EVALUASI KINERJA PELAYANAN TERMINAL GIRI ADIPURA DAN BUS AKAP PO. AGRA MAS DI KABUPATEN WONOGIRI

LISTIANTO, INDRA (2021) EVALUASI KINERJA PELAYANAN TERMINAL GIRI ADIPURA DAN BUS AKAP PO. AGRA MAS DI KABUPATEN WONOGIRI. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Giri Adipura Terminal is a type A passenger terminal and is the largest main terminal in Wonogiri Regency. The public bus mode of transportation is the main mode of transportation that is most widely used by the Wonogiri community to go outside the city such as Bandung, Jabodetabek, Sumatra and other cities. This is because many Wonogiri people who go outside the city migrate to these cities, so that many bus companies (PO) open routes with origins and destinations from Wonogiri and its surroundings. But unfortunately, the service performance is still less than optimal. This has led to complaints about the elements of services and facilities at the Giri Adipura Terminal and the Agra Mas Bus. This study used a field survey method and made direct observations at the Giri Adipura and Agra Mas Bus Terminals to find out and analyze the conditions at the Giri Adipura Terminal based on Ministerial Regulation No. 40 of 2015 concerning Service Standards for Road Transport Terminal Management and for Agra Mas Buses Using SPM No. 98 of 2013 concerning Minimum Service Standards for Transporting People with Public Motorized Vehicles on the Route, then questionnaires were also distributed about the performance of the Giri Adipura and Agra Mas Bus Terminals as well as the level of importance of service and facilities elements. The results of direct observations at the Giri Adipura Terminal and the Agra Mas Bus based on the quality of service for performance at the Giri Adipura Terminal reached a value of 3.73 with a pretty good category. The average level of interest / satisfaction of service users reaches a value of 3.69 with a fairly satisfied category, while the level of performance achieved by Agra Mas Buses reaches 3.21 with a fairly good category, then the satisfaction level of Agra Mas Bus passengers reaches 3.09%. Keywords : Bus Terminal, Minimum Service Standards, Performance, Importance. Terminal Giri Adipura merupakan terminal penumpang tipe A dan merupakan terminal induk terbesar di Kabupaten Wonogiri. Moda transportasi umum bus merupakan moda transportasi utama yang paling banyak digunakan masyarakat Wonogiri untuk pergi ke luar kota seperti Bandung, Jabodetabek, Sumatera dan kota lainnya. Hal ini dikarenakan banyak masyarakat Wonogiri yang pergi ke luar kota merantau ke kota- kota tersebut, sehingga banyak perusahaan otobus (PO) yang membuka trayek dengan asal dan tujuan Wonogiri dan sekitarnya. Namun sayangnya, adanya kinerja pelayanannya yang masih kurang optimal .Hal ini menyebabkan adanya keluhan terhadap unsur-unsur pelayanan dan fasilitas di Terminal Giri Adipura dan Bus Agra Mas. Penelitian ini menggunakan metode survey lapangan dan melakukan pengamatan langsung di Terminal Giri Adipura dan Bus Agra Mas untuk mengetahui dan menganalisis kondisi pada Terminal Giri Adipura berdasarkan Peraturan Menteri No.40 Tahun 2015 Tentang Standar Pelayanan Penyelengaraan Terminal Angkutan Jalan dan untuk Bus Agra Mas Menggunaka SPM No.98 Tahun 2013 Temtang Standar Pelayanan Minimal Angkutan Orang Dengan Kendaraan Bermotor Umum Dalam Trayek, Kemudian dilakukan juga penyebaran kuesioner tantang kinerja dari Terminal Giri Adipura dan Bus Agra Mas serta tingkat kepentingan unsur pelayanan dan fasilitas. Hasil pengamatan langsung pada Terminal Giri Adipura dan Bus Agra Mas berdasarkan Kualitas pelayanan untuk kinerja pada Terminal Giri Adipura mencapai nilai 3,73 dengan kategori cukup bagus. Rata-rata tingkat kepentingan / kepuasan pengguna jasa mencapai nilai 3,69 dengan kategori cukup puas, sedangkan tingkat kinerja yang dicapai Bus Agra Mas mencapai 3,21 dengan kategori cukup bagus, kemudian tingkat kepuasan pada Penumpang Bus Agra Mas mencapai 3,09 %. Kata Kunci : Terminal Bus, Standar Pelayanan Minimum, Kinerja, Kepentingan

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