PERFORMANCE EVALUATION OF PUBLIC TRANSPORT INTEGRATION FACILITIES AT BANDUNG RAILWAY STATION

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ABSTRAK

Penelitian ini mengevaluasi draft Perencanaan dan Evaluasi Fasilitas Integrasi Angkutan Umum yang Terkoneksi dengan Stasiun Kereta Api Tahun 2024 dengan objek penelitian di Stasiun Kereta Api Bandung. Penelitian menggunakan pendekatan kuantitatif dan kualitatif melalui analisis Level of Service (LoS), Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI) berdasarkan observasi lapangan serta kuesioner pengguna. Nilai CSI sebesar 85% menunjukkan tingkat kepuasan pengguna dalam kategori sangat puas. Hasil IPA mengidentifikasi penunjuk arah, informasi jalur evakuasi, fasilitas penyandang disabilitas, dan sistem pengawasan CCTV sebagai prioritas utama perbaikan karena memiliki tingkat kepentingan tinggi namun kinerjanya belum optimal. Secara keseluruhan, draft pedoman dinilai relevan dan layak digunakan sebagai instrumen evaluasi.

Kata kunci: integrasi angkutan umum, fasilitas integrasi, level of service importance performance analysis, customer satisfaction index

ABSTRACT

This study evaluates the performance of public transportation integration facilities at Bandung Railway Station by referring to the Draft Guidelines for the Planning and Evaluation of Public Transport Integration Facilities Connected to Railway Stations (2024). The research applies quantitative and qualitative approaches through Level of Service (LoS), Importance–Performance Analysis (IPA), and Customer Satisfaction Index (CSI) based on field observations and user questionnaires. The CSI value of 85% indicates a very high level of user satisfaction. The IPA results identify wayfinding signage, evacuation route information, facilities for persons with disabilities, and the CCTV surveillance system as priority areas for improvement due to their high importance but suboptimal performance. Overall, the draft guidelines are considered relevant and suitable for use as an evaluation instrument.

Keywords: Public Transport Integration, Integration Facilities, Level of Service, Importance Performance Analysis, Customer Satisfaction Index