PERENCANAAN ULANG DESAIN HALTE DI KOTA PEKANBARU BERDASARKAN ANALISIS CUSTOMER SATISFACTION INDEKS (CSI) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS : HALTE AWAL BROS)

Bus stops are facilities for dropping off and picking up passengers, as a place to wait for buses. One type of bus stop lots of passengers is Awal Bros Bus Stop, where 4 bus corridors pass through this bus stop. The number of passengers at this bus stop reaches 871 passengers a day, with the highest number of passengers being 49 people per 15 minutes, so it cannot accommodate all passengers with the bus stop 4.85 m x 2.5 m. Research needs to be carried out aim of increasing comfort for passengers while waiting for the bus to arrive.
The method to analyze service quality is Customer Satisfaction Index (CSI) data analysis method determine the level of satisfaction and Importance Performance Analysis (IPA) determine improvement priorities. The results of the analysis, known satisfaction ratings, users are satisfied with the Awal Bros bus stop by 60.4%. Service improvements are from indicators in quadrant I of IPA results, lighting, information regarding security disturbances, cleanliness, bus stop area, facilities for easy boarding and disembarkation of passengers, special space for wheelchairs/disabilities, and floor slope and floor texture. Furthermore, improvements were made by adding 10 lighting lamps, information facilities regarding security disturbances, 5 rubbish bins, widening the bus stop area to 11 m x 6 m, Height of the bus door to 1.1 m, adjusting size of the flat top of the ramp for access. wheelchairs into the bus stop, and the ramp is 6 degrees outside the building and 7 degrees inside the building.

Kata Kunci : Pekanbaru City, Awal Bros Bus Stop, Satisfaction Level