Passenger requerements for services attributes design of public transport terminal in Indonesia

Determination of minimum service standards by the government of Indonesia as a commitment to serve the people in all development sectors including transport infrastructure, especially public transport terminal. Public tranport terminal is one of all transportation infrastructure has important role to support Indonesian development. Meanwhile to now, public transport is a good solution to solve transportation problems in Indonesia. Now, the customer is tend to dislike the public transport. The terminal of public transport is one of the transportation infrastructure greatly influence the success of public transport services. The public transport terminal for passengers in Indonesia now doesn’t has a minimum service standard. Code, regulation, and other policies had not been made more detailed and complete to provide guidance on terminal minimum services. This research suggests the determination of service attributes according to customers needs. The customer needs are called voice of customer. Customers consist of the passengers who often and rarely use the terminal. Information obtained by preliminary survey, interview technique, and distributing questionnaires. The questionnaires are distributed to 45 respondents. This research resulted in 10 attributes of terminal services consist of reliability, availability, easy, durability, responsiveness, convenience, assurance, frequency, performance, and aesthetic. The top three attributes according to the customers will be considered are public transport reliability, security and safety, and facilities availability. Therefore, the ten attributes can be used as a reference in the subsequent analysis