STRATEGI PELAYANAN PENINGKATAN KUALITAS KINERJA PADA MASA PANDEMI COVID-19 DI STASIUN TAWANG SEMARANG BERDASARKAN ANALISIS SWOT

Abstract

Tawang Semarang Station is included in the large class type A. To determine the performance of station services carried out during the COVID-19 pandemic, which is optimal based on the level of satisfaction of service users with the services of Tawang Semarang Station. Minimum Service Standards, abbreviated as SPM, are the minimum service standards that must be met by service providers in providing services to service users, which must be equipped with benchmarks used as guidelines for service delivery and a reference for assessing service quality as obligations and promises of service providers to the community in the context of quality service, fast, easy, affordable and measurable. As is the case with PT KAI (Persero) Operational Area (Daop) 4 Semarang Tawang Station where SPM checking facilities have been carried out. This study uses quantitative and qualitative methods with SWOT analysis to determine internal factors and external factors that can affect service effectiveness and to determine the performance quality of Semarang Tawang Station. The internal factors in question are strong (S) and weak (W), while external factors are opportunities (O) and threats (T). The results of the analysis of service performance in improving the quality of performance obtained a Strength-Opportunity strategy by using strength to take advantage of all existing opportunities so that the company can have an advantage over other companies' competition.