Putri, Nuelita Didit Dea (2025) Analysis of the level of service at landungsari terminal using the importance performance analysis and strengths weaknesses opportunities and threats methods / NUELITA DIDIT DEA PUTRI</p>. Diploma thesis, Universitas Negeri Malang.
Full text not available from this repository.Abstract
p Terminal Landungsari holds a strategic role in supporting intercity mobility. However several service-related issues have been identified that may disrupt user comfort. Essential facilities such as baggage storage rooms are not yet available and some other infrastructures appear to be poorly maintained. This condition raises concerns about the potential decline in public interest in using the terminal services indicating the need for a deeper assessment of the quality of services provided. The objectives of this research are (1) to describe the characteristics of passengers at Terminal Landungsari (2) to analyze the level of service performance at Terminal Landungsari using the Importance Performance Analysis (IPA) method and (3) to provide recommendations for service quality improvement strategies at Terminal Landungsari based on Strengths Weaknesses Opportunities and Threats (SWOT) analysis. The data collection method used in this study involved distributing Likert-scale questionnaires to service users at Terminal Landungsari. The data were then analyzed using the Importance Performance Analysis (IPA) method to assess service performance from the users perspective. The IPA results were presented in a Cartesian diagram to identify service factors requiring improvement. These priority improvements were then followed by strategy formulation using the SWOT method which considers internal and external factors affecting the terminal s service quality. Based on the research findings (1) the dominant user characteristics include females (56%) aged 20 ndash 35 (61%) students (68%) traveling to their residence (73%) earning less than Rp1 000 000 per month (48%) traveling infrequently 1 ndash 2 times/month (59%) and having a high school education (71%). (2) The IPA method revealed that 33% of service indicators fell into Quadrant I indicating underperformance in key areas. The average suitability level was 73.3% with the lowest at 42% and the highest at 95%. (3) The SO strategy was deemed the most suitable focusing on land use optimization barcode functionality and promotional efforts. /p
| Item Type: | Thesis (Diploma) |
|---|---|
| Divisions: | Fakultas Teknik (FT) > Departemen Teknik Sipil (TS) > S1 Teknik Sipil |
| Depositing User: | library UM |
| Date Deposited: | 26 May 2025 04:29 |
| Last Modified: | 09 Sep 2025 03:00 |
| URI: | http://repository.um.ac.id/id/eprint/399582 |
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