Jurnal Manajemen Bisnis Transportasi dan Logistik
Vol 6, No 2 (2020): Mei

Kepuasan Penumpang Terminal Antar Kota di Kabupaten Malinau Provinsi Kalimantan Utara

Welly Acang (Institut Transportasi dan Logistik Trisakti, Jakarta)
M. Arif Hernawan (Institut Transportasi dan Logistik Trisakti, Jakarta)
Deden Galih Ginanjar (Institut Transportasi dan Logistik Trisakti, Jakarta)

Article Info

Publish Date
09 Dec 2020

Abstract

The purpose of the study is to find out the effect of service quality of Malinau district inter-city terminal passengers’ satisfaction in North Kalimantan. The problems faced by the district were about the inadequate terminal’s condition, bad terminal’s management, naughty passengers who ride the bus from outside the terminal, the inadequate ticket box facility, and no integrated Standard Operating Procedures. To get the research subject, the writers were using Servqual analysis (gap), Importance Performance Analysis (IPA) with 30 Malinau inter-city terminal passengers as samples and Cartesius diagram. Based on the results, the writers find out that the terminal has not fulfilled the standard of the service quality which included the safety and security services, well-organized/reliable service, comfortable and convenience services, and the equality service.

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Journal Info
Jurnal Manajemen Bisnis Transportasi dan Logistik
Website

Abbrev

jmbtl

Publisher

Institut Transportasi dan Logistik Trisakti

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Transportation

Description

The Journal of Transportation and Logistics Business Management is published by the Fakultas Manajamen dan Bisnis Institut Transportasi dan Logistik Trisakti as a scientific responsibility and the embodiment of the "Tridharma" of higher education. The scope of the article includes: Digital Service ...