STRATEGI PERBAIKAN LAYANAN TERMINAL PENUMPANG MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Abstract

This study aims to evaluate the quality of passenger terminal services at PT Pelindo Multi Terminal Gresik
branch using the Importance Performance Analysis (IPA) method. The study is motivated by the increasing
number of passengers on the Gresik–Bawean route, making it necessary for the company to ensure that the
services provided meet user expectations. Data were collected through questionnaires administered to 100
respondents selected using purposive sampling. The research instrument referred to five SERVQUAL
dimensions with 16 indicators and used a Likert scale of 1–5. Validity and reliability tests showed that all
items were valid with Cronbach’s α > 0.7. The analysis results indicated an average suitability level of
93.37%. The three main attributes prioritized for improvement are the cleanliness of prayer rooms/toilets
(X1.4), special facilities for lactation and health rooms (X5.2), and the comfort of waiting areas for the
elderly and infants (X5.3). These findings provide strategic direction for service improvement through
enhancing cleanliness SOPs, adding supporting facilities, and organizing spatial layout. This study also
opens opportunities for further research in the form of comparisons between terminals and before–after
studies following interventions.