PASSENGER SATISFACTION AND SERVICE IMPROVEMENT PRIORITIES AT PASIR HAYAM TERMINAL USING CSI AND IPA

Abstract

Passenger terminals serve as essential nodes in road-based public transportation systems, where service quality significantly influences user satisfaction. However, the availability of terminal facilities alone does not guarantee positive passenger perceptions. This study evaluated passenger satisfaction and identified service improvement priorities at Pasir Hayam Type B Terminal, Cianjur Regency, Indonesia, based on the service standards specified in the Indonesian Minister of Transportation Regulation PM 40/2015. A descriptive quantitative approach was employed using field observations and a five point Likert-scale questionnaire. Based on 158 questionnaires collected, 101 valid responses were analyzed across 39 service attributes. Passenger satisfaction was measured using the Customer Satisfaction Index (CSI), while service improvement priorities were determined through Importance Performance Analysis (IPA). The overall CSI reached 79.20%, indicating that passengers were generally satisfied with the terminal services. Among the service dimensions, reliability achieved the highest CSI (81.08%), whereas equity recorded the lowest (75.41%). The average importance score (4.254) exceeded the average satisfaction score (3.964), resulting in an overall service gap of −0.290. IPA identified two high-priority attributes requiring immediate attention: (1) the effectiveness of security facilities, including security posts, closed-circuit television (CCTV), and designated security areas; and (2) the provision and maintenance of green open spaces, terminal cleanliness, and segregated waste bins. Although the terminal achieved an overall satisfactory performance, the results reveal critical operational and environmental deficiencies that warrant improvement. These findings provide an evidence based framework for prioritizing resource allocation and enhancing service quality to better meet passenger expectation.