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INTERNATIONAL JOURNAL OF SOCIAL SERVICE AND
RESEARCH
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Muhammad Luay Ghozy Rizq
Department of Public Administration Faculty of Administrative Science,
Universitas Indonesia
Email: [email protected]
Abstract
KRL Commuter Line is one of the dominant modes of public transportation
used by the public in the Jabodetabek area, including
commuting from the Bekasi area to Jakarta and vice versa. The KRL Jabodetabek Bekasi-Jakarta city line is one of the busiest
KRL lines. This study aims to describe the usability aspects as well as the
convenience and comfort aspects in order to evaluate the quality of the KRL
commuter line based on the user's point of view. This study uses quantitative
methods and descriptive analysis. The results showed that during the Covid-19
pandemic, the quality of service level of the KRL Jabodetabek Bekasi-Jakarta city line was quite adequate category.
Therefore, it can be concluded that the majority of users consider that the
aspects of availability and aspects of convenience and comfort are adequate in
the services of KRL Jabodetabek Bekasi Jakarta city
line.
Keywords: KRL; Bekasi Jakarta City Line; Users; Quality
of Service; Covid-19 Pandemic Period
Received 20
November 2021, Revised 30 November 2021, Accepted 10 December 2021
Introduction
The increasing number of residents in the DKI Jakarta
Province has led to an increase in motor vehicle users. In the past ten years
(2010-2020), the population of DKI Jakarta has increased by approximately
954,000 people, an average of 88,000 people per year. According to the 2020
census, the population of DKI Jakarta in September 2020 was 10.56 million (BPS
DKI Jakarta, 2021). This increase causes congestion that can affect economic
and social activities in the city of Jakarta (Handayani,
Afriyanti, and Suryandari,
2021). According to data from the Tom Traffic Index, Jakarta's congestion level
in 2020 is 36%. Therefore, one of the public services that the DKI Jakarta
Provincial Government must provide is the public service in the transportation
field. Public transportation is one of the important issues that city managers
must consider to support the accessibility and mobility of their citizens in
the city�s daily activities (Zakiyah and Fadiyah, 2020).
The public as users certainly wants a high-quality public
transportation system. Starting from the availability of the fleet that matches
the number of passengers, the quality of traffic and timely travel time that
can provide comfortable, clear and easily accessible information services are
an overview of public expectations regarding the ideal transportation system
that the government should implement (Irjayanti et
al., 2021). Therefore, the public transportation system provided by the
government must be reliable, efficient, and effective. Effective transportation
means that the transportation system achieves unified or integrated
transportation capabilities with other transportation methods in an orderly,
regular, smooth, fast, accurate, safe, comfortable, and economical manner. At
the same time, the efficiency is higher in the sense of lower public burden and
higher utility as users of transportation services (Ariesandi,
Resita, & Salsabila, 2020).
The development of public transportation services in DKI
Jakarta began in 2004, where the DKI Jakarta Provincial Government issued a
policy in the form of the operation of Transjakarta.
Following that, in 2007 the Provincial Government of DKI Jakarta issued a
policy related to public transportation through the Regulation of the Governor
of the Special Capital Region of Jakarta No. 103 of 2007 concerning Macro
Transportation Patterns. The governor's regulation contains directions for the
development of the macro transportation system in DKI Jakarta through the
development of the priority bus network (Transjakarta),
Light Rapid Transit (LRT), and Mass Rapid Transit (MRT), also known as the
Integrated Raya Mode. A decade later, the DKI Jakarta Provincial Government
began to realize the MRT operational policy in 2019 (Nugrahani
and Yudhistira, 2020).
�� �Since the Covid-19 pandemic hit in early March
2020, the transportation sector has been one of the most affected with a 15.04
percent decline rate throughout 2020 (Andriani,
2021). More specifically, for the MRT, the total number of passengers in
January 2020 reached 85,000 thousand people per day, until April 2020 it fell
to 5,000 passengers per day or 94.11% compared to January 2020. Then the Integrated
Railroad (LRT) also experienced similar conditions. not much different.
Normally, in January 2020 there are around 3,800 people per day but until April
15, 2020 only 264 people per day. Where down about 93.05%. At the same time,
the third decline in passengers, namely KRL (Commuter Line) where the
percentage of passengers decreased by 78.69% or equivalent to 1,830 thousand
passengers per day until April 15, 2020. For Transjakarta
services until April 15, 2020, the number of users decreased by approximately
83,000 thousand people per day.
The decline was driven by the transportation policy that
the DKI Jakarta Provincial Government is trying to implement related to
Covid-19, namely by presenting various capacity limitation policies and strict
enforcement of health protocols in all types of public transportation. Even so,
the Jabodetabek Transportation Management Agency
(BPTJ) of the Ministry of Transportation always tries to coordinate and create
new policies that ensure that public transportation is safe, comfortable,
healthy and environmentally friendly and strictly enforces health protocols (Suryanto, 2021). This is also supported by the DKI Jakarta
Transportation Agency, which drafts various rules so that people can still use
public transportation safely and comfortably.
