Correct existing weaknesses

Oct 13, 2025 by magicalceylontours.com 70 views

Strategy for Improving Service Quality at PT. Kereta Api Indonesia (Persero) Divre I North Sumatra

Introduction

The train is one of the most popular modes of transportation in Indonesia, but it still faces stiff competition from other modes of transportation such as airplanes and buses. To stay ahead of the competition, PT. Kereta Api Indonesia (Persero) Divre I North Sumatra must continuously improve and enhance its service quality to attract more passengers. This study aims to identify the factors that shape the strengths, weaknesses, opportunities, and threats of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra and design strategies to improve the quality of services.

Background

The train is a vital mode of transportation in Indonesia, connecting people from one place to another. However, the train industry faces many challenges, including competition from other modes of transportation, limited infrastructure, and high operating costs. To overcome these challenges, PT. Kereta Api Indonesia (Persero) Divre I North Sumatra must focus on improving its service quality to attract more passengers and increase revenue.

Methodology

This study uses a qualitative method with descriptive techniques, including data reduction, data presentation, and drawing conclusions through SWOT analysis. The data was collected through a survey of passengers and employees of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra. The results of the study show that the internal factor analysis matrix (IFAS) and the external factor analysis matrix (EFAS) consist of strength factors such as safety, ticket prices, employee skills and abilities, and adequate facilities. Meanwhile, weaknesses include infrastructure, public services, service performance, and timeliness.

Results

The results of the study show that the quality of service at PT. Kereta Api Indonesia (Persero) Divre I North Sumatra is in quadrant I, which shows that the design of the situational strategy is very profitable with the opportunities and strengths available. In this condition, the strategy that must be applied is to support the aggressive growth strategy (growth-oriented strategy).

Additional Analysis and Explanation

By understanding the strengths and weaknesses that exist, PT. Kereta Api Indonesia (Persero) Divre I North Sumatra can focus on developing better services. The main power such as safety and variations in ticket prices should be the focus in marketing campaigns, to show the public that trains are a safe and affordable transportation option.

However, the company must also face and correct existing weaknesses. For example, to improve infrastructure and timeliness, companies can conduct routine evaluations and repairs to the railroad tracks, as well as increasing training for employees so that they can provide faster and responsive services.

From the point of view of opportunities, utilizing modern technology, such as online ticket booking applications and train tracking features, can increase comfort for consumers. Companies can also develop loyalty programs for permanent customers to increase customer satisfaction and trust.

Finally, in dealing with the threat of competition from other modes of transportation, it is important for PT. Railroad Indonesia to continue to innovate in prices and services. Promotional price offers, as well as increased travel experience, can be a surefire strategy to attract more passengers.

Conclusion

In conclusion, with a systematic approach and the right strategy, PT. Kereta Api Indonesia (Persero) Divre I North Sumatra can improve the quality of services and competitiveness in the transportation market. The company must focus on developing better services, correcting existing weaknesses, utilizing modern technology, and innovating in prices and services to stay ahead of the competition.

Recommendations

Based on the results of this study, the following recommendations are made:

Develop better services: PT. Kereta Api Indonesia (Persero) Divre I North Sumatra should focus on developing better services, including improving safety, ticket prices, employee skills and abilities, and adequate facilities.
Correct existing weaknesses: The company must face and correct existing weaknesses, including improving infrastructure and timeliness.
Utilize modern technology: PT. Kereta Api Indonesia (Persero) Divre I North Sumatra should utilize modern technology, such as online ticket booking applications and train tracking features, to increase comfort for consumers.
Innovate in prices and services: The company must continue to innovate in prices and services, including promotional price offers and increased travel experience.

Limitations

This study has several limitations, including:

Sample size: The sample size of this study is limited to passengers and employees of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra.
Data collection method: The data was collected through a survey, which may not be representative of the entire population.
Time frame: The study was conducted over a limited time frame, which may not capture the full range of factors that affect the quality of service at PT. Kereta Api Indonesia (Persero) Divre I North Sumatra.

