JRSSEM 2023, Vol. 02, No. 9, 2064 – 2077

E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494

DOI : 10.59141/jrssem.v2i09.440 https://jrssem.publikasiindonesia.id/index.php/jrssem/index

INTER-CITY INTER-PROVINCIAL TRANSPORTATION

SERVICE AT THE KALIDERES BUS STATION AT 2019-

2021

Intan Handayani

Bhakti Nur Avianto*

1,2

Administrasi Publik, FISIP, Universitas Nasional, Indonesia

e-mail: intaanhandayani@gmail.com

;

bh4kti.nur@gmail.com

*Correspondence: bh4kti.nur@gmail.com

Submitted

: February 24

2023

Revised

: March 21

2023

Accepted

: April 25

2023

Abstract: This study aims to determine public services in the field of Intercity and Interprovincial

(AKAP) Bus transportation in Terminal Kalideres between 2017-2019, considering that Kalideres

Terminal is the largest in Jakarta with more than 5,000 passengers. This large number results in still

not optimal service functions managed by the DKI Jakarta Provincial Transportation Agency. The

research method used a qualitative approach to find out more about public services in the field of

transportation involving informants from the management and passengers. The results showed

that with the rapid development of cities, human activities are increasingly diverse, so we need a

system that regulates the transportation system in Indonesia. The impact that arises is the

increasing intensity of human movement as labor and goods as production materials. The factor

of means and transportation greatly affects the smooth mobility of passengers and goods.

Therefore, in addition to infrastructure factors, service factors also have an important role. This

study used the snowball sampling technique, which determined informants based on previous

informants without determining the exact number by digging up information related to the

required research topic. This paper is intended to improve the quality of service and satisfaction of

Kalideres bus station service users.

Keywords: public service; satisfaction; transportation; quality service.

Intan Handayani

Bhakti Nur Avianto*

| 2065

INTRODUCTION

One of the keys to the success of

regional development is the availability of

infrastructure that can support the

community's welfare. It can be realized if

the government provides transportation

infrastructure. The public often uses one of

the transportation services affordable by all

levels of society: bus transportation. Bus

transportation requires supporting

infrastructure in the form of a bus terminal.

Because whatever mode of transportation

is used, it will not work well if no

infrastructure supports it. Transportation

has a vital role, namely determining the

success of the development (Tan et al.,

2020) ; (Riaz et al., 2018).

Economic development according to

stages reflects the condition of

transportation. In the current setting of the

economy, transportation conditions are

very advanced. The shape of transportation

development shows the same direction or

an incredibly positive relationship.

Transportation is an essential means of

helping the economy. An area cannot stand

alone totally in meeting the needs of its

region, and the site needs other regions as

supporters connecting used is

transportation (Moody et al., 2019);

(Dietrich & Weber, 2018). Whether in the

economy, education, tourism, or culture,

regional development requires adequate

transportation services. Without

transportation as a means of support, one

cannot expect satisfactory results to

develop and improve an area (Verma et al.,

2021); (Setthasuravich & Kato, 2020);

(Marsden & Reardon, 2017).

The transportation system has the

nature of a network system where the

performance of transportation services is

strongly influenced by network integration

and integration. The terminal is part of the

transportation system and must have

quality services because the airport is one

of the critical public services supporting

economic activities. Kalideres Terminal is

one of the most significant types of A

terminals in DKI Jakarta. Kalideres Terminal

is a terminal located at the end of the West

Jakarta-Tangerang area, Banten. Kalideres

Terminal has an area of ± 3.5 Ha, which

began be built in 1983 and was

inaugurated on December 22, 1985.

Besides being a public transportation

base, Kalideres Terminal facilitates inter-city

and inter-provincial buses with about 67 PO

counters, including Sumatra and Java

counters. In a day, the departure of buses

to Java and Sumatra is around 200 buses.

With an average of 1000 passengers in one

day. In contrast to holidays or before going

home for Eid, passengers can be 2-3 times

more than usual. In addition, Kalideres

Terminal provides a rest area or canteen of

around 50 kiosks. The following chart

compares the increase in buses and

passengers in 2017 and 2019:

Fig.1: Bus/Passenger Ascension Chart, 2021

2066 | Inter-City Inter-Provincial Transportation Service at The Kalideres Bus-Station at The 2019-

2021

Fig.2: Bus/Passenger Ascension Chart, 2022

Kalideres Bus stations are an excellent

potential for the transportation sector to

increase regional income if this potential is

developed and managed correctly. In

addition, Kalideres Terminal, considered

one of the "largest terminals" in DKI Jakarta,

needs to improve its function and role as a

"show window" for DKI Jakarta Province,

which has a high number of passengers.

