102
Quality Evaluation Commuter Rail Public Transport Service Surabaya-Sidoarjo During The Covid-19
Outbreak
Yunia Maulidia, Sapto Budi Wasono
Faculty of Engineering & Computer Science Civil Engineering Department Narotama University
Jl. Arief Rachman Hakim 51, Sukolilo Surabaya [email protected]
Abstract
This study aims to evaluate the quality of commuter rail services by analyzing customer satisfaction, then evaluating service quality by determining the factors that need to be maintained and the factors that need to be improved. This research is descriptive quantitative. The population in this study were commuter rail service users with sample determination carried out randomly.this study used the Important Performance Analysis (IPA)
& Customer Satisfaction Index (CSI) method. The data collection techniques used are observation, questionnaire, and literature study.
1. Introduction
On March 2, 2020, Indonesia was in an uproar with residents infected with the Covid- 19 Virus due to contracting Japanese citizens. Until now, Indonesia is recorded to be ranked first in the most covid-19 patients in Southeast Asia. Covid-19 is a virus that attacks human breathing. This infectious virus can be transmitted through droplets and physical contact, so people are encouraged to wear masks, keep their distance and wash their hands. The Indonesian government has implemented efforts and policies in dealing with the Covid-19 pandemic with heavy points in the health sector including, issuing various health protocols, the 3M campaign (Washing hands, Using Masks, Maintaining Distance), running Covid tests in various health clinics and hospitals. In addition, the central government also issued government regulation (PP) number 21 of 2020 which regulates Large-Scale Social Restrictions (PSBB). To reduce the growth rate of patients infected with the Covid- 19 virus.
In addition to the economic sector that has fallen, one of the impacts of the Covid-19 pandemic is the public transportation sector. Before the large-scale social restrictions (PSBB) regulations, local governments implemented Lockdown, which is an effort to prevent the spread of viral infections by not carrying out activities outside the home for the time being and prohibited from going home, which can result in the public transportation sector experiencing a decrease in service users, especially on mass transportation of commuter trains. Mass transportation can only be used by state officials. Now, mass transportation has reopened to the general public. With the new regulation, namely the Regulation of the Minister of Transportation (Permenhub) number 41 of 2020 concerning changes to Permenhub number 18 of 2020 concerning Transportation Control in the Context of Preventing the Spread of Covid-19, one of which contains the seating capacity which was originally in Permenhub number 18/2020 a maximum of 50% in Permenhub 41/20 will be regulated next by the Minister of Transportation through a circular letter. In addition, service users are required not to crowd and maintain a minimum distance of 1 meter, maintain hand hygiene by washing hands or wearing a handsinitizer, mandatory wearing a mask.
Researchers took the object of research on commuter rail public transportation because currently many people choose to use private vehicles because they are afraid of contracting the Covid-19 virus resulting in traffic congestion that is almost equal to the beginning before the arrival of Covid-19 in Indonesia. Good service quality will attract service users to use public transportation because it is considered safe in accordance with the protocol ofkes ehatan.
1.1. Problem Formulation
1. What is the level of satisfaction of service users with Commuter Rail services during the Covid-
2. What service factors need to be improved and improved for Commuter Railway service providers using the Importance Performance Analysis (IPA) method
103 1.2. Theoretical Foundations
1.2.1. Transportation
Transportation is the activity of transferring transportation in the form of goods / people from one place to another using vehicle aids both public and private. A transportation is said to be good if the travel time is fast enough, the frequency of service is sufficient, safe (free from possible accidents) and the costs incurred to travel are affordable.
According to Tamin (1997) Transportation has the following objectives:
1. Realize safe, safe, fast, smooth, orderly and orderly road traffic and transportation.
2. Combining other transportation in a unified national transportation system
3. Reaching all corners of the mainland to support equitable growth and stability as well as a driver, driver, and supporter of national development.
1.2.2. Commuter Railroad
The Commuter Train is one of the public transportations that has its own track, which is in the form of rails which makes the transportation have the advantage of faster travel time compared to other land public transportation. This type of Surabaya-Sidoarjo Commuter Train is a type of diesel-electric rail train.
