Analysis of Passenger Satisfaction Level of Service And Facilities of Electric Rail Train (KRL) Commuter Line Route Bekasi-Manggarai

The train is considered to act as strategic public transport because of its ability to reduce congestion in urban areas. Various modes of transportation are in a race a race to improve the quality of service that requires rail freight also needs to improve in all areas. Service is the main priority which is used as a benchmark in competitive advantages and facilities are factors that affect the services provided by the transport company. This is the underlying researchers to conduct research on passenger satisfaction ratings on the level of service performance and service facilities Commuter Line KRL Bekasi Manggarai and to determine the factors affecting passenger satisfaction. Data obtained in the form of a survey by questionnaire online delivery methods. Methods of data analysis software used isms. Excel and SPSS software for statistical testing. The conclusions of the research by the method of Customer Satisfaction Index (CSI) obtained a passenger satisfaction index score of 76.11%. It is stated that the passengers very satisfied with the performance of services and facilities service station Commuter Line KRL Bekasi Manggarai, only for the suitability of the train arrival and departure needs to be improved.


Introduction
Trains are considered to have several advantages over other public transportation, including the accuracy and speed of travel time, connectivity, compliance seating, ease of buying tickets, as well as the facilities available at the station or the train, KRL (Light rail) Commuter Line is one type of public transport is very desirable communities in Greater Jakarta. In addition to visits from the advantages owned railway, there are other considerations that attract people to use the Commuter Line KRL ie, at affordable rates.
In recent years, various modes of transport are in a race -a race to improve the quality of service which requires the need to improve rail transport in all fields. Service is the main priority which is used as a benchmark in competitive advantages and facilities are factors that affect the services provided by the transport company.
PT Kereta Api Indonesia, which is currently the only company that is engaged in the provision of services rail transport service, along with its subsidiary PT Kereta Commuter Indonesia is required to continue to improve in an effort to improve the delivery of public services and improve operational systems in order to produce the maximum satisfaction to service users or customers.
Based on the above, it is necessary to make a study in the form of thesis entitled "Analysis of Passenger Satisfaction Level Of Service Light rail (KRL) and Commuter Line These amenities Bekasi Station -Manggarai".
Based on the above, can be formulated issues to be used as materials research, among other things: a. How ratings passenger satisfaction with services and facilities to the Commuter Line KRL Bekasi -Manggarai? b. What are the factors that affect the performance of services and facilities to the Commuter Line KRL Bekasi -Manggarai?
The objectives of this study are as follows: a. Knowing the level of passenger satisfaction with the services and facilities the Commuter Line KRL Bekasi -Manggarai. b. Identify the factors that affect the performance of services and facilities to the Commuter Line KRL Bekasi -Manggarai. VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online)

Quality of Service
Quality of service is defined as any consumer perceptions about a quality organization as technical or functional, product and services, delivery of services and environmental services, or reliability, responsiveness, empathy, assurance and tangibles incorporated in a service experience. The quality of a service is determined by how consumers view these services in accordance with the perception of each, according to Brady and Cronin.

Model Serviqual
Other service quality model is a model developed by Parasuraman et. al. (1988) which is also called the SERVQUAL. Parasuraman et. al. (1988) found 10 dimensions evaluating consumer criteria in determining the quality of service that tangibles. Reliability, Responsiveness, Competence, Courtesy, Credibility, Security, Access, Communication, Understanding the customer.
However, after further investigation, 10 of these dimensions into five dimensions. Dimensions tangibles, reliability, and responsiveness is maintained, then the other seven dimensions together and turned into a dimension of assurance and empathy. The fifth dimension then becomes dimensions of SERVQUAL.

Nordic Model
At first there were two primary dimensions in service quality. Grönroos (in Franciscus, Sukapto, & Sitompul, 2012) says that the dimensions of service quality consists of the functional quality and technical quality. Grönroos model is then referred to as the Nordic persepective.

Model Hierarchy
This method has the attributes are balanced to measure the quality of services at the traditional service company or any company that uses the services of consumer interaction for equipment (Pollack, 2009). Hierarchical Approach excess compared with the method of measuring the quality of other services is that this method also takes into account quality outcome.

Multilevel Model
Multilevel models introduced many dimensions of service quality perceptions or in other words, the retail service quality is viewed as the highest factor defined in the 2-level attributes.

Customer Satisfaction
Satisfaction is the level of one's feelings after comparing the performance or results that he felt with his expectations. If the performance is as expected, then the customer will be satisfied. Conversely, if the performance below expectations, then the customer will be very disappointed. Whereas when performance exceeds expectations, the customer will be very satisfied because customer expectations can be shaped by past experiences, comments from relatives as well as appointments and information from various media.
Based on the description above, it can be concluded that satisfaction is feeling happy or satisfied individuals because between expectations and reality in wear and the services provided are met.

Understanding Light rail (KRL)
Light rail or abbreviated KRL, a moving train with electric motor propulsion system. In Indonesia, the electric train mainly found in the Greater Jakarta area, and an airport commuter trains.

Statistical Product and Service Solutions (SPSS)
Tests on this study, carried out using the software Statistical Productions and Service Solutions, commonly known by the SPSS, a processing program of statistical data from the application model descriptive statistics (mean, median, mode, quartiles, percentiles, range, distribution, variance, standard deviation, standard error, the slope value, etc.), statistical parametric (t-test, correlation, regression, aNOVA, etc.), as well as non-parametric statistical (test crosstab, binomial, chi-square, Kolmogorov Smirnov, and etc). After the data obtained in this study through a questionnaire respondents, the data is then tested by using SPSS to test the validity and reliability.

