ANALISIS TINGKAT KEPUASAN PENGGUNA JASA TERHADAP KUALITAS KINERJA PELAYANAN TERMINAL BUS ANJUK LADANG, NGANJUK

Prasetiyo, Ahmad Rendra (2025) ANALISIS TINGKAT KEPUASAN PENGGUNA JASA TERHADAP KUALITAS KINERJA PELAYANAN TERMINAL BUS ANJUK LADANG, NGANJUK. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Terminal bus merupakan salah satu komponen vital dalam sistem prasarana transportasi yang berperan penting dalam mendukung kelancaran angkutan penumpang. Terminal Anjuk Ladang di Kabupaten Nganjuk, sebagai terminal tipe B, memiliki fungsi strategis dalam melayani mobilitas masyarakat antar kota dalam provinsi, angkutan kota, serta angkutan pedesaan. Oleh karena itu penelitian ini bertujuan untuk menganalisis tingkat kepuasan pengguna terhadap kualitas pelayanan yang diberikan oleh Terminal Anjuk Ladang. Selain untuk menganalisa tingkat kepuasan penumpang, melalui penelitian ini juga dapat diketahui aspek-aspek yang perlu diperbaiki dan dipertahankan untuk menjaga kepuasan pengguna jasa di Terminal Bus Anjuk Ladang, Nganjuk. Metode yang digunakan adalah Importance Performance Analysis (IPA), yang memungkinkan identifikasi aspek-aspek pelayanan yang perlu ditingkatkan. Hasil penelitian menunjukkan kondisi eksisting Terminal Bus Anjuk Ladang memilki luas sebesar 22.590.000 m2. Faktor dominan yang mempengaruhi tingkat kepuasan penumpang terdapat pada Kuadran II diagram kartesius. Dimana terdapat 11 atribut dalam kuadran ini yaitu : Atribut 8 (Responsiveness), Atribut 7 (Responsiveness), Atribut 9 ( Responsiveness), Atribut 11 ( Tangible), Atribut 13 ( Tangible), Atribut 14 ( Tangible), Atribut 15 (Assurance), Atribut 17 (Assurance), Atribut 18 (Empathy), Atribut 19 (Empathy), Atribut 20 (Empathy). Tingkat kepuasan pengguna jasa Terminal Anjuk Ladang mencapai 93%.

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