According to Setiawan (2005), Commuter trains are classified as one of the mass transportation, devoted to transporting consumers who want to go to and or leave the city center.
The keys in the quality of rail transportation according to Soedjono Kramadibrata (2006) include:
1. Travel safety and reliability 2. Punctuality
3. Ease of service 4. Comfort
5. Speed and displacement of existence
The advantages and disadvantages of commuter trains according to Karl Fjellstrom (GTZ) (2003) are as follows :
The advantages of commuter trains
1. Has a larger carrying capacity compared to other public transportation such as buses, mikrolets, etc.
2. Have a special lane, so as not to disturb other road users
3. Relatively faster travel time compared to other transport for the same purpose.
While the disadvantages of commuter trains include:
1. Less extensive coverage area. This train cannot reach remote areas because this train is only intended to reach certain areas.
2. Train schedule. Passengers must adjust to the existing schedule and must wait if they experience delays 1.3. Public Transportation Services
According to Naini et al. (2022) service (customer) in general is any activity intended or aimed at providing satisfaction to customers, so that customer needs and desires are met. In the service business, there are at least 4 factors that must be considered to provide satisfaction to users, namely, speed, friendliness, accuracy and friendliness.
(Zeithaml, Berry, and Parasuraman 1988) in his study suggested that there are five dimensions that can be used to measure the quality of service. The five dimensions are:
1. Tangibles or physical evidence. Is the ability of a company to show its existence to external parties such as the appearance and ability of the company's physical facilities and infrastructure and the state of the surrounding environment
2. Reability or reliability, that is, the company's ability to provide services as promised accurately and reliably 3. Responsiveness or responsiveness, which is a willingness to help and provide fast and precise service to
customers, with clear information delivery.
4. Assurance or assurance. The company's ability to provide assurance and trust of customers towards the company. Consists of several components, namely, communication, credibility, security, competence, and courtesy
5. Empathy, that is, providing sincere and individual or personal attention given to the customer by trying to understand the wishes of the customer. Companies are expected to have understanding and knowledge of customer requests
According to Miro Fide (2012); Salim (2004) the measurement of the performance of transportation modes can be seen from several things, including:
1. Capacity Of all components of the transportation system in accommodating the transported objects
2. The technical condition of all components of the transportation system whether it is suitable for use or not, high-tech or not.
3. Sufficient supporting equipment to support the smooth running of the transportation operational system
104 4. Quality of human resources that manage or provide 5. Route network and operational punctuality
According to Vincent Gaspersz (2002) Public transportation services are a form of service provision, where service indicators can be seen from several things, including:
1. Timeliness of service
2. Service in waiting time and processing time 3. Courtesy and friendliness in providing services
4. Realizing good interaction with service users (related to the image and performance of the service, such as security and provision of information)
5. Responsibility
6. Acceptance of criticisms and suggestions that must be taken seriously 7. Ease of getting services
8. Quantity of officers serving 9. Variations in service models
10. Innovation in providing new patterns in service
According to Zarabi, Waygood, and Taniguchi (2021), there are two factors that contribute to increasing the number of public transport users, including
1. External Factors
Includes aspects that are regulated by parties outside the company, aspects that affect the use before boarding the commuter train, between the place of origin
/ destination to the station. Example: Public transportation fares, stations, public transportation, travel time, and distance to the bus stop.
2. Internal Factors
Is a policy aspect in an enterprise. The Internal Aspect is obtained while in the distasiun and in the commuter train, so the scope is only on the commuter train itself. Such as, tariffs, capacities, frequencies, and supporting facilities for distasiun and in commuter trains
2. Research Methodology
2.1. Sample Collection MethodsThe population in this study were commuter rail service users by distributing questionnaires to service users. Sampling data was carried out randomly.
Determination of the number of samples using the slovin method so that the number of samples to be examined is 100 respondents
2.2. Data Collection
The collection of research data will be carried out in the following ways:
1. Observation, that is, data collection by means of direct observation of the actual condition of the object of study.
2. Questionnaire, which is the collection of data from users of commuter rail services
3. Literacy studies, namely the collection of data and information taken from literature related to the research theme. Both from books, the internet, journals, theses, theses, and as well as previous reports
2.3. Data Processing Instrument Test 1. Test the Validity of the Data
According to Arikunto (2013), an instrument is said to be valid if it is able to measure what is desired and can reveal data from the variables studied precisely.
