Electronic Theses and Dissertation

Terminal transportasi publik memiliki peran strategis sebagai simpul yang mendukung mobilitas dan konektivitas wilayah. Pemanfaatan terminal masih relatif rendah. Penelitian ini bertujuan mengevaluasi kinerja pelayanan terminal menggunakan Model Kano serta mengidentifikasi atribut layanan yang paling berpengaruh terhadap kepuasan dan keputusan penggunaan terminal. Penelitian menggunakan pendekatan mixed-method dengan dominasi kuantitatif melalui survei terhadap 187 responden yang ditentukan menggunakan rumus Slovin. Instrumen penelitian berupa kuesioner Model Kano dengan pasangan pertanyaan fungsional dan disfungsional untuk 11 atribut layanan yang dikelompokkan ke dalam faktor internal dan eksternal. Analisis data dilakukan melalui pengelompokan atribut berdasarkan kategori Model Kano, penetapan kategori akhir menggunakan aturan keputusan Blauth, serta mengukur kontribusi atribut terhadap kepuasan dan ketidakpuasan pengguna melalui nilai Customer Satisfaction (CS) dan Dissatisfaction (DS). Hasil penelitian menunjukkan bahwa kualitas pelayanan terminal dipengaruhi secara signifikan oleh faktor internal dan eksternal. Atribut internal yang tergolong One-Dimensional yaitu keamanan bebas calo/preman, serta kebersihan toilet dan ruang tunggu, memiliki dampak paling kuat terhadap kepuasan dan ketidakpuasan pengguna. Atribut Attractive meliputi pemesanan tiket online dan layanan jemputan, yang mampu meningkatkan kepuasan tanpa menimbulkan ketidakpuasan signifikan ketika tidak tersedia. Dari sisi eksternal, kemudahan akses dan ketersediaan angkutan feeder termasuk kategori Attractive, sedangkan regulasi keberangkatan wajib dari terminal tergolong Indifferent. Meskipun persepsi umum pengguna terhadap pelayanan terminal tergolong baik, rendahnya pemanfaatan menunjukkan perlunya strategi terpadu melalui peningkatan kualitas layanan internal dan integrasi sistem transportasi eksternal secara berkelanjutan.

Public transport terminals serve as key hubs for mobility and regional connectivity. The Type B Bus Terminal in Bener Meriah Regency has been rehabilitated; however, its utilization rate remains relatively low. This study aims to evaluate the service performance of the terminal using the Kano Model and to identify service attributes that most significantly influence user satisfaction and terminal usage decisions. This research employs a mixed-method approach with a quantitative dominance through a survey of 187 respondents. The instrument used was a Kano Model questionnaire consisting of functional and dysfunctional question pairs for 11 service attributes grouped into internal and external factors. Data analysis included Kano classification, determination of final categories using Blauth’s rule, and calculation of Customer Satisfaction (CS) and Dissatisfaction coefficients (DS). The results indicate that service quality is significantly influenced by both internal and external factors. Internal attributes categorized as One-Dimensional such as security free from brokers or thugs, cleanliness of facilities, and availability of WiFi and power outlets have the strongest impact on both satisfaction and dissatisfaction. Attractive attributes, such as online ticket booking and pickup services, enhance satisfaction without causing significant dissatisfaction when absent. From the external perspective, accessibility and feeder transport are categorized as Attractive, while mandatory departure regulations are considered Indifferent. These findings underscore the importance of implementing an integrated strategy that combines continuous improvements in internal service quality with the integration of external transport systems.Therefore, terminal management is recommended to prioritize One-Dimensional attributes as core user needs while developing Attractive attributes as added service value. Additionally, strengthening transport connectivity, enhancing security supervision, and utilizing digital technology are essential to improve the attractiveness and optimal utilization of the terminal.