Based on direct observations made by

researchers, the service problems at the

Kalideres bus terminal, which are still a

public complaint, are: 1) There are still

many PO employees (autobus companies)

who offer tickets that are not following the

desired destination of prospective

passengers (ticket brokers), offering

impolite attitudes that seem to be pushy; 2)

Crime rates such as pickpocketing,

coercion, and hypnosis are still relatively

high; 3) The waiting room area is

open and uncomfortable due to the lack of

cleanliness in the waiting room seat area,

cigarette smoke, vehicle noise, and

pollution from bus vehicle fumes; 4) The

location of the arrival path or the arrival

path is still too far from the waiting room

area, and the lack of signs and information

boards on the arrival path makes people

confused when they want to continue their

journey; 5) The manual information board

containing the bus departure schedule

does not match the actual situation, which

results in the accumulation of passengers

with specific destinations. 6) The

breastfeeding room facilities are not

representative enough to make

breastfeeding mothers uncomfortable with

the terminal atmosphere. 7) There are still a

few bus ticket-price information boards

installed at the counter. It makes it more

accessible for brokers to take advantage of

the situation, especially during the

“Lebaran” and New Year transportation

seasons.

It has become the role of the

Transportation Service, the Road Transport

Terminal Management Unit, which must be

able to meet the community's demands in

carrying out public services. One example

of public service is the creation of service

innovations that focus on efforts to

increase passenger satisfaction.

As a provider of public services needed

by the community, the government must

be responsible and continue to strive to

provide the best service for the sake of

improving public services (Adjat et al.,

2020); (Mutiarin et al., 2019); (Lee, 2018);

(Wijaya, 2018). Every problem must have a

connecting theoretical basis to strengthen

the problem. Therefore, the author will

present several theories to help the process

of solving research problems related to

public services, especially government

services in bus transportation at the

terminal (Vickers, 2017); (McKenzie, 2020).

Public services are defined as a series

of activities carried out by the public

bureaucracy to meet users' needs. The

users in question are citizens who need

public services. Zeithaml et al. in (Engdaw,

2020) argue that consumer expectations for

service quality are greatly influenced by the

Intan Handayani

Bhakti Nur Avianto*

| 2067

information obtained by word of mouth,

consumers' needs, and past experiences in

consuming a product. Because they know

the quality of service that consumers feel.

Provide an indicator of a measure of

customer satisfaction, which lies in 5 (five)

dimensions of service quality: 1) Tangibles,

namely services in physical office facilities,

computerized administration, waiting

rooms, information centers, and so on,

must be reliable; 2) Reliability, namely the

ability, and reliability to provide services

that reliable and accurate. Performance

must be following customer expectations

and without error; 3) Responsiveness,

namely the ability to help and provide

services quickly and accurately. And

responsive to consumer desires; 4)

Assurance, namely the ability and

friendliness, and courtesy of employees to

ensure consumer confidence; 5) Empathy;

the firm but attentive attitude of employees

towards consumers to understand

consumer desires. Public service is the

provision by the government. On behalf of

the government, the private sector, and the

community, payment to interests

(Aminudin, 2019 ; (Irtema et al., 2018).

Public service is an activity carried out

by a person or group of people based on

factors through specific systems,

procedures, and methods to fulfill the

interests of others following their rights

(Chan et al., 2020); Aminudin, 2019;

Fajarwati, 2018). The essence of public

service is the provision of excellent service

to the community, which embodies the

obligations of government officials as

public servants. From some of the opinions

expressed by the experts mentioned above,

it can be concluded that the notion of

public service is all public service activities

carried out by government institutions or

agencies in the form of goods or services

to meet the community's needs with

excellent service. And the emphasis of the

notion of public service is on the process of

achieving goals. It is said to be a perfect

service if the goals or objectives are

performed according to the plan and have

the expected or desired effect or impact.

Because the service apparatus does not

have the slightest reason not to be oriented

to total customer satisfaction, even

customer satisfaction can be used as a

barometer to measure service success. To

achieve this, the government should not

evade the principle of service carried out

wholeheartedly. So, the authors are

interested in using the theory of Zeithaml

et al. as an indicator to measure inter-city

bus transportation services between

provinces, the Department of

Transportation at Kalideres Terminal.