A data validity test is carried out to test whether each question item has revealed the factors to be investigated according to its population. Thus, the method used is the product moment correlation formula, which was proposed by Pearson as follows
√{ } } Information:
Rxy = Correlation Coefficient r Pearson n = Number of samples/observations x = Free variable/first variable y = Bound variable/second variable
If the research uses a validity test using SPSS (Satistical Product and Service Solution), then the criteria for testing the validity of the questionnaire are as follows:
If r is calculated ˃ r table, then the question is declared valid
105 If r is calculated ˂ r table, then the question is invalid.
2. Data Reliability Test
Data reliability is used to test whether an instrument is trustworthy enough to be used as a data collection tool. Questions that are already valid in the consistency test validity test using the Spearman Brown formula are based on the split-half method as follows:
r11 = reliability of spearman brown instruments
rxy = correlation index between two intrumental halves
If the validity test uses the Statistical Package for The Social Science (SPSS) for windows21, reliability will be determined by the criteria
as follows:
If the value of the coefficient alpha (Cronbach's Alpha) > 0.6 then the instrument is declared reliable or trustworthy.
If the value of the coefficient alpha (Cronbach's Alpha) < 0.6 then the instrument is declared unreliable or untrustworthy.
2.4. Data Analysis
1. Important Performance Analysis (IPA)
The Important Performance Analysis (IPA) method is used to measure the attributes of the level of importance and level of performance of a product or service. The measurement of the level of importance is carried out by measuring the expectations of consumers, while measuring the level of performance is measured from the circumstances expected by consumers. The measurement stage of the Important Performance Analysis (IPA) method after obtaining observational data is as follows:
1) Calculation of the Level of Conformity (Tki) between performance and expectations
Information:
Tki = Respondent Suitability Rate Xi = Performance Appraisal Score 2) The second stage is to calculate the average of all attribute levels
importance (Y) and performance (X) are the limits in the cartesian diagram, with the following formula:
Information:
Xi = Average Performance Level Score Yi = Average Importance Score n = Number of Respondents
3) Next is calculated the average of all attributes of importance (Y) and performance (X) that are the limits in the cartesian diagram, with the formula:
Information:
X = Average Performance Level Score Of All Factors or Attributes
Y = Average Level of Importance of All Attributes Affecting Consumer Satisfaction.
K = The Number of Attributes That Can Affect Consumer Satisfaction
The values of performance attitudes and importance levels are then included in the Importance- Performance Matrix diagram or cartesian diagram as follows
106
Source : Freddy Rangkuti (2002)
Figure 1. Importance-Performance Matrix Diagram 2. Customer Satisfaction Index (CSI)
Customer Satisfaction Index (CSI) is used to determine the level of overall consumer satisfaction by looking at the level of importance of the attributes of the product/service.
To find out the magnitude of CSI, the following steps can be taken LastNameAritonang R. and Lerbin R (2005):
1) Determine the Mean Importance Score (MIS) of each variable
2) Create Weight Factors (WF) per variable. This weight is the percentage of the MIS value per variable against the total MIS of all variables,
3) Determine the Mean Satisfaction Score (MSS) of each attribute,
4) Create a Weight Score (WSk) for each variable. This weight is a multiplication between WFk and MSSk, and
5) Determine the Customer Satisfaction Index (CSI). The CSI value is obtained using the equation :
Where HS (Highhest Scale) = maximum scale used Profita and Rahayu (2018) The interpretation of the CSI value can be seen in the following table:
Table 1. Interpretation of CSI Values Index Numbers Interpretation
X ≤ 64% Very poor
64%<X≤71% Poor
71%<X≤77% Cause for concern 77%<X≤80% Borderline
80%<X≤84% Good
84%<X≤87% Very Good
87%<X Excelent
Information: X = Customer Satisfaction Index Numbers
Source: Customer Satisfaction Measurement, www.leadershipfactor.com
3. Discussion
3.1. Validity and Reliability Test
Based on the statistical results of the validity test using the promgram spss 26 on 100 respondents, it was found that the table r was 0.195 and the r hitug was above 0.195. So that the questionnaire can be declared valid.
