Service Improvement Target of Purwoasri Terminal Kediri Using IPA Method and QFD

Abstract

Passenger Terminal of road transport is one of transportation infrastructures that serve as a mode change node of public transport for passengers and goods by road. In this present, terminal condition in Indonesia decline in the performance and service. This is due to the interest declining of public transport. People prefer and choose private vehicles than public transport that is unreliable in the ser-vice, not peaceful and comfortable, long travel times, and less guaranteed to reach the travel destina-tion. Beside that, terminal service and performances are deteriorating which has no attracttion at all. This study aims to obtain terminal services attribute and determine service improvement target ba-sed user satisfaction that is public transport passengers. The location research is Purwoasri terminal Kediri regency of East Java. It is a type B terminal that established in year 2000 and located in na-tional road access from Surabaya to Yogyakarta. The research methods include sur-vey and field observations by questioner dispersion and interviews with passengers. Data analysis is done by Im-portance-Performance Analysis (IPA) and Quality Function Deployment (QFD). The preliminary survey obtained ten basic attributes and continues survey get 50 description service attributes. Re-sults of IPA gets lounge aesthetics is attribute with the highest score in the level of importance, as well as the results of QFD that mention to embellish the lounge has the highest target scores. The attribute of lounge aesthetics to become high priority and target that is important and serious for im-provement. In addition, there are 19 service attributes included in the second quadrant of IPA dia-gram that means the 19 attributes to become improvements consideration by the management ins-titution of terminal. Keywords: service