In the business world, it is not just the

product/service that matters. In terms of

business, quality is considered a way to

retain customers. Quality means that

companies must meet customer

expectations and satisfy their needs. The

meaning of service is a service process

resulting from four input processes: people

processing (consumer), possession

processing, mental stimulus processing,

and information processing. As a system,

the service business is a service operating

system, service delivery system, and service

marketing system. Where service

marketing delivery systems, namely how a

company delivers services to consumers.

Quality is a dynamic condition associated

with products, services, people, processes,

2068 | Inter-City Inter-Provincial Transportation Service at The Kalideres Bus-Station at The 2019-

2021

and environments that meet or exceed

expectations (Graves et al., 2019); (Xue et

al., 2018); (Pratiwi et al., 2018)

According to (Avianto & Oktaviani,

2020) quality is how to find out what

creates value for consumers, and

companies must provide that value.

Therefore, service quality must receive

serious attention from the management of

service organizations. To determine the

quality of service to be achieved by a

service organization, the organization must

first have a clear goal. The definition of

service quality may differ but specifically

includes matters in determining whether

the perceived service meets customer

expectations. Customers judge service

quality based on their perception of the

technical results provided, which is how

delivered results. Service is the process of

meeting needs through the activities of

others directly. There are two types of

services needed by humans. Namely,

physical services are personal as humans

and administrative services are provided by

other people as members of the

organization, be it mass or state

organizations.

MATERIALS AND METHODS

The research approach used in this

research is to use a qualitative approach.

The selection of informants as data sources

in this study is based on the principle of

subjects who master the problem, have

data and are willing to provide complete

and accurate information (Gill, 2020).

Informants who act as data sources and

information must meet the requirements.

Critical informants in this study are the

relevant authorities or policymakers and

stakeholders from the Kalideres Terminal

Transportation Service. Data collection

techniques used in this study consisted of:

a) Primary data, namely data collection

techniques using observations and

interviews conducted on 100

respondents.

b) Secondary Data, namely data obtained

from literature review sources,

electronic media, relevant journals, and

regulations.

c) Documentation Data in the form of

photos of activities, official reports,

minutes of meeting results and

decision letters, and other related

documents.

The data analysis technique used in this

study was descriptive analysis which was

carried out to identify the excellent service

quality of Kalideres Terminal. The data

analysis process begins by examining all

available data from various sources, namely

through observation, interviews, and

documentation.

Data analysis in qualitative research is

carried out before entering the field,

during, and after completion in the area.

The technique of checking the validity of

the data in this study is the triangulation

technique. This study uses three kinds of

triangulation. Firstly, triangulation of data

sources in the form of information from

places, events, and documents and archives

containing notes related to the data in

question. Second, triangulation techniques

or methods of collecting data from

interviews, observations, and documents.

Third, concluding. The initial conclusions

put forward are still temporary and will

change if no substantial evidence is found

Intan Handayani

Bhakti Nur Avianto*

| 2069

to support the next stage of data collection.

However, suppose the findings raised early

are supported by valid and consistent

evidence when the researcher returns to

the field to collect data. In that case, the

conclusions put forward are credible. Data

analysis in this study was carried out

through three activities that co-occurred,

namely data reduction, data presentation,

and drawing conclusions or verification.

Qualitative data analysis is an ongoing,

iterative, and continuous effort. The

problem of data reduction, data

presentation, and the conclusion is a series

of analytical activities that follow one

another ((Guerra & Pazey, 2016) &

Onwuegbuzie 2019; (Kalpokaite &

Radivojevic, 2018).

RESULTS AND DISCUSSION

To measure public services, there are 5

(five) indicators or measures to see public

services, namely tangibles; reliability;

responsiveness; assurance, and empathy. In

this case, the author uses these five

indicators as a measure in the study to

determine the inter-city inter-provincial bus

transportation services at Kalideres

Terminal

Tangibles

The form of services in the form of

office physical facilities, computerized

administration, waiting rooms, information

centers, and so on must be reliable. In

tangibles indicators, it can be seen from the

start of computerized administrative

infrastructure, facilities such as waiting

rooms, counters, and so on. And, the

physical appearance of the officer is also

determined. In this dimension, the author

uses interview techniques to find out how

the service itself is. Based on the results of

interviews, we know that the form of

infrastructure is not sufficient, renewal or

renovation to support terminal services

cannot be carried out independently,

overall renewal must follow the procedures

of the related management unit, but

maintenance is carried out independently.