As for the reliability test using the spss program with the spearman brown formula
(Split-half method) got a value of 0.886 for variable X or performance. As for the variable Y got a value of 0.945 where the correlation analysis results were greater than 0.80, the questionnaire was declared reliable.
The following is a research questionnaire instrument:
107
Table 2. Research Questionnaire Instruments
No Attribute
1 Availability of adequate Parking Locations
2 Facilities at the station such as toilets, prayer rooms, canteens in accordance with health protocols
3 Seating facilities in the waiting room for the counter queue with health protocols 4 booarding pass equipment used to support service
5 comfort from weather disturbances inside the station & train
6 There are air circulation control facilities (AC / Fan) and room lighting lamps inside the station and function properly
7 access in and out of the collector
8 convenience of getting on and off the train
9 facilities for persons with disabilities
10 availability of health facilities
11 availability of space for pregnant and lactating women 12 Carrying Capacity in accordance with health protocols 13 Passenger seats in accordance with health protocols
14 Clean railway and station areas
15 there is a passenger seat number
16 There is a luggage rack
17 there is a hand strap/handle
18 Station schedule information
19 Destination station information
20 easy ticket sales service (there are onlen and also offline) and there is information on the presence or absence of seats for all classes
21 Departure and arrival information at each station 22 Officers provide clear and easy-to- understand information
23 there is advanced transport information (such as the location of public transport directions) 24 Officers provide good and fast service during ticket purchase transactions
25 Officers have good responsiveness in receiving questions, complaints, and are able to provide solutions to confusion
26 Service of officers at the time of the queue in purchase
27 Ticket inspection officer service
28 Security inside the station & Train
29 Convenience inside the station & train
30 There are safety facilities in emergency conditions on the train
31 There are instructions in the form of evacuation route stop stickers and gathering points that are easily visible and easy to read
32 Officers Create Good Communication with Consumers 33 Officers are polite and prioritize service to the comments 3.2. Respondent Description
Based on the survey results, 29% were respondents of the male sex and 71% were women. With an age percentage of 17-20 years 2%, 21-30 years 88%,
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31-40 years 6% and 4% with respondents aged 41-50 years. The purpose of using commuters 49% of respondents answered to visit tourism, 21% to go home, 11% to go to work or go to school/university.
3.3. Data Processing
3.3.1. Customer Satisfaction Index (CSI)
Customer Satisfaction Index (CSI) is used to determine the level of overall consumer satisfaction by looking at the level of importance of the attributes of the product/service. Based on the calculation results of the CSI determination, a CSI value of 86.29%
passenger satisfaction index for the service performance of commuter trains is on the criteria of being very satisfied.
3.3.2. Importance Perfomance Analysis (IPA)
The Important Performance Analysis (IPA) method is used to measure the attributes of the level of importance and level of performance of a product or service. calculating the determination of the IPA, the next step is to enter the level of importance and level of performance into the cartesian diagram of the Important Performance Analysis (IPA).
