ANALISIS LAYANAN TERMINAL TIPE A GIWANGAN DAN REKOMENDASI UNTUK MENINGKATKAN KINERJA DAN KEPUASAN PENGGUNA

The bus station is one of the important aspects of transportation used to lift and drop passengers, the Giwangan Type A Terminal has been in operation since 2004 and serves the type of public transportation of the City of Yogyakarta. The bus terminal has 34 main and supporting facilities to provide optimal service to passengers. This research aims to find out the quality of Giwangan A type terminal service and recommendations to improve performance and user satisfaction.
The research was carried out using secondary and primary data. Secondary data is the number of terminal passengers obtained from the BPTD Class III District Special Yogyakarta and terminal inventory data based on the analysis of the Yogyakarta City CPL Team.
Meanwhile, Primary data was obtaining through the survey of terminal inventories and user questionnaires, which explores user satisfaction and interest in terminal facilities. Analysis methods include the Customer Satisfaction Index (CSI) to measure user satisfaction and the Importance Performance Analysis (IPA) to evaluate the importance and performance of the facility.
The results of this analysis provide a basis for identifying the gap between expectations and reality of services that can serve as guidelines for improvement and improvement of terminal facilities. CSI analysis results showed a satisfaction rate of 72%, so some services could still be improved. IPA analysis results indicated four categories of services obtained three services on the main priority for recommended improvements. Gap analysis showed negative results for all services, indicating poor performance. The recommended improvement of service is the safety aspect of improving the evacuation line; the comfort aspect is the passenger waiting room and toilet.

Keywords: Customer Satisfaction Index, Importance Performance Analysis, Gap Analysis and Minimum Terminal Service Standards.