Oktavandi Vananda, Harry (2019) EVALUASI PELAYANAN TERMINAL BUS TERPADU SENTRA TIMUR PULOGEBANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

Pulogebang Bus Station, known as East Center Intregated Bus Station Pulogebang is one of type A bus station which is located in Cakung, East Jakarta.. Pulogebang was built to replace the role of Pulo Gadung Bus Station, which was unable to accommodate the volume of vehicles.. Therefore, researcher are interested in knowing how the current condition of Pulogebang Bus Station is, and how user` satisfaction is about service in Pulogebang Bus Station, Jakarta. This study uses a field survey method by observing at Pulogebang Bus Station to evaluate the current condition of the Bus Station, which will be compared with the benchmark in Permenhub no. 40 of 2015 about Service Standards for Implementing Road Transport Passenger Bus Stations, as well as spreading questionnaires about terminal services directly to service users who will be calculated with Service Quality (ServQual) calculation methods. The results of the field survey on bus station conditions, Pulogebang Bus Station fulfilled 92.68% of the facilities contained in Permenhub No. 40 of 2015. Overall, user satisfaction with Pulogebang Bus Station services is not satisfactory, with minus GAP. Whereas the results of vehicle crew respondents and restaurant owners show that some facilities have positive GAP values, which means that what is expected of the vehicle crew and restaurant owners has been fulfilled. Keyword: Pulogebang Bus Station, service users, level of satisfaction, conditions of Pulogebang Bus Station

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