DOI: -

Keywords: Terminal, Customer Satisfaction Index, Satisfaction, Indeks Kepuasan Pelanggan, Kepuasan

ABSTRACT

The development of the population on the island of Bali is increasing day by day, this must be in line with the provision of adequate transportation facilities such as the type A terminal in Mengwi, but now the number of users of Mengwi Terminal is still relatively quiet. This study aims to determine the level of satisfaction of users of terminal services which can later increase terminal demand. The results obtained from this study are the level of user satisfaction with services at the Mengwi Terminal is still very low where the CSI value is 57.13% which is on a scale of 64%. This is because many elements still have negative values according to the results of the GAP analysis carried out. Therefore, the Mengwi Terminal should improve services starting from the prioritized order so that in the future Mengwi Terminal services can be better and increase Terminal demand.