EVALUASI KUALITAS LAYANAN KRL YOGYAKARTA - SOLO

Abstract

This study aims to determine the quality of services provided by the Yogyakarta- Solo KRL to Yogyakarta-Solo KRL passengers. This study uses the Servqual method, which this method uses five indicators, namely Reliability, Convenience, Service Level, Safety, and Affordability. Service quality can be measured by looking at the gaps between expectations and perceptions. In this research questionnaire, 21 question items indicate a service quality. The results showed that there was a difference between expectations and perceptions indicated by the values of the gap ranging from 0.13 to positive values and -0.24 to negative values. All indicators and the resulting gap values are negative, therefore the quality of services provided is not of high quality because expectations are greater than existing perceptions. Based on the results of the different tests, it shows that there is a significant difference between expectations and perceptions of the service quality of the Yogyakarta-Solo KRL.