EVALUASI KINERJA TERMINAL TIPE A KOTA TRENGGALEK

Improving terminal service performance is very important to create a smooth, safe, comfortable, orderly and efficient transportation system. The aim of this research is to determine the condition of terminal facilities and service performance of the Surodakan Trenggalek Terminal. The type of method used in this research is a quantitative research method, where data is taken using a questionnaire in the form of statement indicators based on real conditions at the Surodakan Trenggalek Terminal. The results of this data are then processed using the CSI method calculation which produces the current performance of terminal services. Based on the analysis, the service performance of the Surodakan Trenggalek Terminal was obtained at 58.24%, which was in the quite satisfactory category. Then the percentage value of public transport quality performance is 75%, which is in the "Good" category. And the results of the gap analysis test show that the quality of service at the Surodakan terminal obtained an average score of 1.32 with a "Low" classification. This means that customer satisfaction in terms of the quality of service provided at the Surodakan terminal is "Not Good". Therefore, attributes that have a gap value of > -1.32 must receive main improvement priority to improve their service performance by the Surodakan terminal so that service users feel more satisfied or even very satisfied with the services provided by the Surodakan terminal.