Penerapan Inovasi Access by KAI dalam Transformasi Pelayanan Publik pada PT KAI (Persero) Divisi Regional II Sumatera Barat
DOI:
https://doi.org/10.47134/villages.v5i1.91Keywords:
Access by KAI, Transformasi pelayanan publik, InovasiAbstract
Penelitian ini dilatar belakangi oleh perubahan pelayanan di PT KAI (Persero) melalui aplikasi Access by KAI sebagai sarana penyedia layanan pembelian tiket kereta api. Penelitian ini bertujuan untuk melihat sejauh mana penerapan inovasi Access by KAI serta kendala-kendala yang dihadapi dalam penerapan inovasi Access by KAI tersebut. Jenis penelitian ini kualitatif dengan menggunakan metode deskriptif. Pengumpulan data dilakukan melalui wawancara, dan studi dokumentasi. Untuk menguji keabsahan data, diterapkan Teknik triangulasi sumber dan Teknik analisis data melibatkan reduksi data, penyajian data, dan penarikan kesimpulan. Temuan studi menunjukan bahwa penerapan inovasi Access by KAI ini sudah cukup membantu penumpang dengan beberapa fitur tambahan didalamnya, dan transformasi pelayanan cukup berubah signifikan setelah adanya inovasi ini, akan tetapi masih ada masalah informasi kursi yang tidak jelas dan aplikasi sering logout dari penerapan Access by KAI di PT KAI (Persero) Divre II Sumatera Barat.
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