However, the new policies and rules imposed by the DKI
Jakarta Provincial Government in the field of public transportation have not
been able to guarantee the availability of satisfactory services for the user
community. Therefore, an assessment is needed from the user's point of view
which is intended to be an improvement material in improving the quality of
public transportation services in the future. This study focuses on the Jabodetabek Electric Rail Train (KRL) with a case study on
the Bekasi Jakarta City line. KRL Jabodetabek is one
of the public transportation modes that people use for the Jakarta route from
or to supporting cities such as Bogor, Tangerang, and Bekasi. In its operation,
the KRL Commuter Line has stations, as a place to pick up and drop off
passengers using rail transportation services, with a total of 80 stations for
6 lines. The KRL Jabodetabek is an alternative
transportation that is cheap, accessible to the public, has extensive operational
services, and is technologically easy when compared to other 'train' models.
The large number of passengers for the KRL Jabodetabek Bekasi-Jakarta city line shows that the KRL
mode of transportation is the main choice of transportation for people in this
region. This condition can also affect the user's point of view on the quality
of services provided, especially from aspects that are felt directly by the
user, namely availability and convenience and comfort. Therefore, the purpose
of this study was to determine the quality of services for KRL Jabodetabek Bekasi-Jakarta city line in order to increase
user satisfaction. In addition, another objective is also to provide
recommendations in making policies related to the needs of the KRL Jabodetabek Bekasi-Jakarta city line that are in line with
community expectations.
Method
In this study, the approach we use is a quantitative
approach. The framework of thinking used in this research is deductive
reasoning, which is a thought that starts from the general and is then narrowed
down to become more specific. The variable that will be tested in this study is
the quality of services derived from the theory of Transit Quality of Services
proposed by Kittleson, et al (2013) with 2 dimensions
consisting 10 sub-dimensions. This type of research based on the objective is a
descriptive study in which this study aims to describe the quality of services
for KRL Jabodetabek Bekasi Jakarta city line during
the Covid-19 pandemic from the user's point of view. This type of research
based on benefits is research purely for academic purposes. This type of
research based on the time dimension is a cross-sectional study. Then the type
of research based on data collection techniques is quantitative data collection
techniques, namely by using a questionnaire instrument whose distribution is
carried out using online survey techniques.
The population in this study is the community of service
users the KRL Jabodetabek Bekasi Jakarta city line
who routinely carry out commuter activities during the Covid-19 pandemic. The
sample selected in this study was determined as a target sample of 48 samples.
Furthermore, the data that has been obtained will go through the analysis
stage. In this study, researchers used quantitative data analysis techniques.
The first quantitative data analysis carried out by the researcher was
univariate data because it only used one variable with an ordinal scale. The
next quantitative data analysis used is descriptive method with a measure of
mode data concentration.
Source:
Obtained from Primary Data, 2021
In all sub-dimensions on the availability dimension,
most of them are in the quite adequate category. The sub-dimension of capacity
availability shows the highest adequate percentage of 70.8%, while the sub-dimension
of information availability has the smallest percentage of 60.4%. Overall, the
level of availability the quality services for Jabodetabek
KRL during the Covid-19 pandemic was in the quite adequate category, which was
62.5%. The four sub-dimensions that exist are a manifestation of the level of
availability in spatial, temporal, information, and capacity aspects that can
determine the quality services for KRL Jabodetabek
Bekasi Jakarta City Line from the user's point of view during the Covid-19
pandemic.
In the sub-dimension of spatial availability related
to the review of availability in transit services that can affect a prospective
passenger to use a transit service, as many as 68.8% (33 respondents)
considered it quite adequate. At the same time the remaining 31.3% (15
respondents) considered it adequate. In the temporal availability sub-dimension
related to a review of the time or schedule for the availability of transit
services that will make it easier for passengers to choose a travel schedule,
as many as 68.8% (33 respondents) chose quite adequate. While the remaining
22.9% (11 respondents) answered that they were adequate, and continued with the
answers of respondents who chose inadequate as many as 8.3% (4 respondents).
In the sub-dimension of information availability it is related to reviewing the interests of
passengers to find out information on how to use transit services, service
access procedures, explanations of destinations and information on departing and
arriving scheduling, as many as 60.4% (29 respondents) chose quite adequate.
While the remaining 37.5% (18 respondents) answered that they were adequate,
and continued with the answers of respondents who chose inadequate as much as
2.1% (1 respondent). In the sub-dimension of capacity availability related to
the availability of an adequate amount of transit capacity and in line with
maintenance efforts on passenger loads which can be an important factor in
providing the expected quality of service, as many as 70.8% (34 respondents)
chose quite adequate. At the same time, the remaining 18.8% (9 respondents)
answered adequate, and continued with the answers of respondents who chose
inadequate as many as 10.4% (5 respondents).
Source: Obtained from Primary
Data, 2021
In
all the sub-dimensions of the comfort and convenience dimension, most of them
are in the quite adequate category. The safety and security sub-dimension shows the highest adequate percentage of 75.0%, while the
passenger loading sub-dimension has the lowest percentage, which is 52.1%.
