PENINGKATAN KUALITAS PELAYANAN TRANSPORTASI MASSAL KERETA KOMUTER PT KAI DAOP VIII SURABAYA

Mutiara Wika Pramesti; Susi Ratnawati; Heru Irianto

doi:10.34369/intelektual journal.v7i02.200

Mutiara Wika Pramesti Universitas Bhayangkara Surabaya
Susi Ratnawati Universitas Bhayangkara Surabaya
Heru Irianto Universitas Bhayangkara Surabaya

DOI: https://doi.org/10.34369/intelektual%20journal.v7i02.200

Keywords: Services, Commuter Trains, Quality Improvement

Abstract

Surabaya, as the central development area of Gerbangkartasusila, has a great attraction in the
commuter movement, especially from the Sidoarjo region. One of the most effective transportation that
used by people from Sidoarjo to Surabaya is a commuter train. But unfortunately, the commuter train is
not a top choice by people because of several factors, nescience of information, time constraints, lack of
services and other factors. The method of this study is qualitative. This study will be conducted at
Surabaya Gubeng train station, based on the train's departure and arrival. The object of the study is
direct interaction / interview with the commuter train service provider and also with the use of it. In
addition, the study result are also obtained from observations and documents related to the problems.
The result of this study is directive improving quality of commuter train Surabaya-Sidoarjo.