ANALISA TINGKAT KEPUASAN PENUMPANG TERHADAP KUALITAS KINERJA PELAYANAN DI TERMINAL TAMBAK OSOWILANGUN SURABAYA

Rajab, Moch.Syahrul (2025) ANALISA TINGKAT KEPUASAN PENUMPANG TERHADAP KUALITAS KINERJA PELAYANAN DI TERMINAL TAMBAK OSOWILANGUN SURABAYA. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Transportasi jalan merupakan salah satu bentuk transportasi darat yang menggunakan jalan raya sebagai jalur utama untuk memindahkan orang dan barang dalam berpergian dengan jarak jangkau yang tinggi. Moda transportasi ini juga sangat baik apabila di gunakan untuk perjalanan jarak jauh hinga .Jaringan prasarana transportasi jalan mengacu pada sistem jalan dan infrastruktur yang terkait memungkinkan mobilitas dan konektivitas antara penyelengaraan lalu lintas dan angkutan jalan. Jaringan prasarana transportasi jalan terdiri dari simpul yang berwujud terminal penumpang,terminal barang dan ruang lalu lintas. Terminal adalah prasarana angkutan jalan yang berfungsi sebagai tempat menaik dan turunkan penumpang atau sebagai tempat bongkar muat barang serta perpindahan dan intarmoda dan atau antar moda transportasi.sMetode yang digunakan alam penelitian ini adalah importance performance analysis( IPA) data didapat dan diperoleh dari penyebaran kuesioner ke 100 responden. Metode dengan sistem analisis pentingnya kinerja pelayanan. Melalui penelitian ini, dapat diperoleh gambaran yang lebih jelas mengenai aspek-aspek mana saja yang perlu diperbaiki dan ditingkatkan. Dengan demikian, pihak pengelola terminal dapat mengambil langkah-langkah strategis yang tepat untuk meningkatkan kualitas pelayanan dan pada akhirnya meningkatkan kepuasan penumpang. Dari penelitian ini di dapat nilai kepuasan rata – rata tingkat kinerja dan layanan adalah sebesar 93 % dan untuk tingkat prioritas yang perlu ditingkatkan Terminal Tambak Osowilangon Surabaya antara lain terminal memiliki tempat ibadah yang sudah baik dan benar rata – rata kepentingan 4,20 dan rata – rata kepentingan Petugas terminal memberikan pelayanan sesuai keinginan dan kebutuhan penumpang 4,33

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