Peranan Unit Angkutan Penumpang dalam Meningkatkan Kepuasan terhadap Pengguna Jasa Kereta Api Stasiun Medan

Abstract

Trains are a common form of land transportation in Indonesia, including in Medan, as they are considered safe and comfortable by the local community. The comfort experienced by train passengers, or commonly referred to as customers, is a result of the high-quality service provided by the railway staff. One of the key personnel responsible for directly interacting with passengers is the Passenger Transportation Unit of the Regional Division I in North Sumatra. The objective of this research is to examine the role of the Passenger Transportation Unit in enhancing passenger satisfaction and to identify the promotional strategies employed when there is a decline in the utilization of train services at Medan Station. The research methodology employed for this study is descriptive, which includes conducting a literature review or library research. In this process, the researcher searches for relevant information through various sources such as the internet, websites, books, and articles. Additionally, data collection is carried out through field research, which involves conducting face-to-face interviews with the Passenger Transportation Unit, individuals involved in the management of PT. KAI (Indonesian Railways) Regional Division I in North Sumatra, and passengers at Medan Station. The research findings highlight the important role played by the Passenger Transportation Unit, which includes providing excellent service to ensure passengers' journeys are well-served from their departure station to their destination. The unit also conducts regular surveys, typically every semester, by directly interviewing passengers and administering questionnaires to gather data on service quality and identify areas for improvement. Furthermore, the unit promptly responds to passenger complaints and offers additional facilities to cater to passengers' needs. These findings contribute to a better understanding of the Passenger Transportation Unit's contribution in enhancing passenger satisfaction and addressing declining usage of train services in Medan.