“One of the supporting modes of

transportation for intercity bus services

between provinces is the terminal. So

infrastructure is critical to support services

to passengers. And we always try to

prepare the best possible infrastructure,

starting from administrative office

administration for the administrative

purposes of bus services companies,

namely counters, kiosks, and toilets. And

we also prioritize terminal service users

such as waiting rooms, restrooms, and

nursing mothers' rooms. In addition, we

have a particular room for information

services to make it easier for passengers to

travel from Kalideres Terminal. We need to

admit that the building that stands as

Kalideres Terminal is an old building, so

weathered buildings need to be renovated

or renewed. We cannot continue these

services independently because we must

follow the complete renewal of the related

units. However, for the maintenance of

infrastructure facilities, we do it alone.

However, under the auspices of the

Department of Transportation, the Road

Transport Terminal Management Unit

continues to provide progressive efforts for

development every year. Every year, it

experiences a progressive increase to

support the satisfaction of terminal service

2070 | Inter-City Inter-Provincial Transportation Service at The Kalideres Bus-Station at The 2019-

2021

users. In addition, the physical appearance

of members or officers is significant, and we

continue to urge to always maintain the

arrival of our officers to look good. So far,

these services have been quite helpful for

terminal service users, and of course, we

never give up and are always eager to

maintain and try to improve it to improve

the quality of the services we provide”

(Interview results, 2021)

“My experience at Kalideres Terminal is

decades old, so developments regarding

infrastructure development at Kalideres

Terminal are currently experiencing

significant changes from the past. Now, we

are facilitated by the existence of

administrative services that are more

concise and faster. The large passenger

waiting room makes it easier for

passengers to rest while waiting for the bus

to arrive. Clean toilets and breastfeeding

rooms are available. The Customer Service

room is also located in front of the counter.

In conclusion, I feel that the terminal

infrastructure is quite good. And

appearance is also considered quite good.”

(Interview results, 2021)

“As a service provider for bus companies at

the Kalideres terminal, we are quite

satisfied because currently administrative

services are easier and we can pay levy

taxes online, meaning we no longer need to

queue and wait at the office. The

infrastructure in the field is quite good,

especially since there are quite a lot of

Budiman passengers, we are provided with

sufficient bus parking facilities, and our

passengers are given easy access. The

appearance of the officer is considered

quite neat” (Interview results, 2021)

Based on the results of the interviews

above, it can be concluded that the physical

form of the infrastructure at Kalideres

Terminal is said to be quite good. Because

it has the necessary supporting facilities

such as waiting rooms, toilets, customer

service rooms, and breastfeeding rooms

and can be accessed easily. And also, the

appearance of the officer is considered

quite neat in duty.

Thus, this facility is used as a step to

increase passenger satisfaction and provide

a sense of comfort to users of terminal

services or the public. After the author

made direct observations, it can be

concluded that the form of the Kalideres

Terminal service facilities is quite

representative. It's just that there is a need

for additional waiting rooms and additional

space for the counter so that it is sufficient

for passenger capacity so that terminal

services will be better in the future (Gaulė

& Jovarauskienė, 2022).

Reliability

Measuring the indicator reliability

because a good service can be supported

by accuracy, professionalism, and the ability

of officers who can be relied on in providing

services immediately, quickly, and

responsively. Reliability here aims to

improve the quality of service excellently.

Based on the interviews above, it

concluded the aspect of trustworthiness or

reliability of officers in providing services is

not running optimally. The Kalideres

Terminal service unit head with the

Kalideres terminal service officer has tried

to run according to terminal service

standards. Still, the impact has not been felt

Intan Handayani

Bhakti Nur Avianto*

| 2071

by terminal service users because the

terminal, as one of the providers of land

transportation services, is still left behind

with other transportation even though

buses are called the people's favorite

affordable option. It needs a lot of service

innovations such as online services for

ticket purchases, information on departure

and arrival times, and online criticism. After

the author made direct observations, the

writer could find out that the reliability or

reliability of terminal service officers was

still not running at maximum because care

is still needed to add innovative products to

increase passenger comfort.

“Regarding the reliability of our service, we

always strive to provide excellent service to

users of terminal services, and we carry out

benefits according to service standards as

stipulated by the DKI Jakarta provincial

government. We have additional customer

service officers who are focused on services

and complaints from users of terminal

services. And we continue to try to balance

the needs of users of terminal services

where there is a public stigma that lands

transportation services, especially

terminals, are felt to be left behind

compared to other transportation services.

But we will continue to strive to provide the

best service. Supported by qualified human

resources, we believe that they can work

and reduce and evaluate complaints

submitted by users of terminal services”

(Interview results, 2021).

