Pendekatan QFD menggunakan respon teknis untuk peningkatan pelayanan terminal: studi kasus Terminal Tlogomas Kota Malang

The QFD Approach Uses Technical Response to Terminal Services Improvement: A Case Study of Malang City Tlogomas Terminal: Tlogomas Terminal as terminal Type B has a very important role as a public transportation node in Malang City that connects Malang City with Malang Regency, Batu City, and Kediri Regency in East Java Province. Tlogomas Terminal has been operating for more than 25 years since 1991 until now has decreased in its service. This can be seen in the decrease in the number of passengers and public transportation vehicle from year to year. This study aims to determine the target of services improvement of Tlogomas Terminal in Malang city. Before determining the target in advance determination of terminal service attributes by considering the user perception called the voice of the voice of user. Users include passengers who regularly or frequently use terminal services. The method used is Quality Function Deployment (QFD). The results obtained 19 technical responses of institution officers with the three highest technical responses contains of Supporting terminal cleanliness, Improving the quality of transport services, and Providing tickets, retribution, and affordable goods. The three lowest technical responses are eliminating illegal cost, providing telecommunication facilities, internet café, or TV, and providing bank facilities, ATMs and money changers. The classification of the technical response is divided into four sections: Facilities, Convenience, Cost, Employee or officer. The management of Tlogomas terminal can improve the terminal service in accordance with the target of technical response in accordance with the condition and the existing ability of the terminal