Service Improvement of Joyoboyo Public Transport Terminal in Surabaya

Joyoboyo public transport terminal is terminal type B in Surabaya that has an important role as a node of public transportation among cities. The terminal is in operation since 1969 and until now steadily declining services and desolate from passengers and freight vehicles. The local government of Surabaya continues to improve the terminal service by attempting to revitalize terminal. To support the revitalization efforts, it is necessary to support a research study consider satisfaction and user expectations. This study aims to determine the improvement target of Joyoboyo terminal services based on user perception. The used method is Quality Function Deployment (QFD) aims to determine priorities and improvement targets of service quality according to the terminal user. The technical responses collection in response to the level of user importance, user satisfaction and user expectations gained 19 technical responses. From the 19 technical responses, the effort to improve transport services quality has the highest target score, while the effort to increase the number and capacity of toilet has the lowest scores in service improvement target of Joyoboyo terminal. The target for improving Joyoboyo terminal services consisted of facilities, comfort, security and safety, cost, and employee or officer in a management institution of Joyoboyo terminal. In conclusion, the effort to improve transport services quality has the highest target score, while the effort to increase the number and capacity of toilet has the lowest scores