Kinerja Pelayanan Terminal Terpadu Merak

Anton Hefyansyah, L. Denny Siahaan, Sarinah Sihombing

Abstract


Upgrading service in terminal by doing performance evaluation services based on terminal minimum service standard is the purpose of this research. The research was conducted in Merak integrated terminal. The research used quantitative descriptive method with 176 people as samples. The data was analysed using Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). The first result can be concluded that the value of satisfaction of Merak integrated terminal services is 70,98%. The second result can be concluded that the level of suitability of Merak integrated terminal services does not meet the expectation of service users. The third, it can be concluded that the top service priority improvement consists of clean and odorless toilets, internet network facilities, charging battery facilities, disable facilities, parking lots, green open spaces and facilities for nursing mothers and babies.


Keywords


customer satisfaction index; service performance; importance performance analysis; terminal minimum service standard

Full Text:

PDF

References


akhir, T., Teknik, F., Teknik, J., & Maranatha, U. K. (2005). Evaluasi Kinerja Terminal Bis Harjamukti.

Arifin, T. S. P., & Intari, D. E. (2017). Analisis Kinerja Operasional Terminal. Jurnal Fondasi, 6(2), 1–12.

Francisco A.D.S.Silva, N., Sulistio, H., & Abusini, S. (2019). Kajian Kinerja Pelayanan Terminal Angkutan Umum (Studi Kasus Terminal Becora Dili - Timor Leste). Jurnal Media Teknik Sipil, 13(1), 69. Https://Doi.Org/10.22219/Jmts.V13i1.2546

Majid, S.A., & Warpani, E. P. D. (2009). Ground Handling Manajemen Pelayanan Darat Perusahaan Penerbangan. Jakarta: PT. Rajagrafindo Persada.

Muzakki, A. (2018). Evaluasi Kinerja Operasional dan Pelayanan Terminal Bus Arjosari Di Kota Malang.

Noor, H. M., Nasrudin, N., & Foo, J. (2014). Science Direct Determinants Of Customer Satisfaction Of Service Quality : City Bus Service In Kota Kinabalu , Malaysia. Elsevier Ltd, 153, 595–605. Https://Doi.Org/10.1016/J.Sbspro.2014.10.092

Ody Wahyu Prasetya Utama, M. Zainul Arifin, A. W. (2014). Evaluasi Kinerja Terminal Induk Kota Bekasi. Mahasiswa Jurusan Teknik Sipil, 1(3), 1–9.

Rangkuti, F. (2015). Analisis Swot: Teknik Membedah Kasus Bisnis. Gramedia Pustaka Utama.

S. Deb And M. Ali Ahmed. (2014). Determining The Service Quality Of The City Bus Service Based On Users’ Perceptions And Expectations. Travel Behav. Soc., 12, 1–10.

Salam, M. H., Anggraeni, S. K., & Ummi, N. (2013). Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Kualitas Kinerja Pelayanan Terminal Seruni Kota Cilegon, (April).

Sedayu, A. (2015). Deskripsi Tingkat Kepentingan Dan Kepuasan Kinerja Green Terminal Purboyo Madiun, 56–60.

Setyawan, H. (2012). Kualitas Layanan Transportasi (Studi Kasus Transjakarta Busway Di Propvinsi Daerah Khusus Ibukota Jakarta). Universitas Indonesia.

Sumaedi, I. G. M. Y. B. And S. (2015). P-Transqual : A Service Quality Model Of Public Land Transport Services. Bingley : Emerald Group, 32(6), 534–558.

Supriyono. (2018). Deskripsi Tingkat Kepuasan dengan Tingkat Kepentingan Peserta Pelatihan Pada Pelayanan Balai Pelatihan Kesehatan Di Batam. Jurnal Wacana Kinerja Pengembangan, 21(November), 77–98.

Woro, M., & Naili, F. (2013). Pengaruh Nilai Pelanggan Dan Kualitas Layanan Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi (Studi Po Efisiensi Jurusan Yogyakarta-Cilacap). Jurnal Administrasi Bisnis, 2(1), 64–75.




DOI: http://dx.doi.org/10.54324/j.mtl.v7i1.354

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Anton Hefyansyah

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

 Creative Commons Licence

Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) is licensed under a  Creative Commons Attribution-NonCommercial 4.0 International License.

View My Stats