EVALUASI KINERJA PELAYANAN DAN KEPUASAN PENGGUNA TERMINAL CANGKIRAN TIPE C KOTA SEMARANG

Cangkiran Station seems to be a vital transportation hub for the Cangkiran sub-district area. It serves various urban transport trips and BRT Trans Semarang corridors, including corridor four with the Tawang - Cup route and corridor eight with the Simpang Lima - Gunung Pati - Cupan route. Additionally, it provides urban transportation with the Pasar Jerakah-Cangkiran-Pasar Boja route, which makes it widely used by public transportation. All in all, it plays an essential role in delivering public transportation services to the community
The aim of this study is to investigate the current state of facilities at the Type C Station in Semarang City in accordance with the standard PM 40 of 2015 Passenger and Road Transport Terminal Operators. Our goal is to ascertain the level of significance and service quality of terminal facilities from the perspective of terminal users, utilizing IPA analysis (Importance Performance Analysis), GAP and IKM (Community Satisfaction Index) analysis. We hope to provide recommendations for improving services at the Semarang City Cup Type Station based on our findings
I learned that to measure priorities for improving service performance and satisfaction of terminal users, an inventory analysis of the existing condition of terminal facilities can be conducted using the IPA method. This involves mapping infrastructure into 4 priority quadrants based on terminal user preferences and analyzing them with GAP analysis to determine performance and the importance of a variable. The IKM method, which is calculated using the "weighted average value" of each service element, is then used to determine community satisfaction index. It's interesting to note that in calculating the public satisfaction index for the service elements studied, each service element has the same weight.
The method that can be used to measure priorities for improving service performance and satisfaction of terminal users is an inventory analysis of the existing condition of terminal facilities which is IPA (Importance Performance Analysis), namely by mapping infrastructure into 4 priority quadrants according to terminal user preferences and then analyzing them with GAP analysis to determine performance and the importance of a variable and finally using the IKM (Community Satisfaction Index) method which is calculated using the "weighted average value" of each service element. In calculating the public satisfaction index for the service elements studied, each service element has the same weight.
The analysis of Cangkiran Station facilities shows that while some amenities like ticket sales counters and waiting rooms are in good condition, their utilization and location are not appropriate as per user expectations. The community satisfaction index, however, indicates that ticket sales counters have been able to provide satisfaction. To improve community satisfaction, it is recommended to improve the utilization and facilities of other amenities like Public Vehicle Light Repair facilities, Prayer Facilities/Musholla, and places for boarding/dropping passengers. This will help bridge the gap between user expectations and the existing conditions, especially since this facility is in the first priority quadrant.

Keywords : Station, Importance Performance Analaysis, GAP, IKM, Faicility