ANALISIS IMPLEMENTASI KEBIJAKAN PENINGKATAN MUTU PELAYANAN PT. KERETA API INDONESIA DAERAH OPERASI 3 CIREBON (STUDI KASUS DI STASIUN KEJAKSAN KOTA CIREBON)

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The study authors, entitled "Analysis of Quality Improvement Policy Implementation Services
PT. Indonesia Railway Operation Zone 3 Cirebon (Case Studies in Cirebon city Kejaksan
Station) ". This research was conducted and aimed to analysis mendskripsikan peningkataan
policy implementation in the standardization of the quality of service station facilities at PT.
Indonesia Railway Operation Zone 3 Cirebon (Case Studies in Cirebon city Kejaksan
Station). Background to this research is the standard realization station facilities seen only
run 92% of the facilities for passengers such as elevator / escalator, locker, book store /
souvenir facilities have not been adjusted to standard stations and station facilities seen the
standard realization of facilities for supporting facilities not run seen from venue rental sales
/ counter magazines, department stores, pharmacies, beauty salons, relaxasi space (s), the
hotspot has not adjusted to the standard station facilities. This study aimed to determine the
extent to which the policy of improving quality of care PT. Indonesia Railway Operation Zone
3 Cirebon (Case Studies in Cirebon city Kejaksan Station) in the standardization of Cirebon
city kejaksan station facilities, as well as any efforts to overcome the obstacles and barriers
that exist in implementing the policy of improving quality of care.
The research method used is descriptive qualitative method approach, the study took place at
PT. Indonesia Railway Operation Zone 3 Cirebon (Case Studies in Cirebon City Kejaksan
Station), while the informants in this study were all employees Kejaksan Station Cirebon,
from head Kejaksan Station, Station Services Supervisor, Perka Supervisor, Assistant
Manager Services Daop 3 Cirebon and community service users Railways. Data collection
techniques used are literature study, observation, and in-depth interviews, analysis of data is
done through data reduction, data display, and verification and conclusion. While testing the
validity of the data is done using the technique of triangulation.
Implementation of policies that are used theory is the theory of Edward III, which consists of
4 factors:
1. Communication 2. Sources 3. Disposition 4. Bureaucratic Structure