Evaluasi Fasilitas Ruang Tunggu Untuk Peningkatan Kualitas Pelayanan Dengan Pendekatan Mikro Dan Makro Ergonomi Di Stasiun Kereta Api Malang

Abstract

The train station in Malang is one of the stations under the supervision of PT. Kereta Api Indonesia (Persero), which is engaged in the business of providing land transportation services. The large number of transportation service providers encourage competition between transportation service providers to provide good service to satisfy consumer desires. Service quality and condition of facilities available at railway stations in Malang, especially the waiting room section, still do not meet the Minimum Service Standards for People Transportation by Train based on the Minister of Transportation Regulation No. PM 9 on February 8, 2011. Therefore it is necessary to identify and evaluate the condition of waiting room facilities and the analysis and evaluation carried out to improve service quality with a Micro and macro ergonomics approach. With the Micro Ergonomics approach there will be proposed improvements to overcome work environment problems (air temperature and sound intensity level) in the train station waiting room. With the Ergonomics Macro approach a work system will be redesigned in the train station waiting room section that can be implemented by the train station manager. This study aims to identify, analyze problems and propose improvements to the condition of facilities in the waiting room section with a Micro and macro ergonomics approach to improve service quality at the Railway Station in Malang. This study describes the condition of facilities in the Railway Station waiting room in Malang through a questionnaire distributed to train service users. By knowing these conditions, a measurement of the working environment conditions is carried out on the train station waiting room. Obtained results of air temperature measurements in the waiting room area ranged from 31-35.3oC and the level of sound intensity in the waiting room section ranged from 66.8 to 88.1dB. Then the problem solving using the Macro Ergonomics approach using the MEAD method (Macro Ergonomic Analysis and Design) through ten stages of the process and obtained alternative selection results, namely repairs and procurement of facilities in the waiting room, officer training at the railway station and improvement of culture or passenger habits . From this study, a proposal to improve the waiting room facilities at the railway station in Malang was proposed which could be implemented by the management of PT. Kereta Api Indonesia (Persero) to improve the service quality of the train station.