Simanjuntak, Vanesha Natalaya Meisani (2026) Analisis Kualitas Pelayanan Penumpang Bis Dengan Metode Service Quality, Model Kano, dan 5 Why's (Studi Kasus: Terminal Tipe A Purabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
As the main land transportation hub in Surabaya and its surrounding areas, Purabaya Terminal Type A plays a strategic role in supporting public mobility. The high passenger service activity causes the quality of service at the terminal to be still less than optimal, as indicated by complaints related to facility cleanliness, bus schedule information, and terminal security and comfort. The purpose of this study is to determine the quality of service towards passenger satisfaction and to provide improvement suggestions to improve the quality of service at TTA Purabaya. This research method uses Service Quality, the Kano Model, and improvement suggestions with 5 Whys. The results show a service quality value of 0.78, which means the service still does not meet passenger expectations. Based on the servqual and kano analysis, there are 12 service attributes that need to be maintained and 8 attributes that need to be improved. The proposed improvement recommendations include the implementation of a violation point system for bus POs, the use of toilet cleanliness checksheets, the provision of real-time digital information boards, digital complaint services, and optimization of security patrols during peak hours. The improvement suggestions are expected to improve the quality of service and passenger satisfaction at Terminal Type A Purabaya
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Vanesha Natalaya Meisani Simanjuntak | ||||||||
| Date Deposited: | 29 May 2026 06:16 | ||||||||
| Last Modified: | 29 May 2026 07:16 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/52801 |
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