Evaluasi Kinerja Fasilitas Stasiun Jember Berdasarkan Standar Pelayanan Minimum Menggunakan Metode IPA dan OLR

Abstract

This study was motivated by the fact that facilities at Jember Station do not yet fully meet the Minimum Service Standards (PM 63 of 2019), such as the parking area, waiting room, and restrooms. The objectives are to assess the facilities’ performance against the Minimum Service Standards, determine improvement priorities using Importance Performance Analysis (IPA), and identify facilities that significantly influence passenger satisfaction using Ordinal Logistic Regression (OLR). The study employs a quantitative approach through field observations and a questionnaire administered to 200 respondents who use Jember Station’s services, utilizing purposive sampling and the Slovin formula. The validity and reliability of the instruments were tested, and the data were analyzed using Importance-Performance Analysis (32 indicators) and Ordinal Logistic Regression (32 independent variables, 6 dependent variables) via SPSS. Observations showed that the level of facility compliance with the Minimum Service Standards (SPM) was 84%, with several facilities not yet meeting the standards (assembly point, security personnel, boarding, restrooms, prayer room, parking, accessibility for people with disabilities, and a dedicated ticket counter for people with disabilities). The IPA analysis identified 6 top-priority attributes (CCTV, waiting room, restrooms, information on service disruptions, parking, and pedestrian and disability access), while OLR identified 9 attributes with a significant impact on passenger satisfaction (health facilities, platform facilities, security personnel, train arrival information, no-smoking information, travel disruption information, signage or directional indicators, dedicated access for people with disabilities, and nursing room facilities). The facilities at the new Jember Station currently meet only 84% of the SPM standards and require improvements in 6 IPA priority attributes and 9 significant OLR attributes. It is recommended to install a misting system in the waiting area, add a canopy over the parking area, expand the restrooms and prayer room, and improve facilities for people with disabilities to optimize passenger satisfaction.