Frontliner Services In PT KAI Commuter Jabodetabek New Klender Station, East Jakarta

Service excellent will produce satisfaction for customers. Many companis now are

providing the best service to get consumers satisfaction. This research is to find out

the implementation of service excellent provided by the frontliner officer PT KAI

Commuter Jabodetabek at Klender Baru Station in East Jakarta. The research

conducted through qualitative method from January to February 2017. Frontliner

officer who became the main service at PT KCJ in Klender Baru Station is divided

into several parts including: Officer Counters, Announcer, Passager Service and

Inside Security Officer (PKD). The results show that PT KCJ has a good service

procedure, and also shown through the report that PT KJC has less complaint from

the passenger. Nevertheless, service excellent implementation is still facing the

obstacles, such as train travel disturbance, queue at the counter, and lack of seats to

wait for the train. Suggestions for PT KCJ to add train travel and additional facilities

such as seats and gate-in gate-out Machines

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