Tujuan Penelitian adalah untuk mengetahui Bagaimana Peranan Customer Service PT. Kereta Api Indonesia (Persero) Daerah Operasi 2 Bandung Dalam Memberikan Pelayanan Informasi Kepada pengguna Kereta di Stasiun Bandung. Untuk menjawab masalah penelitian diatas, maka ditetapkan Hak, Kewajiban, Sikap&Prilaku, Penampilan sebagai sub fokus untuk menganalisa fokus penelitianya itu Peranan Customer Services. Pendekatan Penelitian Kualitatif dengan menggunakan metode deskriptif. Teknik Pengumpulan data adalah wawancara, observasi, studi pustaka dan pencarian internet, dokumentasi. Informan kunci penelitian ini adalah Customer Service PT. Kereta Api Indonesia (Persero) Daop 2 Bandung terdiri dari 3 orang dengan informan pendukung 2 orang ditetapkandengan menggunakan teknik purposive sampling. Menggunakan teknik analisis data ke tahap pengumpulan data, reduksi data, dan penyajian data, penarikan kesimpulan. uji keabsahan datanya dengan triangulasi, diskusi dengan teman sejawat dan Pengamatan yang terus menerus. Hasil penelitian adalah Hak Customer service berhak memberikan informasi sesuai data yang pada sistem. Hak dalam kepercayaan memberikan pelayanan informasi khususnya di PT. Kereta Api membuahkan hasil yang dicapai.Kewajiban Bentuk SOP customer service dalam melayani pelanggan yaitu 7S senyum, sapa, salam, sopan santun siap melayani. Sikap&Prilaku ketegasan dalam berbicara customer service kepada pelanggan mudah mengerti, dilihat dari body language, intonasi suara, dan gesture.dan dilihat berdasarkan dari waiting time dan surfing time.Mengikuti Pelatihan dan Pendidikan (Diklat). Penampilan tampak sangat rapi serta memberikan pelayanan komunikasi kepada konsumen sesuai kebijakan yang ditetapkan. Kesimpulan penelitian adalah Peranan Customer Service PT. Kereta Api Indonesia (Persero) Daerah Operasi 2 Bandung dalam Memberikan Pelayanan Informasi Kepada pengguna Kereta di Stasiun Bandung dilihat telah berjalan sesuai yang direncakan baik dari sisi harus ditunjukkan Hak, dengan Kewajiban, memberikan Sikap&Prilaku, serta penampilan. Saran :Sebaiknya PT. Kereta Api Indonesia (Persero)Daop 2 Bandung menyediakan led tv dalam stasiun, tentang informasi kereta mengenai persyaratan pembatalan/mengubah jadwal keberangkatan kereta. Peneliti berharap agar Customer Service Daop 2 Bandung lebih professional dalam memberikan pelayanan informasi dan tetap menjunjung tinggi keramahan yang memuaskan kepada pelanggan, sehingga menjaga citra positif perusahaan PT. Kereta Api Indonesia (Persero).

The purpose of this study is to know the role of PT. KAI Bandung Regional Operations 2Â’s Customer Services in Providing Information to thePassengers in Bandung Train Station. There are four sub focuses analyzed in the study to answer the problems of the study stated above. The four sub focuses are: Rights, Obligations, Attitudes and Behavior, and also Appearance. These four sub focuses are examined to analyze the role of the Customer Services. This study employs qualitative research approach by using descriptive method. The data in the study are collected by conducting interview, observation, literature and internet searches, and documentation. The key informants of this study are the Customer Services of PT. KAI Daop 2 consist of three informants and two informant supporters which are determined using purposive sampling technique. In addition, data analysis technique is used in the stage of data collection, data reduction, data presentation, and conclusions. Furthermore, the validity of the data are tested by triangulation, discussions and continuous observation. The results of the study show that the Customer Services have the right to provide information according to the data on the system. The rights to have the credibility in providing information give fruition, especially in PT. KAI. The Obligations of the Customer Services according to SOP are named 7S: senyum, sapa, salam, sopan, santun, dansiapmelayani. The Customer ServicesÂ’ Attitudes and Behaviour include the clearness in speaking so that the customers can understand it easily, which are seen from the Customer ServicesÂ’ body language, intonation, gesture, and also the waiting and surfing time. Furthermore, the Appearance is seen from their neat appearance and how they provide communication services to customers according to the policy. This study concludes that the role of PT. KAI Customer Services Bandung Regional Operations 2 in Providing Information Services to the Passengers in Bandung Train Station has been progressing as planned in terms of the Rights, Obligations, Attitudes & Behavior, and Appearance. Suggestions: It is suggested for PT. KAI Daop 2 to provide LED TV in the station to provide the information of the ticket cancelationÂ’s requirements or how to change the train schedule. The researcher hope that the Customer Services Daop 2 can be more professional in providing information services and upholding hospitality satisfactory to the customers to maintain the positive image of PT. KAI

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