WAHID, MUHAMMAD NUR (2025) ANALISIS KINERJA LAYANAN DENGAN METODE CSI DAN IPA SERTA TINGKAT PEMENUHAN FASILITAS TERMINAL SEBAGAI DASAR PEMBERIAN REKOMENDASI UNTUK REVITALISASI TAHAP II PADA TERMINAL TIPE A ARJOSARI MALANG. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.
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Abstract
Terminal Tipe A Arjosari Malang merupakan terminal utama yang melayani
rute AKDP dan AKAP dengan volume penumpang tinggi. Revitalisasi tahap
pertama dilakukan pada Agustus 2024 hingga Januari 2025, namun belum seluruh
fasilitas dan layanan terminal diperbaiki secara menyeluruh. Penelitian ini
bertujuan untuk menganalisis kinerja layanan, keterpenuhan fasilitas, dan tingkat
kepuasan penumpang dengan menggunakan metode Customer Satisfaction Index
(CSI), Importance Performance Analysis (IPA), serta analisis keterpenuhan fasilitas
berdasarkan PM 40 Tahun 2015 dan PM 24 Tahun 2021 sebagai dasar pemberian
rekomendasi untuk Revitalisasi Tahap II pada Terminal Tipe A Arjosari. Hasil
analisis menunjukkan nilai CSI sebesar 71,68%, dikategorikan baik. Namun, masih
terdapat dua faktor layanan dengan tingkat kepuasan terendah, yaitu kenyamanan
dan keselamatan. IPA menunjukkan lima indikator layanan yang berada di Kuadran
I (prioritas utama), yaitu toilet, jalur evakuasi, ruang tunggu, fasilitas kebersihan,
dan fasilitas keselamatan jalan. Analisis keterpenuhan fasilitas menunjukkan bahwa
14% fasilitas utama dan 36% fasilitas penunjang belum terpenuhi. Temuan ini
menunjukkan bahwa meskipun beberapa layanan telah direvitalisasi, namun
kinerjanya masih belum sesuai harapan pengguna. Oleh karena itu, penelitian ini
merekomendasikan perbaikan layanan dan penambahan fasilitas secara prioritas
pada lima indikator tersebut. Penelitian ini menjadi dasar dalam perencanaan
Revitalisasi Tahap II yang lebih tepat sasaran, efisien, dan berbasis kebutuhan
penumpang, serta mendukung peningkatan kualitas terminal secara berkelanjutan
sesuai standar pelayanan minimal.
Kata Kunci : Revitalisasi Terminal, Kinerja layanan, Kepuasan Pengguna,
Customer Satisfaction Index, Importance Performance Analysis.
| Item Type: | Thesis (Diploma) |
|---|---|
| Contributors: | Contribution Name Email Teacher MARDIKAWATI, S.Pd., M.Pd, BUDI UNSPECIFIED Teacher SURYA, S.T.,M.T., A.A. BAGUS OKA KHRISNA UNSPECIFIED |
| Uncontrolled Keywords: | Arjosari Type A Terminal in Malang is a major terminal serving both intercity (AKDP) and interprovincial (AKAP) routes with high passenger volume. The first phase of revitalization was carried out from August 2024 to January 2025, but not all facilities and services were fully improved. This study aims to analyze service performance, facility fulfillment, and passenger satisfaction using the Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and facility fulfillment analysis based on Ministry Regulations PM 40 of 2015 and PM 24 of 2021. The results show that the CSI score reached 71.68%, which is categorized as good. However, two service factors—comfort and safety—had the lowest satisfaction levels. The IPA analysis identified five service indicators in Quadrant I (top priority), namely toilets, evacuation routes, waiting areas, cleaning facilities, and road safety facilities. The facility fulfillment analysis shows that 14% of main facilities and 36% of supporting facilities are still unmet. These findings indicate that even though some services have been revitalized, their performance has not yet met user expectations. Therefore, this study recommends prioritized improvements and additional facilities focusing on the five main indicators. This research serves as a foundation for planning the second phase of terminal revitalization that is more targeted, efficient, and based on passenger needs. It also supports ongoing efforts to improve terminal quality in line with minimum service standards. Keywords : Terminal Revitalization, User Satisfaction, Minimum Service Standards for Terminals, Customer Satisfaction Index, Importance Performance Analysis. |
| Subjects: | H Social Sciences > HE Transportation and Communications |
| Depositing User: | - Poltrada Bali Kemenhub |
| Date Deposited: | 27 Aug 2025 02:52 |
| Last Modified: | 27 Aug 2025 02:52 |
| URI: | https://digilib.poltradabali.ac.id/id/eprint/360 |
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