Electronic Theses and Dissertation

Terminal Penumpang Tipe B Abdya merupakan infrastruktur vital yang melayani mobilitas masyarakat di Kabupaten Aceh Barat Daya. Kondisi riil menunjukkan adanya penurunan kualitas fasilitas seperti akses jalan yang rusak, ruang tunggu dan toilet yang kurang terawat, serta manajemen operasional yang belum teratur. Kondisi tersebut mengindikasikan bahwa kinerja pelayanan aktual belum memenuhi standar ideal. Penelitian ini bertujuan untuk mengevaluasi kinerja pelayanan terminal berdasarkan tingkat kepentingan dan kepuasan penumpang, serta mengidentifikasi nilai indeks kepuasan pengguna jasa. Metodologi penelitian menggunakan pendekatan kuantitatif melalui kuesioner. Sampel penelitian ditetapkan sebanyak 100 responden yang dipilih menggunakan teknik proportionate stratified random sampling dari populasi historis tahun 2025 sebesar 4.189 penumpang. Analisis data digunakan Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Ruang lingkup penelitian dibatasi pada evaluasi enam aspek standar pelayanan minimum berdasarkan Peraturan Menteri Perhubungan Nomor PM 40 Tahun 2015, yang mencakup aspek keselamatan, keamanan, keandalan/keteraturan, kenyamanan, kemudahan/keterjangkauan, dan kesetaraan dengan total sebanyak 41 indikator. Hasil penelitian menetapkan 4 indikator sebagai prioritas utama peningkatan kinerja yaitu lajur pejalan kaki, jadwal kedatangan dan keberangkatan kendaraan serta besaran tarif, ruang tunggu, dan letak jalur pemberangkatan. Sisa target kepuasan sebesar 39,03% dari capaian saat ini 60,97% (cukup puas) perlu dipenuhi melalui peningkatan kinerja pada lajur pejalan kaki, jalur evakuasi, alat pemadam kebakaran, pos fasilitas dan petugas pemeriksa kelaikan kendaraan umum, jadwal kedatangan dan keberangkatan serta besaran tarif, jadwal kendaraan umum trayek lanjutan dan tidak dalam trayek, loket penjualan tiket, ruang tunggu, toilet, fasilitas peribadatan/mushola, tempat istirahat awak kendaraan, letak jalur pemberangkatan, letak jalur kedatangan, informasi pelayanan, informasi angkutan lanjutan, informasi gangguan perjalanan, tempat naik dan turun penumpang, fasilitas penyandang cacat, serta ruang ibu menyusui.

The Abdya Type B Passenger Terminal is a vital infrastructure serving public mobility in Southwest Aceh Regency. Real conditions indicate a decline in facility quality, such as damaged access roads, poorly maintained waiting rooms and toilets, as well as disorganized operational management. These conditions suggest that the actual service performance does not yet meet the ideal standards. This study aims to evaluate terminal service performance based on the level of passenger importance and satisfaction, and to determine the Customer Satisfaction Index (CSI) score. The research methodology employs a quantitative approach utilizing questionnaires. The research sample consists of 100 respondents selected through a proportionate stratified random sampling technique from a historical 2025 population of 4,189 passengers. Data analysis was conducted using Importance-Performance Analysis (IPA) and the CSI. The scope of this study is limited to the evaluation of six minimum service standard aspects based on the Regulation of the Minister of Transportation Number PM 40 of 2015, which includes safety, security, reliability/regularity, comfort, accessibility/affordability, and equality, with a total of 41 indicators. The results identify 4 indicators as top priorities for performance improvement: pedestrian walkways, vehicle arrival and departure schedules including fare rates, waiting rooms, and departure lane locations. The remaining satisfaction gap of 39.03% from the current achievement of 60.97% (moderately satisfied) needs to be addressed through performance enhancements in pedestrian walkways, evacuation routes, fire extinguishers, facility posts and vehicle roadworthiness inspection officers, arrival/departure schedules and fare rates, schedules for connected transit routes and non-routed vehicles, ticket counters, waiting rooms, toilets, prayer facilities, vehicle crew rest areas, departure lane locations, arrival lane locations, service information, transit connection information, travel disruption information, passenger boarding and alighting areas, facilities for disabled persons, and nursing rooms.