ANALYSIS OF USER COMMUNITY SATISFACTION KAMPUNG RAMBUTAN TERMINAL

Abstract

The terminal is a manifestation of a road transportation node that serves the community as a transportation location, such as intra- and intermodal locations for passengers and loading and unloading of goods, as well as regulating the smooth flow of arrivals and departures of public vehicles. The purpose of this study is to determine the level of satisfaction and the level of service performance using objective measures to highlight changes that should be made to the Kampung Rambutan terminal service. The method used is to calculate based on the results of a questionnaire based on the standardization of PM No. 40 of 2015 and then process the results using the Customer Satisfaction Index (CSI) method to determine the public's perspective on services at the Kampung Rambutan terminal and Importance Performance Analysis (IPA) to map attributes that require priority improvement at the Kampung Rambutan terminal. The results of the analysis through CSI obtained a satisfaction index of 54.40%, meaning that service users are quite satisfied with the services provided. Meanwhile, IPA obtained 10 service attributes that require priority improvement. There are several important aspects that should be considered, such as environmental cleanliness, facilities for users with disabilities.