ADHWA, MUHAMMAD (2025) ANALISIS KEPUASAN PENUMPANG TERHADAP PELAYANAN DAN KINERJA OPERASIONAL TERMINAL BUS PONDOK CABE DENGAN METODE IPA DAN CSI. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Terminals function not only as transfer points between modes of transportation but also as service centers providing various supporting facilities. This study focuses on Pondok Cabe Terminal, a Type A terminal, with the objective of evaluating its operational performance and existing conditions based on applicable standards, as well as assessing service quality and passenger satisfaction. The results of this analysis are expected to serve as a foundation for improving performance and optimizing service delivery at Pondok Cabe Terminal. The research was conducted by distributing questionnaires to 100 respondents to gather user perceptions regarding the importance and performance of services. In addition, field surveys were carried out to collect data on area size and the conformity of existing conditions with the standards outlined in Ministry of Transportation Regulation No. 40 of 2015, Directorate General Decree No. 6251/AJ.104/DRJD/2017, and Ministry of Transportation Regulation No. 24 of 2021. The data were analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The CSI analysis showed a passenger satisfaction level of 57.08%, indicating a “moderately satisfied” category. The IPA results identified six service aspects that require improvement, including baggage storage, written fare information, written schedules and travel information, and other supporting facilities. Keywords: Pondok Cabe Terminal, Performance, User Satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA). Terminal berfungsi tidak hanya sebagai titik perpindahan moda, tetapi juga sebagai pusat layanan transportasi dengan berbagai fasilitas pendukung. Penelitian ini berfokus pada Terminal Pondok Cabe (tipe A) dengan tujuan mengevaluasi kinerja operasional dan kondisi eksisting terminal terhadap standar yang berlaku, serta mengukur kualitas pelayanan dan tingkat kepuasan penumpang. Hasil analisis diharapkan menjadi dasar dalam upaya peningkatan kinerja dan optimalisasi pelayanan Terminal Pondok Cabe. Penelitian ini dilaksanakan melalui penyebaran kuesioner kepada 100 responden guna memperoleh persepsi pengguna jasa terhadap tingkat kepentingan dan kinerja pelayanan. Selain itu, dilakukan survei lapangan untuk mengumpulkan data terkait luas area serta kesesuaian kondisi eksisting dengan ketentuan yang tercantum dalam Peraturan Menteri Perhubungan Nomor 40 Tahun 2015, SK DIRJEN.6251/AJ.104/DRJD/2017, dan Peraturan Menteri Perhubungan Nomor 24 Tahun 2021. Data yang diperoleh kemudian dianalisis dengan menggunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Hasil analisis menggunakan metode Customer Satisfaction Index (CSI) menunjukkan tingkat kepuasan penumpang sebesar 57,08%, yang tergolong cukup puas. Metode Importance Performance Analysis (IPA) mengidentifikasi enam aspek pelayanan yang perlu ditingkatkan, di antaranya tempat penitipan barang, informasi tarif angkutan secara tertulis, jadwal dan informasi tertulis, serta fasilitas penunjang lainnya. Kata Kunci: Terminal Pondok Cabe, Kinerja, Kepuasan pengguna jasa, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA).
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/SIP. 25 188 |
| NIM/NIDN Creators: | 41118120026 |
| Uncontrolled Keywords: | Terminal Pondok Cabe, Kinerja, Kepuasan pengguna jasa, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA). |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 700 Arts/Seni, Seni Rupa, Kesenian > 710 Civic and Lanscape Art/Seni Perkotaan dan Pertamanan > 711 Area Planning/Perencanaan Wilayah Perkotaan dan Pertamanan > 711.7 Plans for Transportation Facilities/Perencanaan untuk Fasilitas Transportasi |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | khalimah |
| Date Deposited: | 21 Oct 2025 03:10 |
| Last Modified: | 21 Oct 2025 03:10 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/99553 |
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