Analisis Manajemen Pelayanan Publik Bagi Pengguna Kereta Api LRT di Kota Palembang

Abstract

The aim of this study is to analyze the public service management for LRT train users in Palembang based on the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 63 of 2019 and analyze what factors are being obstacles that affect the effectiveness of the quality of public services for LRT train users in Palembang. This research is a descriptive qualitative research. The primary data collection procedure was carried out with in-depth interviews with employees, managers and LRT train users in Palembang. While secondary data is taken from data in the LRT management section in Palembang. The technique in determining informants is done by snowball sampling method. The results of this study indicate that the public services provided by LRT’s employees in Palembang are in accordance with operational standards (SOP) and refer to PM Number 63 of 2019. The services provided are related to PM Number 63 of 2019 with service indicators which include safety, security, reliability, comfort, convenience and equality. The minimum service standard has been met by LRT as a service provider in providing services to service users. Based on the results of the questionnaire expected 30 respondents taken randomly from a number of LRT train passengers in the city of Palembang around 85% of respondents stated that they were very satisfied with the services provided by LRT. The factors or obstacles that affect the effectiveness of services are found in the ticket sales system service indicators that are still manual.