TAF PUBLISHING

This research is motivated by the phenomenon of service problems that have not been maximized at PT KAI Daop 2 Bandung for people with disabilities, breastfeeding mothers, and the elderly. Through an organizational development strategy in improving the quality of rail transportation services at PT KAI Daop 2 Bandung, it aims to realize the expectations of rail service users to get maximum service, and PT KAI Daop 2 Bandung is able to become one of the cheapest means of transportation with services that cover all layers of society in West Java. This study uses the theory of organizational development proposed by Edward Hampton. According to Edward Hampton (Organization Development at Work, 2003-28.29), it is clear that the dimensions of sustainable organizational development, namely systematic, empathetic and competent, have a positive and very large impact on organizational development at PT KAI Daop 2 Bandung. lo The researcher used the descriptive analysis method with a case study approach. Data collection techniques were carried out through interviews, observations, literature studies and document studies. The strategic analysis carried out in this study uses TOWS analysis, with the final result being to produce an organizational development strategy in improving the quality of rail transportation services at PT KAI Daop 2. The results of this study are 1). PT KAI developing an organization is not enough with just three variables, the Coordination dimension in organizational development is needed to improve service quality at PT KAI. In an organization, every leader needs to coordinate activities to its members, aiming to launch tasks and authority. Organizational development in improving Railway transportation services is always far-sighted. This requires determination and initiative to always be open to new opportunities, revitalize competitiveness, renew competencies, and develop a sustainable business foundation. 2). The results of the TOWS analysis are in Quadrant I so that the strategy applied is systematic organizational development, has a sense of empathy, competence and coordination. Without coordination in each work, the company's goals will not be achieved.