Kinerja Pelayanan Bus dan Terminal Antar Lintas Batas Negara Sei Ambawang - Maulidya, Ichda (Warta Penelitian Perhubungan, 2020)
AbstrakTerminal Sei Ambawang sebagai Terminal Antar Lintas Batas Negara (ALBN) yang terletak di Provinsi Kalimantan Barat dibangun untuk meningkatkan konektivitas antarwilayah, baik di dalam negeri maupun dengan wilayah negara tetangga dan meningkatkan pelayanan bagi para pengguna bus dan terminal. Keberadaan Terminal Sei Ambawang diharapkan dapat memudahkan masyarakat dalam mengakses wilayah negara tetangga untuk mendongkrak kegiatan perekonomian maupun sosial. Penelitian ini menganalisis kinerja pelayanan bus dengan melibatkan sebanyak 31 indikator yang dikaji dan Terminal Sei Ambawang sebanyak 41 indikator yang dikaji menggunakan Indeks Kepuasan Masyarakat (IKM). Pengukuran dilakukan terhadap 60 responden menggunakan skala Likert. Dari hasil penelitian, diketahui bahwa tingkat kepuasan pengguna terhadap kinerja pelayanan bus dan terminal di Terminal Sei Ambawang masing-masing sebesar 74,54% dan 71,73%. Hal ini menandakan bahwa para pengguna bus dan terminal merasa puas terhadap kinerja pelayanan di Terminal Sei Ambawang. Atribut tertinggi dalam kepuasan kinerja pelayanan bus adalah keahlian pengemudi dan kemudahan mendapatkan tiket dengan nilai rata-rata sebesar 3,01 sehingga atribut tersebut perlu dijaga kualitasnya, sedangkan nilai IKM terendah terletak pada atribut tanda pengenal bagasi dengan nilai rata-rata sebesar 2,7. Oleh karena itu, untuk meningkatkan kinerja pelayanan bus ke depannya, pihak operator bus perlu memberikan tanda pengenal bagasi pada setiap barang bawaan para penumpang yang berisi identitas penumpang agar mudah dikenali, tidak tertukar, dan terjamin keamanannya. Di sisi lain, atribut tertinggi dalam kepuasan kinerja pelayanan terminal meliputi atribut kondisi jalur kedatangan bus, rambu/petunjuk dalam terminal, dan keteraturan sistem naik turun penumpang dengan nilai rata-rata sebesar 3,13. Hal ini menandakan bahwa ketiga atribut tersebut dalam kondisi baik dan memadai. Namun, atribut keberadaan Anjungan Tunai Mandiri (ATM) merupakan atribut dengan nilai IKM terendah, yaitu sebesar 2,10. Dengan demikian, pihak penyelenggara Terminal Sei Ambawang perlu menyediakan fasilitas ATM untuk perbaikan kinerja pelayanan terminal ke depannya.Kata kunci: Sei Ambawang, kinerja pelayanan bus dan terminal, dan Indeks Kepuasan Masyarakat (IKM)AbstractService Performance of Bus and Inter-State Border Terminal of Sei Ambawang: Sei Ambawang Terminal as an Inter-State Border (ALBN) Terminal located in West Kalimantan Province was built to improve connectivity between regions, both domestically and with neighboring countries and to improve services for bus and terminal users. The existence of the Sei Ambawang Terminal is expected to facilitate the community in accessing neighboring countries to boost economic and social activities. This study analyzed the performance of bus services by involving 31 indicators studied and Sei Ambawang Terminal of 41 indicators using the Customer Satisfaction Index (CSI). The measurement was made on 60 respondents using a Likert scale. From the results, it is known that the levels of user satisfaction on the performance of bus and terminal services in the Sei Ambawang Terminal were 74.54% and 71.73% respectively. It indicates that bus and terminal users were satisfied with the service performance at Sei Ambawang Terminal. The highest attributes in bus service performance satisfaction were the drivers’ expertise and ease in getting tickets with an average value of 3.01 so that the quality of the attributes need to be maintained, while the lowest CSI value was the attribute of baggage identification with an average value of 2.7. Therefore, to improve the performance of bus service, it needs to provide baggage identification on each passenger’s luggage containing passenger data so that they are easily recognized, not exchanged, and safety guaranteed. On the other hand, the highest attributes in the satisfaction of terminal service performance included the attributes of bus arrival lane conditions, signs/directions in the terminal, and the regularity of load and unload passenger’s system with an average value of 3.13. It indicates that the three attributes were in good and adequate condition. However, the attribute of the Automatic Teller Machine (ATM) was at the lowest CSI value, which was 2.10. Therefore, the operator of Sei Ambawang Terminal needs to provide ATM facilities to improve the performance of the terminal services in the future.Keywords: Sei Ambawang, bus and terminal service performance, and Customer Satisfaction Index (CSI).