DONOVAN, MARIN VENDA (2025) ANALISIS KINERJA LAYANAN TERMINAL TIPE B KERTAJAYA TERHADAP KEPUASAN PENUMPANG MENGGUNAKAN METODE CSI DAN IPA. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.
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Abstract
Transportasi merupakan kebutuhan turunan masyarakat dalam mendukung
mobilitas dari satu titik ke titik lainnya. Terminal sebagai simpul transportasi
mempunyai peran penting dalam sistem jaringan transportasi, termasuk dalam
aspek sosial dan ekonomi kota. Terminal Kertajaya sebagai terminal tipe B di Kota
Mojokerto, memiliki peran strategis dalam menyediakan layanan yang optimal bagi
penumpang angkutan umum. Penelitian ini bertujuan untuk mengetahui tingkat
kepuasan penumpang terhadap fasilitas layanan di Terminal Kertajaya,
mengidentifikasi aspek layanan yang menjadi prioritas perbaikan dan peningkatan
layanan, serta memberikan minat masyarakat menggunakan transportasi umum.
Penelitian ini menggunakan metode Customer Satisfaction Index (CSI) untuk
mengukur tingkat kepuasan penumpang dan Importance- Performance Analysis
(IPA) untuk memetakan prioritas perbaikan fasilitas layanan. Berdasarkan hasil
analisis, tingkat kepuasan penumpang terhadap fasilitas layanan di Terminal
Kertajaya berada pada kategori “cukup puas” dengan nilai CSI sebesar 63%.
Namun, masih terdapat beberapa fasilitas yang kinerjanya masih belum sesuai
dengan PM 40 Tahun 2015 tentang Standar Penyelenggaraan Terminal Penumpang
Angkutan jalan seperti, fasilitas kesehatan, informasi keselamatan dan kesehatan,
fasilitas keamanan, jadwal keberangkatan, ruang tunggu, fasilitas peribadatan, dan
rumah makan. Rekomendasi awal yang dapat diusulkan meliputi peningkatan
fasilitas kesehatan dan petugas, penyediaan informasi digital terkait keselamatan
dan jadwal, penguatan sistem keamanan, perbaikan ruang tunggu dan fasilitas
pendukung, serta pemeliharaan berkelanjutan. Implementasi rekomendasi ini
diharapkan dapat meningkatkan kualitas layanan terminal dan mendorong peningkatan minat masyarakat dalam menggunakan transportasi umum di Kota
Mojokerto
Kata kunci: terminal, kepuasan penumpang, fasilitas layanan, transportasi umum,
evaluasi kinerja
| Item Type: | Thesis (Diploma) |
|---|---|
| Contributors: | Contribution Name Email Teacher MARDIKAWATI, S.Pd., M.Pd, BUDI UNSPECIFIED Teacher RYANTO, S.S., M.M., STEFANUS SYLVAN UNSPECIFIED |
| Uncontrolled Keywords: | Transportation is a derivative need of society in supporting mobility from one point to another. Terminals as transportation nodes have an important role in the transportation network system, including in the social and economic aspects of the city. The Kertajaya Terminal as a type B terminal in Mojokerto City, has a strategic role in providing optimal services for public transportation passengers. This study aims to determine the level of passenger satisfaction with service facilities at the Kertajaya Terminal, identify service aspects that are a priority for service improvement and enhancement, and provide public interest in using public transportation. This study uses the method Customer Satisfaction Index (CSI) to measure the level of passenger satisfaction and Importance-Performance Analysis (IPA) to map the priority of service facility improvement. Based on the analysis results, the level of passenger satisfaction with service facilities at Kertajaya Terminal is in the category of "quite satisfied" with a CSI value of 63%. However, there are still several facilities whose performance is still not in accordance with PM 40 of 2015 concerning Standards for the Implementation of Road Passenger Terminals such as health facilities, safety and health information, security facilities, departure schedules, waiting rooms, worship facilities, and restaurants. Initial recommendations that can be proposed include improving health facilities and officers, providing digital information related to safety and schedules, strengthening security systems, improving waiting rooms and supporting facilities, and ongoing maintenance. The implementation of these recommendations is expected to improve the quality of terminal services and encourage increased public interest in using public transportation in Mojokerto City. Keywords:terminal,passenger satisfaction, service facilities, public transportation, performance evaluation |
| Subjects: | H Social Sciences > HE Transportation and Communications |
| Depositing User: | - Poltrada Bali Kemenhub |
| Date Deposited: | 27 Aug 2025 02:46 |
| Last Modified: | 27 Aug 2025 02:46 |
| URI: | https://digilib.poltradabali.ac.id/id/eprint/359 |
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