EVALUASI KINERJA PELAYANAN KERETA API DI STASIUN GUBENG KOTA SURABAYA PADA ERA NEW NORMAL

Abstract

Train is one of the modes of land transportation that is in great demand by the public. Because the price is affordable, this mode of transportation can be used by various groups. In addition to the implementation of the New Normal at Gubeng Station, it is important to know the evaluation of the performance of train services at Gubeng Station, Surabaya City in the New Normal era. The aim of this research is to know the evaluation of the performance of the train service at Gubeng Station, Surabaya City in the New Normal era. The type of research used in this research is descriptive with a qualitative approach. The results of this study provide data showing that the performance of the train service at Gubeng Station in Surabaya City in the New Normal era was very good. The researcher uses Lupiyoadi's theory which uses 5 service performance indicators. From the results of the presentation of the data and also the discussion, it can be concluded that the Performance Evaluation of the Gubeng Station Railway Service in the City of Surabaya in the New Normal era is quite good with regard to very strict health protocols.