Future Research Directions

Future research should focus on:

Conducting a larger-scale study: A larger-scale study should be conducted to capture a more representative sample of passengers and employees of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra.
Using a different data collection method: A different data collection method, such as interviews or focus groups, should be used to capture more in-depth information.
Examining the impact of service quality on passenger satisfaction: Future research should examine the impact of service quality on passenger satisfaction and loyalty.

References

PT. Kereta Api Indonesia (Persero). (2022). Annual Report.
Railway Gazette International. (2022). Indonesia's rail network expansion.
The Jakarta Post. (2022). Indonesia's train industry faces stiff competition.

Appendix

The appendix includes additional information, including:

Survey questionnaire: The survey questionnaire used to collect data from passengers and employees of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra.
Data analysis: The data analysis used to identify the factors that shape the strengths, weaknesses, opportunities, and threats of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra.
Conclusion: The conclusion of the study, including the recommendations and limitations.
Frequently Asked Questions (FAQs) about Improving Service Quality at PT. Kereta Api Indonesia (Persero) Divre I North Sumatra

Q: What are the main factors that affect the quality of service at PT. Kereta Api Indonesia (Persero) Divre I North Sumatra?

A: The main factors that affect the quality of service at PT. Kereta Api Indonesia (Persero) Divre I North Sumatra include safety, ticket prices, employee skills and abilities, and adequate facilities.

Q: What are the strengths of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra?

A: The strengths of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra include safety, ticket prices, employee skills and abilities, and adequate facilities.

Q: What are the weaknesses of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra?

A: The weaknesses of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra include infrastructure, public services, service performance, and timeliness.

Q: What are the opportunities for PT. Kereta Api Indonesia (Persero) Divre I North Sumatra?

A: The opportunities for PT. Kereta Api Indonesia (Persero) Divre I North Sumatra include customer satisfaction, ease of access for consumers, passenger capacity, and technological advances.

Q: What are the threats to PT. Kereta Api Indonesia (Persero) Divre I North Sumatra?

A: The threats to PT. Kereta Api Indonesia (Persero) Divre I North Sumatra include competition between the mode of transportation, price competition, consumer confidence, and insurance.

Q: What is the current situation of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra?

A: The current situation of PT. Kereta Api Indonesia (Persero) Divre I North Sumatra is in quadrant I, which shows that the design of the situational strategy is very profitable with the opportunities and strengths available.

Q: What strategy should PT. Kereta Api Indonesia (Persero) Divre I North Sumatra apply?

A: PT. Kereta Api Indonesia (Persero) Divre I North Sumatra should apply an aggressive growth strategy (growth-oriented strategy) to support the design of the situational strategy.

Q: How can PT. Kereta Api Indonesia (Persero) Divre I North Sumatra improve its service quality?

A: PT. Kereta Api Indonesia (Persero) Divre I North Sumatra can improve its service quality by developing better services, correcting existing weaknesses, utilizing modern technology, and innovating in prices and services.

Q: What are the recommendations for PT. Kereta Api Indonesia (Persero) Divre I North Sumatra?

A: The recommendations for PT. Kereta Api Indonesia (Persero) Divre I North Sumatra include developing better services, correcting existing weaknesses, utilizing modern technology, and innovating in prices and services.

Q: What are the limitations of this study?

A: The limitations of this study include the sample size, data collection method, and time frame.

Q: What are the future research directions?

A: The future research directions include conducting a larger-scale study, using a different data collection method, and examining the impact of service quality on passenger satisfaction and loyalty.

Q: What are the references used in this study?

A: The references used in this study include the annual report of PT. Kereta Api Indonesia (Persero), Railway Gazette International, and The Jakarta Post.

Q: What is the appendix of this study?

A: The appendix of this study includes additional information, including the survey questionnaire, data analysis, and conclusion.