Electronic Theses and Dissertation

Terminal Tipe A Langsa merupakan salah satu fasilitas transportasi darat yang memiliki peranan penting dalam mendukung mobilitas masyarakat serta aktivitas ekonomi di Kota Langsa. Kualitas pelayanan terminal menjadi salah satu faktor yang memengaruhi tingkat kenyamanan dan kepuasan pengguna jasa transportasi umum. Penurunan jumlah penumpang pada beberapa tahun terakhir menunjukkan perlunya evaluasi terhadap kualitas pelayanan yang diberikan oleh pengelola terminal. Oleh karena itu, penelitian ini dilakukan untuk menganalisis tingkat kepuasan pelanggan terhadap pelayanan Terminal Tipe A Langsa serta mengidentifikasi atribut pelayanan yang perlu dipertahankan maupun ditingkatkan. Penelitian ini menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Pengumpulan data dilakukan melalui penyebaran kuesioner kepada 100 responden pengguna Terminal Tipe A Langsa dengan teknik purposive sampling. Variabel penelitian terdiri atas lima dimensi kualitas pelayanan, yaitu bukti fisik, keandalan, daya tanggap, jaminan, dan empati yang dijabarkan ke dalam 39 indikator pelayanan. Hasil penelitian menunjukkan bahwa pelayanan Terminal Tipe A Langsa secara umum berada pada kategori puas. Nilai rata-rata kesenjangan pelayanan sebesar -0,134 dengan tingkat kesesuaian mencapai 97,096%, yang menunjukkan bahwa pelayanan terminal telah mampu memenuhi harapan pengguna jasa. Hasil analisis Importance Performance Analysis (IPA) menunjukkan terdapat 6 indikator (15,385%) yang berada pada Kuadran I sebagai prioritas utama perbaikan. Indikator tersebut merupakan atribut pelayanan yang dianggap penting oleh pengguna, namun kinerjanya masih belum optimal sehingga perlu mendapat perhatian khusus dari pengelola terminal, terutama pada aspek kebersihan fasilitas, kenyamanan pengguna, dan kualitas pelayanan petugas. Selain itu, hasil perhitungan Customer Satisfaction Index (CSI) memperoleh nilai sebesar 89,52% yang termasuk dalam kategori sangat puas. Berdasarkan hasil tersebut dapat disimpulkan bahwa pelayanan Terminal Tipe A Langsa telah memberikan kepuasan kepada pengguna jasa, namun peningkatan kualitas pelayanan tetap perlu dilakukan secara berkelanjutan agar pelayanan terminal menjadi lebih optimal.

Langsa Type A Terminal is one of the land transportation facilities that plays an important role in supporting community mobility and economic activities in Langsa City. Service quality is one of the factors influencing the comfort and satisfaction level of public transportation users. The decline in the number of passengers in recent years indicates the need for an evaluation of the service quality provided by the terminal management. Therefore, this study was conducted to analyze customer satisfaction with the services of Langsa Type A Terminal and to identify service attributes that need to be maintained and improved. This study employed the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. Data were collected through questionnaires distributed to 100 respondents who were users of Langsa Type A Terminal using a purposive sampling technique. The research variables consisted of five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy, which were further elaborated into 39 service indicators. The results showed that the services provided by Langsa Type A Terminal were generally categorized as satisfactory. The average service gap value was -0.134 with a conformity level of 97.096%, indicating that the terminal services had met user expectations. The results of the Importance Performance Analysis (IPA) revealed that 6 indicators (15.385%) were classified into Quadrant I as the main priority for improvement. These indicators represented service attributes considered important by users; however, their performance was still not optimal and therefore required special attention from the terminal management, particularly regarding facility cleanliness, user comfort, and the quality of staff services. Furthermore, the Customer Satisfaction Index (CSI) analysis produced a value of 89.52%, which falls into the “very satisfied” category. Based on these findings, it can be concluded that the services of Langsa Type A Terminal have generally satisfied users, although continuous service quality improvements are still necessary to achieve more optimal terminal services.