• SEDAYU Agung Department of Architecture, State Islamic University of Maulana Malik Ibrahim Malang Jalan Gajayana 50, Malang, East Java



Importance, performance, service attributes, public transport 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.


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