Methodology
Here is a flow chart of research that will be done: VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online)

The location and time of the study
The research location is a place where researchers will conduct their research. This research was conducted at the station and in the Commuter Line KRL Bekasi -Manggarai. Where PT KCI as a service manager and service KRL Commuter Line.  Where the research conducted along the route Commuter Line Bekasi -Manggarai.  Research conducted since the month of September 2019 until January 2020.

Research Instruments
Data needed in this study derived from primary data and secondary data. Secondary data were obtained from literature by studying books and previous research related to the study. While primary data obtained from questionnaires.

Method of data analysis 3.3.1 Validity
Validity test is done to determine the extent of the measuring instrument (instrument) measure what you want measured. A validity test is used to calculate the value of the correlation (r) between the data on each question with a total score, then the correlation results than the critical value at significance level of 0.05 and 0.01, this calculation is called the product moment correlation calculation. Test the validity of this research is done by using SPSS software. The basis of the decision making in the validity of the test is: a. If the value rhitung> rtabel, then the item question or questions in the questionnaire correlated significantly to the total score (meaning an item questionnaire declared invalid). b. If the value rhitung <rtabel, then the item question or questions in the questionnaire did not correlate significantly to the total score (meaning the questionnaire item will be invalid).

Test reliability
Reliability testing is testing the accuracy, precision or accuracy ditujukkan by the measurement instrument. Reliability tests performed to determine the extent to which a measurement tool is reliable and consistent if the measurement is done twice or more in the same population with the same measuring instrument. Reliability testing in this study using Cronbach Alpha method using SPSS software. The reliability test conditions are as follows: 1. Cronbach Alpha value of <0.6 indicates that no reliable research instrument 2. Cronbach Alpha value> 0.6 indicate that reliable research instrument VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online)

Important performance analysis
Importance Performance Analysis (IPA) is used to measure the relationship between consumer perceptions and priorities for improving the quality of products / services also known as the quadrant analysis. IPA combines measurements of factors importance and satisfaction level in 2-dimensional graphics ease of explanation data. This concordance rate determines the priority order of service affecting passenger satisfaction. In this research there are two variables, the variables x and y variables which: a. Variable X is the level of quality of service b. Y is the level of passenger satisfaction

Chi square test
Chi

Analysis and Results
Validity testing is done to determine the level of conformity among the items of research instruments, where a decision on an item can be considered valid question if rhitung> rtabel. Values obtained from Table Distribution rtabel rtabel Value Significance 5% and 1% to the value of N is the number of respondents is 100 people and the significant value of 5%, obtained rtabel 0.195. Testing the validity of using the Pearson product moment in SPSS.
The item questionnaire regarding service performance variable (variable X) is valid or invalid is presented as in the following  Table 1 are known from the 39 item questionnaire on the statement of service performance variable (variable X) has a value rhitung> rtabel indicates that the statement items are considered as "valid".
To determine whether an item questionnaire statement on passenger satisfaction variable (Y) is valid or invalid is presented in the following table. VOLUME 2 │ NUMBER 2 │ MARCH 2020 Available online at http://proceedings.worldconference.id. ISSN: 2656-1174 (online)

Test Reliability
The test is performed to determine keterandalannya instrument to measure the level of consistency of respondents in answering questions in the questionnaire. Reliability testing is done by comparing the value of Cronbach's Alpha of the data processing, whereby if the value of Cronbach's Alpha> 0.6, the reliable / consistent and if the value of Cronbach's Alpha <0.6, it is not reliable / inconsistent. Results of testing the reliability of research instrument or questionnaire on service performance variable (variable X) can be presented in the following table:

Normality Test
Normality test aims to test whether a regression model, the dependent variable, independent variable, or both have a normal distribution or not. A good regression model is data distribution to normal or near normal. In this study, test for normality using the Kolmogorov-Smirnov test, if the significance value> 0.05 then the data is expressed in normal distribution, whereas if the significance value <0.05, the data distribution is not normal otherwise. The following table normality test results are obtained. The results of the testing of normality above shows that the test results KolmogorovSmirnov seen that the results obtained for the performance of PE and the level of interest, namely 1.395> 0.05, it can be concluded that these data were normally distributed. Source: Processed Data Researcher, 2020 Based on the above calculation, the value of CSI obtained for 76.11% of the value into the customer satisfaction criteria from 0.66 to 0.80. In other words, the Commuter Line KRL passengers Bekasi -Manggarai are satisfied with the performance of services provided by PT KCI.

Analysis Method Importance Performance Analysis (IPA) 4.4.1 Calculation of Priority
The average value obtained in the table into the middle value or the value of the divider on the Cartesian important performance analysis diagram below. Figure 6. Diagram Cartesian Importance Performance Analysis Services Research on Performance and Importance Source: Processed Data Researcher, 2020 From the results of the Cartesian diagram Importance Performance Analysis, it can be seen that in Quadrant I are 5 attributes which should soon improve, in Quadrant II, there were eight attributes of the service factor, in Quadrant III are eight attributes of the service factor and Quadrant IV are seven attributes of service factors.
Factors that must be maintained service performance achievement is the service factor are in quadrant II Diagram Cartesian Importance Performance Analysis, are as follows: