IMPORTANCE-PERFORMANCE ANALYSIS TO ARJOSARI TERMINAL

Public transport is one of the important solutions to solve transportation problems in Indonesia. At this present, the level of congestion and traffic accidents were very high. This was caused by increasing in using cars and motorcycles. This condition is not matched by public transport services that are decreasing in quantity and performance quality of the vehicles. Therefore with the issues it needs improve public transport services that are reliable and cheap. This study suggests efforts to improve public transport services based terminal user perceptions. This study location is Arjosari terminal. The method is Importance-Performance Analysis (IPA). The analysis results obtained service attributes include assurance, responsiveness, performance, aesthetics, easy, reliability, durability, frequency, comfort, and the availability of facilities. The results get priority to be repaired include security protection and safety, Aesthetics waiting room, no long in waiting time, provide information and complaint center, and the available of Goods repository.


INTRODUCTION
Transport problems in Indonesia at this time more complicated and complex.Those problems include traffic jams, highly traffic accidents, environmental pollution due to vehicle pollution, and issue of transport infrastructure services.Public transport as one of the solutions to solve transporttation problems in Indonesia has been decreased in its performance.This caused many users like private vehicles rather than using public transport.The transport data of Surabaya City which is one of the major cities in Indonesia and the capital of East Java Province, Indonesia, rised to 455% in using personal vehicles from 1976 to 1998 (Sulistio and Silitonga, 2010).Public transport declining in quantity and service caused terminal performance and service degradation.Terminal as nodes to change modes of public transport have important role in solving transportation problems (Rauf, 2002).The performance declining of terminal as one of the transport infrastructure is not only caused by the decline in public transport.There are several factors that contribute to determine the problem includes the availability of facilities, location, minimum requirements, easy and amenities in the terminal.This study seeks to obtain the factors that influence public transport terminal services according to level of user importance and satisfaction.This study to analyses the factors according to user importance and satisfaction by using importance classification diagram.From the diagram could be obtained the improvement priorities of services quality.Users include passengers who regularly (often) and rarely use the terminal.The research location is Arjosari terminal in Malang City, East Java Province, Indonesia.Arjosari terminal as the main terminal type A is located in Malang city which has a very important role in linking public transport modes from the northern, eastern and western part of East Java.Malang as the second biggest city in East Java after Surabaya has a strategic position as transit node.The method that used is the Importance-Performance Analysis (IPA) to service attributes of public transport terminals.Survey steps consisted of a preliminary and continuation survey.Both surveys were conducted by interview and filling questionnaire by the user terminal.

Concept Framework of Terminal Performance Determination
Concept Framework of terminal performance and services determination as public facilities based on the concept of Performance Based Design of Buildings (PeBBu) (Spekkink, 2005).The Performance Based Design of Buildings (PeBBu) provide understanding and performance-based development by considering the similarity between the terminal technical aspects with user needs called voice of user.This research stages carried out by preliminary survey to respondents and scoring the level of service attributes need of public transport terminal.Preliminary surveys consist of observation to terminal existing conditions and distribute questionnaires to terminal user as respondents.Service attributes as a research variable is based on the attributes of the terminal regulations in Indonesia, study and previous research, and attributes according to user needs.From the scoring process can be obtained requirements level rating of service attributes.The scoring use SPSS 19 which one program to analyze statistic descriptive.Furthermore, the scoring results are used to determine a standard service attributes are arranged in questionnaires that are ready to be distributed to respondents (users) through continuation survey.The continuation survey was conducted to determine the level of user importance and satisfaction for a standard service attributes by using importance-performance analysis (IPA).The method that is developed in this study is shown in Figure 1.

Terminal Classification
The

Research Sampling Determination
Respondents who have been targeted in information collecting of service attributes needs are passenger who regularly (often) and rarely use the terminal.Number of respondent are taken by use minimal sample at least 30 people (Sugiyono, 2009).To avoid fault data, this research use 45 peoples to become respondents.Number of respondents for continuation survey is determined by stratified random sample technique, it will obtain terminal users stratum.Research samples that were targeted in this study are the terminal users that are public transport passengers.Determination of minimum sample can be sought by the Bernoulli equation: Where: N = number of minimum samples Z = the value of the normal distribution e = error p = proportion of questionnaires that are assumed true q = proportion of questionnaires that are assumed wrong Value is assumed correct by 95%, then the number of questionnaires that are assumed wrong is 5%.To avoid lacking of data because of mistake of filling or the questionnaires are not return, the number of respondents to be used by 150 peoples with the details:  Passengers who regularly or often use the terminal and its facilities = 75 peoples  Passengers who rarely use the terminal and its facilities = 75 peoples

Services Attribute Determination
The service attributes are refers to previous researches that are described in Table 1.The service attributes are matched to the existing condition and location of the terminal, then prepared a questionnaire to be filled by public transport passengers in the preliminary survey.
Questionnaire is form of question items contain terminal service attributes that are measured with a Likert scale (see Table 2).

Validity and Reliability Test
Validity test was conducted to determine the validity of the questionnaire that will be distributed to respondents.The test carried out on 30 people (Sugiyono, 2009).For the validity test, we use Pearson product moment correlation that is formula to calculate the correlation coefficients of each item with the total score.The formula is; Where: rxy = correlation coefficient of searched items X = respondents score for each item Y = respondent total score of all items ΣX = sum of scores in the distribution X ΣY = sum of scores in the distribution Y ΣX 2 = sum of squares of each score X ΣY 2 = sum of squares of each score Y N = number of subjects Reliability test was conducted to determine whether the data collection tool shows the level of precision, accuracy, stability, or consistency in expressing certain symptoms of a group of individuals, even if done at different times.Reliability test conducted on items that have been strongly correlated.For Internal Consistency test using consistency coefficient (Cronbach's alpha).Cronbach's Alpha equation used in this reliability test is: Where: r1 = instruments consistency k = number of questions items Σσb 2 = number of items variance σb 2 = total variance In this study, an instrument said to be strongly correlated if the correlation value above of 0.6 (Sugiyono, 2009).The instrument is reliable if the value of alpha coefficient (Cronbach's alpha coefficient) is above of 0.60 (Sugiyono, 2009).Validity and reliability test of the questionnaire with SPSS 19.

User Importance Performance Analysis (IPA)
This analysis is intended to get user importance to service attributes.In principle, IPA combines dimensional measurements to the expectations and importance two grids (see IPA diagram in Figure 2), then both dimensions were plotted into it.Importance value is plotted as the vertical axis while the expected value as a diagonal axis by using the mean value contained in importance and expectation dimension as the center line cutting.The diagram consists of fourquadrant that shows level of importance to service attributes.IPA is used to get the importance of customer to service attributes.The level of importance is described in the importance diagram that is divided into four quadrants (Figure 2) with description as follows, a. Quadrant A, the area that contains the attributes are considered important by customers but not as expected (levels of customer satisfaction are still very low).In this area the management institution perform improvements continuously in order to increase performance in this quadrant.b.Quadrant B, the area that contains the attributes is considered important by customers and the attributes are assumed in accordance with the perceived so the level of satisfaction is high.c.Quadrant C, the area that is contains attributes are considered less important by the customer and in fact have less special performance.d.Quadrant D, the area that contains the attributes are considered less important by the customer and assumed excessive.
In the user importance and satisfaction collecting, the survey result can be compared.Table 3 shows the data between terminal user satisfaction and importance.

