EVALUASI PELAYANAN TERMINAL ANJUK LADANG TIPE B PASCA PENGEMBANGAN (Studi Kasus di Terminal Kab. Nganjuk Jawa Timur)

Nganjuk Regency has Anjuk Ladang Terminal, the largest type B terminal in Nganjuk Regency, which has undergone development that is expected to improve the quality of its services. In this study, service quality is improved based on the user experience of terminal services integrated with the Importance Performance Analysis (IPA) method and the Quality Function Deployment (QFD) method. Actions that must be taken to improve service quality at Anjuk Ladang Terminal Nganjuk Regency after development can be seen from the analysis of the Importance Performance Analysis (IPA) method and the Quality Function Deployment (QFD) method. From the Analysis of the Importance Performance Analysis (IPA) method, the results of mapping in 4 different quadrants and the main priority in quadrant I are Attribute 1 (Separation between vehicle and pedestrian circulation), Attribute 7 (Available terminal operational officers who manage terminal operations), and Attribute 18 (Provides clear, fast, and accurate information on schedules, fares, routes, and bus routes). Data from quadrant I then determine the response or priority technical recommendations on improving service quality using the Quality Function Deployment (QFD) method. From the calculation of weights and priorities in the QFD method, there are three priority sequences of improvements that become recommendations for service improvement design Attribute 7, Attribute 18 (Providing clear, fast, and accurate information on schedules, fares, routes, and bus routes), and Attribute 1 (Separation between the circulation of vehicles and pedestrians)