a. Quadrant I : Top Priority
The Service attribute in this quadrant is considered important by the customer but in reality these factors have not matched the expectations of the user (the level of satisfaction obtained is still low) . The variables in this quadrant need to be improved
Table 3. Quadrant I: Top Priority
No Attribute
1 Availability of adequate Parking Locations
2 Facilities at the station such as toilets, prayer rooms, canteens in accordance with health protocols
3 Seating facilities in the waiting room for the counter queue with health protocols
9 facilities for persons with disabilities
11 availability of space for pregnant and lactating women
24 Officers provide good and fast service during ticket purchase transactions 26 Service of officers at the time of the queue in purchase
32 Officers Create Good Communication with Consumers 33 Officers are polite and prioritize service to the comments
10 availability of health facilities
12 Carrying Capacity in accordance with health protocols 13 Passenger seats in accordance with health protocols b. Quadrant II : Maintain achievements
The service attributes in this quadrant are considered important by customers and the factors that have been considered by these transport users are in accordance with what is felt so that the level of satisfaction is relatively higher. The service attribute in this quadrant must be maintained
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Table 4. Quadrant II: Maintain Achievements
No Attribute
4 booarding pass equipment used to support service 5 comfort from weather disturbances inside the station & train
6 There are air circulation control facilities (AC / Fan) and room lighting lamps inside the station and function properly
16 There is a luggage rack
18 Station schedule information
19 Destination station information
24 Officers provide good and fast service during ticket purchase transactions
25 Officers have good responsiveness in receiving questions, complaints, and are able to provide solutions to confusion
30 There are safety facilities in emergency conditions on the train
31 There are instructions in the form of evacuation route stop stickers and gathering points that are easily visible and easy to read
32 Officers Create Good Communication with Consumers
28 Security inside the station & Train
29 Convenience inside the station & train
c. Quadrant III : Low Priority
The service attribute in this quadrant is a factor that is considered less important by the user , and in fact its performance is less privileged. The increase in this variable needs to be reconsidered because the influence of the perceived benefits by customers is too small
Table 5. Quadrant III: Low Priority
No Attribute
7 access in and out of the collector
15 there is a passenger seat number
22 Officers provide clear and easy-to- understand information
23 there is advanced transport information (such as the location of public transport directions)
d. Quadrant IV : Excessive Priority
Attributes in this service are considered less important by customers because they are too excessive. The variables included in this quadrant can be reduced so that the company can save costs
Table 6. Quadrant IV: Excessive Priority
No Attribute
8 convenience of getting on and off the train
14 Clean railway and station areas
17 there is a hand strap/handle
18 Station schedule information
20 easy ticket sales service (there are onlen and also offline) and there is information on the presence or absence of seats for all classes
27 Ticket inspection officer service
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Figure 2. Quadrant Division
4. Conclusions
Based on the analysis and discussion in the previous chapter, conclusions can be drawn:
49% of commuter train passengers on the Surabaya-Sidoarjo route use public transportation to visit tourist attractions, 21% to go home, 11% to go to work and go to school/university, and 8% to other purposes such as research/ research, going to friends' homes, etc.
Factors that influence people to use commuter rail transportation are fast travel times so as to avoid traffic jams and at affordable prices. In addition, the reason people use commuter rail transporation is that it is a safe and comfortable service.
Based on the Analysis of Customer Satisfaction Index (CSI) in this study, the satisfaction value of users of public transportation services was 86.29% which was on the criteria of being very satisfied based on the provisions of table 3.2 interpretation of the Customer Satisfaction Index (CSI) analysis.
Based on the Importance Performance Analysis (IPA) analysis, it is known that the level of performance of commuter train services has not reached the importance of passenger service attributes with a percentage of 94.9%.
5. Advice
Based on the conclusions above, the suggestions that can be given are as follows:
It is expected to improve services in the factors of Availability of Parking Locations, Facilities at the Station such as toilets, prayer rooms, canteens in accordance with health protocols, seating facilities in the waiting room for counter queues with health protocols, facilities for persons with disabilities, availability of space for pregnant and lactating women, Officers provide services well and quickly during ticket purchase transactions, Officer services at the time of the queue in purchase, availability of health facilities, Carrying Capacity in accordance with health protocols, Passenger seats in accordance with health protocols
It is expected to maintain service on the factor of booarding pass equipment used to support service, comfort from weather disturbances inside the station & train, There are air circulation control facilities (AC / Fan) and room lighting lights in the station and function properly, There are luggage racks, Schedule Information at the station, Information on destination stations, Officers provide good and fast service during ticket purchase transactions, Officers have good responsiveness in receiving questions, complaints, and are able to provide solutions to complaints, There are safety facilities in emergency conditions on the train, there are instructions in the form of evacuation line stop stickers and gathering points that are easily visible and easy to read, Officers are polite and prioritize service to consumers, Security inside the station & Train, Comfort inside the station & train.
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