RESULTS AND DISCUSSIONS Preliminary Survey Results
Observation and documentation stages for secondary data from the management institution of Arjosari terminal obtain results as in Table 4.
From previous studies and surveys about service attributes needs in Arjosari terminal, then determine ten basic services attributes of Arjosari terminal Malang.The survey results can be seen in Table 5.
Ten attributes compiled in Table 5 in the list of questionnaires which distributed to respondents through preliminary surveys.Scoring in questionnaire is analyzed by using SPSS 19 and the results are summarized in Table 6.From Table 6 it can be seen that the highest service attributes are availability of terminal facilities (A10) with a total score of 184 and a mean value of 4.09, while the lowest is Durability of public transport services and facilities with a total score of 156 and a mean value of 3.47.This suggests that the availability of terminal facilities in Arjosari terminal is very important to be improved.Availability of terminal facilities (A10) is described into 21 criteria that the facilities should be improved by the terminal management institution.Preliminary survey result can be calculated levels of user needs to 21 terminal facilities where the highest total score is the waiting room (F-3) with a total score of 186 (mean value 4.133), while the lowest is mosque (F-14) with a total score of 159 and the mean value of 3.533.More results can be seen in Table 7.The Ten basic attributes in Table 5 is described into 54 detailed terminal service attributes in order to be more valid measurements.Fifty-four attributes arranged in questionnaire that is prepared to distribute to the respondents through continuation survey.The continuation survey results can be seen in Table 8.

Results of Validity and Reliability Test
Before conducting IPA steps, the questionnaire as a data collecting tool must be measured levels of validity and reliability.Validity and reliability tests conducted on 30 respondents.Validity test conducted showed that all item questions for importance instrument has a correlation value greater than 0.6.While alpha coefficient of 0.934 and the value of alpha (Cronbach's Alpha) is greater than 0.6, meaning all items in question stated interest rate instruments valid and reliable.Results of validity and reliability of the instrument User Satisfaction of the 30 people showed that all item questions for User Satisfaction instruments have correlation values greater than 0.6.While alpha coefficient (Cronbach's Alpha) of 0.936 (is greater than 0.6).Thus, it means the item in question contains user satisfaction instruments are valid and reliable.
From these results it is shown that the main priority for repairs and improve by the terminal management institution include security and safety protection (no.1), aesthetic waiting room ( 14), no longer for waiting time (no.26),Availability of information and complaint center (no.45) , and Availability of safety goods repository (no.46).While the service attributes are considered excessive consist Employees attention to all customer complaints (no.5),Employees have sufficient skills and abilities (no.8),Functioning of lighting (natural and artificial) (no.9),Easy for getting ticket (no.20),No ticket brokers (no.36),Regularity in roads, parking, circulation, and space organization (no.37), and Availability of canteen, restaurant, and food store (no.43).

CONCLUSION
Public transportation services are determined in part by which service attributes are prioritized based on the characteristics and needs of its users.The Factors influence Arjosari terminal services in order of user importance and satisfaction.The user is passengers who frequently and rarely use the terminal.Preliminary survey to obtain the 10 service attributes Assurance, Responsiveness, Performance, Aesthetics, Ease, Reliability, Durability, Frequency, Comfort, and the availability of facilities.The 10 attributes derived from availability of terminal facility that has the highest score according to the needs of users and facilities that are needed to be improved is the waiting room facilities.In the advanced stages of the survey received 54 service attributes and details using IPA analysis obtained security protection and safety attributes to be a very high priority for development.Subsequent research suggested that indepth analysis method to determine the priority and target of increasing public transport terminal services.
terminal of this research is the terminal type A as regulation of Transportation Minister Number 31 year of 1995 which provide the definition and classification of the terminal in Indonesia as follows: a. Type A, has function to serve public transport for inter-city and inter-provincial transportation, state boundary transportation, transportation between cities in the province, and urban and rural transportation; b.Type B, has function to serve public transport for transportation between cities in the province, and urban and rural transportation; c.Type C, has function to serve public transport for rural transportation.

Figure 1 .
Figure 1.Research Method Development

Table 2 .
Likert Scale of Measurement

Table 1 .
Variables from Previous Research

Table 3 .
Data between Satisfaction and Importance

Table 4 .
Existing Data of Arjosari Terminal

Table 5 .
Classification of Basic Service Attributes

Table 6 .
Statistical Description of a Preliminary Survey Results in Terminal Arjosari

Table 7 .
The Level of Requirement and Availability Rank of Terminal Facilities

Table 8 .
The Mean Values of Level of Importance and Level of Satisfaction in Arjosari Terminal

Table 9 .
Priority Status of Service Attributes in Arjosari Terminal