ANALISIS KUALITAS PELAYANAN KERETA REL LISTRIK (KRL) RUTE SOLO- YOGYAKARTA OLEH PT KERETA COMMUTER INDONESIA (KCI)

Abstract

The growth of community mobility in the Solo-Yogyakarta region has increased the need for fast, affordable, and efficient public transportation. The Solo-Yogyakarta Electric Train (KRL), which has been operating since 2021, has become the primary choice for the community, but the increase in the number of users has given rise to various service issues. This condition shows that the quality of service has not fully met user expectations. This study aims to analyze the service quality of the Solo-Yogyakarta KRL and identify the supporting and inhibiting factors in service delivery. The method used is descriptive qualitative with data collection techniques through in-depth interviews with KCI as the KRL operator and users, direct observation at all departure stations from Solo to Yogyakarta, and document studies such as the 2024 customer satisfaction survey report of PT Kereta Commuter Indonesia (KCI). Data analysis used the SERVQUAL theory and factors contributing to service quality according to Alber and Zamke. The results of the study show that the Solo–Yogyakarta KRL has provided significant benefits for community mobility through affordable fares, travel speed, and ease of access. However, there are several weaknesses, such as the limited number of carriages during peak hours, suboptimal air conditioning, and unclear audio information when the train is full. The main inhibiting factors include limited human resources.