DOI: https://doi.org/10.19184/berkalafstpt.v2i1.910 

Keywords: terminal services, Importance Performance Analysis (IPA), keep up the good work, terminal type B, Pare.

ABSTRACT

Pare Terminal will change its function to Type B Terminal in 2022. There has been no study of the services provided by the terminal management. The study aims to determine the terminal user satisfaction index. The method used is quantitative to determine the public's response to the services provided by the terminal manager. Data was obtained from the results of a questionnaire distributed online. There are three groups of elements: employee services, facilities, and infrastructure, as well as costs and ease of service procedures. Each element is detailed with several service component questions. Respondents' results were analyzed using Importance Performance Analysis (IPA). The results of the analysis show that several services need improvement because they are in quadrant I, namely: provision of rubbish bins along the Pare Terminal Road; availability of complaint/criticism/suggestion compliant facilities for passengers; provision of first aid equipment inside the Pare Terminal; availability of parking/vehicle storage; and traffic signs at Pare Terminal. There is also information on fleet ticket prices at Pare Terminal. The study results can be useful for terminal managers to improve their performance.