Overall, the level of convenience and comfort in the quality of services the
KRL Jabodetabek Bekasi Jakarta City Line during the
Covid-19 pandemic is in the quite adequate category, which is 62.5%. The six sub-dimensions
that exist are a manifestation of the level of convenience and comfort in
aspects of passenger loading, reliability, travel time, safety and security,
cost, and appearance and comfort which can determine user ratings of the
quality of services for KRL Jabodetabek during the
Covid-19 pandemic.
Based
on the graph above, in the passenger loading sub-dimension related to passenger
comfort, it is determined by the passenger load capacity in the carriage, as
many as 52.1% (25 respondents) chose quite adequate. At the same time, the
remaining 31.3% (15 respondents) answered inadequately, and continued with the
answers of respondents who chose adequate as many as 16.7% (8 respondents).
Thus, it can be concluded that the KRL Jabodetabek
Bekasi Jakarta City Line has not been able to meet the indicators in the
passenger loading sub-dimension, namely that the passenger load in one
transport has been adjusted during the Covid-19 pandemic and the comparison of
the number of passengers with seating capacity according to health protocols
has been ideal during the pandemic. Covid-19.
In
the sub-dimension of reliability related to service performance which includes
timeliness and regularity of the distance between successive transit
transports, 72.9% (35 respondents) chose quite adequate. At the same time, the
remaining 14.6% (7 respondents) answered adequate, and continued with the
answers of respondents who chose inadequate as many as 12.5% (6 respondents).
Thus, the KRL Jabodetabek has met the reliability
sub-dimension indicator that affects the amount of time passengers spend
waiting at transit stations and the consistency of the arrival time of
passengers to their destination every day.
In
the time travel sub-dimension (travel time) related to the total travel time
required by passengers, it includes travel time from the place of origin to the
transit stop, time to wait for transit, travel time in transit, travel time
from the stop of transit to the destination, as well as the time taken required
to make transfers between routes during the trip. A total of 62.5% (30
respondents) chose quite adequate. At the same time, the remaining 35.4% (17
respondents) answered adequate, and continued with the answers of respondents
who chose inadequate as much as 2.1% (1 respondent). Thus, the KRL Jabodetabek has met the indicators on the time travel
sub-dimension, namely in the form of a shorter travel time than other
transportation alternatives during the Covid-19 pandemic, and the frequency of
arrivals during the Covid-19 pandemic.
In
the sub-dimension of safety and security (safety and security) related to the
potential for contracting disease while using transit and the potential for
crime while using transit, 75.0% (36 respondents) chose quite adequate. At the
same time, the remaining 22.9% (11 respondents) answered adequate, and
continued with the answers of respondents who chose inadequate as much as 2.1%
(1 respondent). Thus, the KRL Jabodetabek has not
fulfilled one of the indicators in the safety and security sub-dimension,
namely safety related to the guaranteed health of passengers during the
Covid-19 pandemic.
In
the sub-dimension of costs related to service fees and the value of using
transportation to the costs incurred when using other transportation modes,
60.4% (29 respondents) chose quite adequate. While the remaining 37.5% (18
respondents) answered adequate, and 2.1% (1 respondent) chose the inadequate
answer. Therefore, the KRL Jabodetabek has met the
indicators on the cost sub-dimension, namely transportation rates that are
affordable and in accordance with the quality obtained during the Covid-19
pandemic, as well as transportation fares according to the quality obtained
during the Covid-19 pandemic.
The
appearance and comfort sub-dimension relates to
transit services that have clean and attractive stops, stations, and transit
vehicles. A total of 66.7% (32 respondents) chose quite adequate. At the same
time, the remaining 29.2% (14 respondents) answered adequate, and continued
with the answers of respondents who chose inadequate as many as 4.2% (2
respondents). Thus, it can be concluded that the health support facilities at
the KRL Jabodetabek station are still inadequate.
Thus, the KRL Jabodetabek has not met the indicators
in the appearance and comfort sub-dimension, namely in the form of
transportation conditions during the trip to avoid noise and odors during the
Covid-19 pandemic.
Conclusion
The level of quality of services for the KRL Jabodetabek
Bekasi Jakarta city line from the point of view of users during the Covid-19
pandemic is in a quite adequate category. The dimensions used in this study are
the dimensions of usability and comfort and convenience. The availability
dimension includes sub-dimensions such as space availability, time
availability, information availability, and capacity availability. At the same
time, the dimensions of comfort and convenience include sub-dimensions such as
passenger capacity, reliability, travel time, security, cost, appearance, and
comfort. With reference to the existing dimensions, it can be seen that the
usability dimension is at the same level as the comfort and convenience
dimensions, which is 62.5%. This shows that passengers can obtain the
availability of space, time, information and capacity when using KRL Jabodetabek.
In addition, it can be concluded that passengers feel that the KRL Jabodetabek
service organized by PT KCI provides comfort and convenience for them in terms
of passenger load, reliability, travel time, security and safety, cost, as well
as physical appearance in the carriages and KRL stations.
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