Performance Evaluation of Type A Terminal in Subang Regency

Abstract

The development of urban areas is closely related to the effectiveness of their transportation systems, where terminals function as vital nodes that facilitate mobility and economic activity. The Subang Type A Terminal, as one of the largest terminals in Subang Regency, plays a strategic role in supporting intercity and interprovincial transportation. However, its utilization has not yet reached optimal levels, as many passengers prefer boarding and alighting outside the official terminal area. This study aims to evaluate the performance of the Subang Type A Terminal by analyzing the conditions of its facilities, compliance with service standards, and the factors influencing its underutilization. This research uses a mixed-method approach, combining quantitative and qualitative analysis. The quantitative component involved distributing questionnaires to 56 respondents consisting of passengers, drivers, and terminal users. Data were analyzed using the Importance Performance Analysis (IPA) method to identify the gap between user expectations and actual service performance, and the Simple Additive Weighting (SAW) method to determine service priorities based on weighted evaluations. The qualitative component included observations and in-depth interviews with terminal staff and users to obtain descriptive insights into operational management and user satisfaction. The results show that several terminal facilities do not yet meet the minimum service standards set by the Ministry of Transportation. Key weaknesses were found in accessibility, cleanliness, and waiting area comfort, while security and scheduling services were rated as satisfactory. The study concludes that improving the physical condition of facilities, enforcing regulations, and enhancing user-oriented services are crucial to maximizing the function of the Subang Type A Terminal. These improvements are expected to strengthen the terminal’s role as an integrated transportation hub and as a driver of regional economic development.