EVALUASI PELAYANAN PENUMPANG DI TERMINAL KERTONEGORO KABUPATEN NGAWI JAWA TIMUR

Kertonegoro Ngawi Terminal is a type A terminal that serves public transportation for inter-provincial transportation (AKAP), and inter-city transportation within the province (AKDP), urban transportation and rural transportation. The purpose of this study is to determine the current performance of Kertonegoro Ngawi's terminal services and the factors that affect the terminal's less than optimal performance and subsequently to determine the improvements that need to be made to improve terminal services. Performance evaluation analyzes variables using the Importance Performance Analysis (IPA) method. The survey is conducted during terminal operational hours on Monday, Tuesday, and Wednesday to represent working days and Saturdays and Sundays for holidays, survey locations are conducted in the terminal. Terminal facilities survey and survey questionnaire interviews with respondents (99 respondents). From the results of the study with the IPA, the method obtained a satisfaction level of 69.54% and there are 6 attributes of improvement that must be done at the Kertonegoro Ngawi terminal. The repairs needed are the improvement of vehicle feasibility checking facilities, the addition of surveillance cameras, maintenance of passenger waiting rooms, toilet maintenance, the addition of bus departure and arrival schedule information, and additional parking signs to increase the efficient use of parking areas