjaga dan dapat meningkat.

Dalam bagian kajian literatur ini, fokus penelitian akan terbagi menjadi empat
bagian sesuai model penelitian diatas. Fokus penelitian tersebut adalah :
2.1. PT. KAI SEBAGAI REGULATOR LAYANAN JASA KERETA API
DI INDONESIA
2.2. KUALITAS PELAYANAN PT. KAI
2.3. KUALITAS PELAYANAN PT. KAI PADA
KETEPATAN WAKTU
2.4. KEPUASAN PELANGGAN
2.1. PT. KAI SEBAGAI REGULATOR LAYANAN
JASA KERETA API DI INDONESIA
PT. Kereta Api Indonesia (Persero) yang selanjutnya disebut sebagai PT.
KAI adalah sebuah perusahaan milik Pemerintah Republik Indonesia
dibawah naungan Kementerian Badan Usaha Milik Negara (BUMN)
yang bergerak dibidang transportasi darat, khususnya transportasi kereta
api[7]. Dengan kata lain, PT. KAI merupakan regulator jasa layanan
kereta api di Indoneisa dan berhak atas seluruh kegiatan perkeretaapian
di Indonesia. PT. KAI sendiri merupakan perusahaan yang didirikan pada
tanggal 28 September 1945 dengan nama Djawatan Kereta Api
Indonesia (DKARI)[7]. Dalam perkembangannya, PT. KAI telah
mengalami berbagai perubahan dan perkembangan. Saat ini, PT. KAI
memiliki 9 Daerah Operasi (DAOP), 4 Divisi Regional (DIVRE), 1 Sub
Divisi Regional (Sub DIVRE), dan 8 Balai Yasa yang tersebar di seluruh
Indonesia [7].

Sebagai perusahaan transportasi, PT. KAI menjalankan kegiatan usaha

yang sejalan dan berkaitan dengan dunia transportasi darat khususnya
perkeretaapian. Berdasarkan Pasal 3 Anggaran Dasar Perseroan, kegiatan
usaha yang dilakukan oleh PT. KAI meliputi :
 1. Untuk mencapai maksud dan tujuan PT. KAI dalam kegiatan usaha
sebagai berikut :
- Melakukan penyelenggaraan prasarana perkeretaapian yang
meliputi pembangunan, pengoperasian, perawatan, dan
pengusahaan prasarana perkeretaapian.
- Melakukan penyelenggaraan sarana perkeretaapian yang
meliputi pengadaan, pengoperasian, perawatan, dan
pengusahaan sarana perkeretaapian.
- Perdagangan besar alat transportasi darat selain mobil, sepeda
motor, dan sejenisnya, suku cadang dan perlengkapannya.
- Perdagangan besar barang bekas dan sisa-sisa tak terpakai
(scrap).
- Aktivitas konsultasi transportasi.
- Aktivitas konsultasi manajemen lainnya.
- Penanganan kargo (bongkar muat barang).
- Angkutan multimoda.
- Aktivitas agen perjalanan lainnya..
- dan lain-lain.
2. Selain kegiatan usaha utama sebagaimana dimaksud diatas, PT.
KAI juga dapat melakukan kegiatan usaha dalam rangka
optimalisasi pemanfaatan sumber daya yang dimiliki untuk:
- Pergudangan dan penyimpanan.
- Aktivitas cold storage.
- Aktivitas bounded warehousing atau wilayah kawasan berikat.
- Pergudangan dan penyimpanan lainnya.
- Aktivitas pelayanan kepelabuhan laut.
- Aktivitas pelayanan kepelabuhan sungai dan danau.
- Angkutan melalui saluran pipa.
- Konstruksi Gedung Hunian.
- Konstruksi Gedung Perkantoran.
- Konstruksi Gedung Perbelanjaan.
- Konstruksi Gedung Penginapan.
- lnstalasi Mekanikal.
- Instalasi konstruksi lainnya yang tidak diklasifikasikan di
tempat lain.
- Periklanan.
- Aktivitas klinik swasta.
- Aktivitas pelayanan kesehatan.
Kegiatan usaha PT. KAI sebagai perusahaan layanan angkutan massal
adalah angkutan penumpang dan barang dengan menggunakan kereta api.
Pada angkutan penumpang, PT. KAI telah mengoperasikan banyak
kereta api penumpang di Pulau Jawa dan Sumatera, baik kereta komersial
maupun non komersial yang terdiri dari kereta kelas eksekutif, bisnis,
campuran (eksekutif-bisnis, eksekutif-bisnis-ekonomi, eksekutif-
 ekonomi, atau bisnis-ekonomi), kelas ekonomi, kereta lokal, kereta
komuter (kereta commuter line), kereta bandara, dan keresta wisata.
Adapun untuk kereta lokal, kereta komuter, dan kereta bandara
dioperasikan oleh anak perusahaan PT. KAI yaitu KAI Commuter.
Sedangkan untuk kereta wisata juga dioperasikan oleh KAI Wisata.
Dalam sebuah perjalanan kereta penumpang, biasanya dilengkapi dengan
kereta restorasi. Kereta restorasi adalah sebuah gerbong yang digunakan
untuk melayani layanan makanan dan minuman selama perjalanan kereta
api. Layanan restorasi dijalankan oleh anak perusahaan PT. KAI juga
yaitu PT. Reska Multi Usaha atau yang disebut KAI Services. Selain
angkutan penumpang, PT. KAI juga melayani angkutan barang.Layanan
angkutan barang ini dijalankan oleh PT Kereta Api Logistik (PT. KAI
Logistik/KALOG) dengan sistem usaha door to door services dimana
orientasi bisnis mereka adalah sebagai penyedia jasa layanan distribusi
logistik secara total (Total Logistics Solution) melalui “End-to-End
Services”. Untuk mendukung layanan angkutan barang, KALOG
menunjang hal tersebut dengan melakukan pengelolaan Terminal Peti
Kemas (TPK), bongkar muat, pergudangan, pengepakan, pelabelan,
pengangkutan, penjejakan, pengawalan logistik serta manajemen logistik
dengan menerapkan prinsip-prinsip perseroan terbatas[7].
2.2. KUALITAS PELAYANAN PT. KAI
PT. KAI selaku pengelola layanan kereta api di Indonesia selalu
melakukan peningkatan kualitas pelayanan guna menjaga layanan yang
prima. Kualitas pelayanan tersebut meliputi :
1. Kehandalan
2. Daya Tanggap
3. Jaminan
4. Empati
5. Ketangguhan
2.3. KUALITAS PELAYANAN PT. KAI PADA KETEPATAN WAKTU

2.4. KEPUASAN PELANGGAN