EVALUASI KINERJA PELAYANAN FASILITAS PENUMPANG TERMINAL TAMANAN KOTA KEDIRI JAWA TIMUR

Kediri Regency has Terminal Tamanan Kota in Kediri Regency which is expected to improve its service quality. In this study, service quality is improved based on the experience of terminal service users integrated with the Importance Performance Analysis (IPA) method and the Quality Function Deployment (QFD) method. Actions that must be taken to improve service quality at Anjuk Ladang Terminal Nganjuk Regency after development can be seen from the results of the analysis of the Importance Performance Analysis (IPA) method and the Quality Function Deployment (QFD) method. From the analysis of the Importance Performance Analisys (IPA) method, the results of mapping in 4 different quadrants were obtained and the top priority was chosen in quadrant I, namely Attribute 2 (availability of repair facilities and checking vehicle feasibility) Attribute 13 (toilets that are less clean and unkempt), Attribute 19 (Bus terminals that do not have adequate parking areas), Attribute 5 (Availability of Security Posts, surveillance cameras, and certain security points), Attribute 18 (Information on bus departure and arrival schedules is unclear and difficult to understand), and Attribute 11 (The waiting room at the bus terminal does not have adequate facilities). Data from quadrant I is then determined priority technical responses or recommendations on improving service quality using the Quality Function Deployment (QFD) method. From the calculation of weights and priorities in the QFD method, there are 6 priority sequences of improvements that become recommendations for designing service improvements Attribute 2 (availability of repair facilities and checking vehicle feasibility) Attribute 13 (toilets that are less clean and unkempt), Attribute 19 (Bus terminals that do not have adequate parking areas), Attribute 5 (Availability of Security Posts, surveillance cameras, and certain security points), Attribute 18 (Information on bus departure and arrival schedules is less clear and difficult to understand), and Attribute 11 (The waiting room at the bus terminal does not have adequate facilities).