Anggraini, Ririn (2025) Analisis Pelayanan dan Ketersediaan Fasilitas Terhadap Penyandang Difabel Menggunakan Metode IPA (Importance Performance Analysis) dan CSI (Customer Satisfaction Index) di Stasiun Kertosono. Undergraduate thesis, Universitas Pembangunan Nasional "Veteran" Jawa Timur.
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Abstract
Kertosono Station is a railway station located at Jl. Stasiun Kertosono Banaran, Kertosono, Nganjuk, East Java. This station is one of the key stations in Operational Area VII Madiun, under the management of PT Kereta Api Indonesia (Persero). Accessibility in public facilities, such as train stations, is a crucial issue to support the mobility of persons with disabilities. Although there are supporting regulations, such as Law No. 8 of 2016 and Minister of Public Works and Housing Regulation No. 14 of 2017, many stations still do not fully meet the expected accessibility standards. This study aims to evaluate the quality of services and facilities at Kertosono Station, as well as to identify the gap between the existing facilities and accessibility standards. The method used in this study includes observations, by assessing the compliance of minimum disability facility standards at Kertosono Station, and the use of questionnaires addressed to passengers and visitors who are currently at or have previously visited the station. Measurements were conducted using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods to evaluate passenger satisfaction levels. This research is expected to contribute meaningfully to improving the quality of services and facilities at Kertosono Station, especially for people with disabilities. The analysis results using the IPA method show that several attributes fall into Quadrant I. These attributes include the availability of a designated waiting area with priority seating, male and female restrooms as well as one toilet specifically for persons with disabilities, and special pathways for wheelchairs leading to the train. Although these attributes are considered very important, their performance is still relatively low. Meanwhile, the CSI calculation indicates that the level of passenger satisfaction falls into the "very satisfied" category, suggesting that, overall, the services provided have met passenger expectations. This indicates that although the services at Kertosono Station are generally satisfying, improvements are still needed in key priority areas to support more inclusive and comfortable public services for both persons with disabilities and all passengers.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) | ||||||||||||
| Divisions: | Faculty of Engineering > Departement of Civil Engineering | ||||||||||||
| Depositing User: | Ririn Anggraini Anggraini | ||||||||||||
| Date Deposited: | 22 Oct 2025 07:13 | ||||||||||||
| Last Modified: | 22 Oct 2025 07:13 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/45685 |
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