EVALUATION OF PASSENGER SERVICES AT KEPUHSARI TERMINAL, JOMBANG REGENCY, EAST JAVA

EVALUATION OF PASSENGER SERVICES AT KEPUHSARI
TERMINAL, JOMBANG REGENCY, EAST JAVA
MOHAMMAD SAHRUL FIRDANA
ABSTRACT
Kepuhsari Jombang Terminal is a type B bus terminal that serves public transportation
for inter-city inter-provincial transportation (AKAP), and inter-city transportation
within the province (AKDP), city transportation and rural transportation. The purpose
of this study is to determine the level of operational performance and service
performance of the Kepuhsari Jombang Terminal and then to find out the improvements
that need to be made to improve terminal services. The research method is in the form
of a survey method by recording the arrival and departure of buses and distributing
questionnaires to passengers. Data analysis was performed using queuing theory and
the Importance Performance Analysis (IPA) method. From the results of evaluating the
performance level of the current Kepuhsari Terminal during peak hours, the average
arrival rate (λ) = 2 buses/hour, service level (μ) = 8 buses/hour, traffic intensity (ρ) =
0.31, the number of the average vehicle in the system (n) = 1 bus, the average time in
the system (d) = 0.70 hours, the average waiting time in the system (w) = 0.48 hours,
the average queue length in system (q) = 2 buses, average headway (h) = 0.76 hours.
And for service evaluation using the IPA method, an average conformity level of 64%
is obtained, which means that Kepuhsari Terminal users are quite satisfied and out of
19 attributes there are 4 attributes that must be repaired at Kepuhsari Jombang
Terminal.
Keywords: Terminal, Services, Passenger, Importance Performance Analysis (IPA)