Standar Pelayanan Minimum Angkutan Orang Dengan Kereta Api Diperjalanan Wilayah VIII Surabaya (Studi Kasus Kereta Api Penataran)

Pemenuhan kebutuhan administrasi, barang, dan jasa dikenal sebagai pelayanan. Pelayanan menurut KBBI, adalah usaha membantu atau mengurus kebutuhan orang lain. Pelayanan publik seperti transportasi umum seharusnya mudah diakses dan memudahkan orang untuk beraktivitas. Sebagai metode transportasi darat, kereta api sangat diminati karena keunggulannya dibandingkan dengan metode transportasi lainnya. Sebagai bahan analisa Standar Pelayanan Minimum (SPM) sesuai PM No. 63 Tahun 2019 di wilayah VIII Surabaya, penelitian ini berfokus pada Kereta Api Penataran. Enam indikator digunakan dalam penelitian deskriptif kualitatif ini: keselamatan, keamanan, kehandalan, kenyamanan, kemudahan, dan kesetaraan. Berdasarkan hasil observasi didapatkan kesimpulan sebagai berikut untuk tiap indikator. Indikator keselamatan didapatkan hasil cukup baik, indikator keamanan didapatkan hasil baik tetapi masih perlu ditingkatkan seperti pengadaan CCTV di dalam kereta, indikator kehandalan didapatkan dari hasil wawancara sebagian penumpang puas dengan indikator tersebut, indikator kenyamanan perlu dilengkapi lagi seperti restorasi, pegangan penumpang berdiri yang sampai saat ini belum tersedia, indikator kemudahan didapatkan hasil yang cukup baik tetapi perlu ditingkatkan lagi tentang kadar gelap kaca yang masih relatif cerah kurang daro 40%, indikator kesetaraan didapatkan hasil sudah tergolong cukup baik ada beberapa catatan untuk kursi prioritas penyandang disabilitas harus dimaksimalkan sesuai dengan fungsinya. Hasil penelitian menunjukkan bahwa Standar Pelayanan Minimum Angkutan Orang Dengan Kereta Api Diperjalanan Wilayah VIII Surabaya (Studi kasus Kereta Api Penataran) sudah cukup baik. Pengalaman pengguna Kereta Api Penataran menunjukkan bahwa Standar Pelayanan Minimum (SPM) yang ada didalam Kereta Api sudah sesuai dengan PM 63 Tahun 2019 terkait fasilitas yang ada. Namun, manajemen Kereta Api Penataran perlu adanya penyempurnaan fasilitas yang ada didalam Kereta Api Penataran itu sendiri agar pihak pengguna merasakan kepuasaan dalam menggunakan jasa Kereta Api Penataran.

The fulfillment of administrative needs, goods, and services is known as service. Service, according to KBBI, is an effort to help or take care of the needs of others. Public services such as public transportation should be easily accessible and make it easier for people to move. As a land transportation method, trains are in high demand due to their advantages over other transportation methods. To analyze the Minimum Service Standards (MSS) according to PM No. 63/2019 in region VIII Surabaya, this research focuses on the Penataran Train. Six indicators were used in this descriptive qualitative research: safety, security, reliability, comfort, convenience, and equality. Based on the observation results, the following conclusions were obtained for each indicator. Safety indicators obtained quite good results, security indicators obtained good results but still need to be improved such as the procurement of CCTV in the train, reliability indicators obtained from the results of interviews of some passengers are satisfied with these indicators, comfort indicators need to be equipped again such as restoration, standing passenger handles which until now have not been available, convenience indicators obtained quite good results but need to be increased again about the dark level of glass which is still relatively bright less than 40%, equality indicators obtained results are classified as quite good there are some notes for priority seats for people with disabilities must be maximized according to their function. The results showed that the Minimum Service Standards for Transportation of People by Train in Region VIII Surabaya (Penataran Train case study) were quite good. The experience of Penataran Train users shows that the Minimum Service Standards (MSS) in the train are in accordance with PM 63 of 2019 related to existing facilities. However, Penataran Train management needs to improve the facilities in the Penataran Train itself so that users feel satisfaction in using Penataran Train services