ANALISA KINERJA PELAYANAN PENUMPANG DI TERMINAL PURABAYA SURABAYA (Studi Kasus : Terminal Purabaya Surabaya Jawa Timur)

SUSANTO, WACHID JEFRI (2023) ANALISA KINERJA PELAYANAN PENUMPANG DI TERMINAL PURABAYA SURABAYA (Studi Kasus : Terminal Purabaya Surabaya Jawa Timur). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Terminal performance greatly affects the smooth running of transportation, vehicles going in and out of the terminal can cause congestion, moreover the random passenger drop-out area can cause congestion at the terminal. The purpose of this study is to analyze the performance of the services implemented and evaluate the application of PM NO: 40 of 2015 concerning Service Standards for Road Transport Passenger Terminal Operations. This type of research is quantitative research. The method used is the Customer Satisfaction Index (CSI) method to determine the level of customer satisfaction and the Importance Performance Analysis (IPA) method to identify the level of importance of each service attribute and the priority for improvements to be made. The results of this study are that the service performance of the Purabaya Surabaya Terminal has criteria based on terminal visitors, namely having a very satisfied category by giving a CSI value of 86.02% and the need for attention and continuing to evaluate in improving quality, this can be maintained or can be evaluated for meet the remaining customer conformity expectations which have a value of 91% of the maximum conformity of customer expectations of 100%. Service factors need to be repaired at the Purabaya terminal obtained from the IPA method, namely: availability of disabled facilities; Post, facilities and health workers; Fire extinguishers; and There is a breastfeeding room available. Operators have met minimum service standards, operators have worked according to their respective roles and facilitated visitors in ordering and departure. Keywords: Performance, Service, Passengers Kinerja terminal sangatlah memengaruhi kelancaran dari transportasi, kendaraan yang keluar masuk di terminal dapat menyebabkan kemacetan, apalagi area drop-out penumpang secara sembarangan dapat memberikan kemacetan di terminal tersebut. Tujuan dari penelitian ini yaitu untuk menganalisis kinerja pelayanan yang diterapkan dan mengevaluasi penerapan PM NO:40 Tahun 2015 tentang Standar Pelayanan Penyelenggaraan Terminal Penumpang Angkutan Jalan. Jenis penelitian ini adalah penelitian kuantitatif. Metode yang dipakai yaitu menggunakan metode Customer Satisfaction Index (CSI) untuk mengetahui tingkat kepuasan konsumen dan metode Importance Performance Analisys (IPA) untuk mengidentifikasi tingkat kepentingan setiap atribut pelayanan serta prioritas perbaikan yang harus dilakukan. Hasil dari penelitian ini adalah kinerja pelayanan Terminal Purabaya Surabaya memiliki kriteria berdasarkan pengunjung terminal yaitu memiliki kategori sangat puas dengan memberikan nilai CSI sebesar 86,02% dan perlu adanya perhatian serta tetap melakukan evaluasi dalam meningkatkan kualitas, hal ini dapat dipertahankan atau dapat dilakukan evaluasi untuk memenuhi sisa harapan kesesuaian pelanggan yang memiliki nilai sebesar 91% dari kesesuaian harapan pelanggan maksimal 100%. Faktor pelayanan perlu dilakukan perbaikan terminal Purabaya yang didapatkan dari metode IPA, yaitu antara lain: tersedia fasilitas penyandang cacat (difable); Pos, fasilitas dan petugas kesehatan; Alat pemadam kebakaran; dan Tersedia ruang ibu menyusui. Operator telah memenuhi standart minimum pelayanan, operator telah bekerja sesuai dengan perannya masingmasing serta memperlancar pengunjung dalam pemesanan dan keberangkatan. Kata Kunci: Kinerja, Pelayanan, Penumpang

Item Type: Thesis (S1)
Call Number CD: FT/SIP. 23 006
NIM/NIDN Creators: 41116120175
Uncontrolled Keywords: Kinerja, Pelayanan, Penumpang
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 350 Public Administration and Military Science/Administrasi Negara dan Ilmu Kemiliteran > 358 Air and Other Specialized Forces and Warfare; Engineering and Related Services/Udara dan Pasukan Khusus dan Peperangan Khusus; Rekayasa dan Layanan Terkait > 358.2 Army Engineering and Related Services/Teknik Angkatan Darat dan Jasa Terkait
600 Technology/Teknologi > 610 Medical, Medicine, and Health Sciences/Ilmu Kedokteran, Ilmu Pengobatan dan Ilmu Kesehatan > 617 Surgery, Regional Medicine, Dentistry, Ophthalmology, Otology, Audiology/Pembedahan, Kedokteran Daerah, Kedokteran Gigi, Oftalmologi, Otologi, Audiologi > 617.9 Auxiliary Techniques and Procedures, Apparatus and Equipment of Surgical Appliances/Teknik, Prosedur, Alat-alat dan Perlengkapan Pembedahan
Divisions: Fakultas Teknik > Teknik Sipil
Depositing User: MILA RISKA
Date Deposited: 13 May 2023 01:15
Last Modified: 13 May 2023 08:10
URI: http://repository.mercubuana.ac.id/id/eprint/76988

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