“We can now serve users of terminal

services by continuing to innovate services;

if users of terminal services have not felt the

full benefit from us, we strive for

continuous evaluation, and we will not be

complacent and continue to do what is

needed. Best, the most important thing is

that we do it according to service standards

or following Standard Operating

Procedures.” (Interview results, 2021)

“The Kalideres Terminal officers' services

greatly help us because we are given the

convenience of operating at the Kalideres

Terminal. And also, our prospective

passengers are given full service related to

complaints that occur. The unfortunate

thing is that there may be a limited number

of members. If members are added or

become more, can this service do better?

As bus service providers, we are given good

service by terminal service officers.

Likewise, we always provide the best service

to our prospective passengers. And I think

the officers have offered full service.”

(Interview results, 2021)

Based on the interviews above,

officers' reliability in providing services is

not running optimally. The Kalideres

Terminal service unit head with the

Kalideres terminal service officer has tried

to run according to terminal service

standards. Still, terminal service users have

not felt the impact because the terminal, as

one of the providers of land transportation

services, is still left behind with other

transportation even though buses are

called the people's favorite affordable

option. Then we need a lot of service

innovations such as online services for

ticket purchases, information on departure

and arrival times, and submitting criticism

online (Engdaw, 2020).

Responsiveness

2072 | Inter-City Inter-Provincial Transportation Service at The Kalideres Bus-Station at The 2019-

2021

The next indicator of public service is

responsiveness or responsiveness of

service quickly and responsively where the

purpose of this indicator is as human nature

is generally happy when noticed, served

quickly and concisely this responsiveness

measures the extent to which service

personnel can be willing to help or the

desire to assist and provide prompt and

responsive service in dealing with problems

or complaints.

"We are indeed in the service of how our

officers can provide prompt and responsive

service. We always hope to give the

appropriate expectations even more. The

quality of human resources has been

ensured to be adequate because, from the

recruitment process, the central

government only accepts those who meet

the criteria needed such as young age and

strata one education level which is

expected to provide a new face and

enthusiasm in public service. And we will

continue to work to change the stigma of

terminal service users who were once

terrible now providing satisfactory service.

However, there are still some obstacles in

the field such as rampant criminality such

as pickpocketing in the terminal

environment, we coordinate with the local

police post for follow-up. However, this is a

challenge for us to continue to provide

maximum service." (Interview results, 2021)

"We are doing this to be responsive, one of

which is by continuing to appeal through

loudspeakers by our officers that we always

provide services and respond 24 hours to

complaints and complaints that occur.

What is PR may be our limitations in

reducing crimes or criminal acts that are

beyond our control, but we always provide

excellent service for terminal service users."

(Interview results, 2021)

"As a large bus company that has been

established for a long time, responsiveness

is always given to our customers as

evidenced by our loyal customers and

always entrusting their journey to us, surely

we prioritize fast and responsive service not

forgetting the support from the service

personnel from Department of

Transportation who help our customers

well" (Interview results, 2021)

Based on the interviews above,

officers' reliability in providing services is

not running optimally. The Kalideres

Terminal service unit head with the

Kalideres terminal service officer has tried

to run according to terminal service

standards. Still, terminal service users have

not felt the impact because the terminal, as

one of the providers of land transportation

services, is still left behind with other

transportation even though buses are

called the people's favorite affordable

option. Then we need a lot of service

innovations such as online services for

ticket purchases, information on departure

and arrival times, and submitting criticism

online (Kwon et al., 2019).

Assessing

The following public service indicator

is responsiveness or responsiveness of

service quickly and responsively. The

purpose of this indicator is that human

nature is generally happy to be noticed,

and served rapidly and briefly. Assist and

provide prompt and responsive service in

Intan Handayani

Bhakti Nur Avianto*

| 2073

dealing with problems or complaints.

"Our focus is indeed on service

responsiveness, how our officers can

provide fast and responsive service. We

always hope to be able to meet

expectations even more. The quality of

human resources has been ensured to be

adequate. From the recruitment process,

the central government only accepts those

who meet the required criteria, such as

young age and a bachelor's degree

education level, which is expected to give a

new face and enthusiasm in public services.

And we will continue to try to change the

stigma of terminal service users who used

to be terrible and now provide satisfying

services. However, there are still some

obstacles in the field, such as rampant

crime, such as pickpocketing in the terminal

environment, which we coordinate with the

local postal police for further action.

However, this is a challenge for us to

continue to provide full service." (Interview

results, 2021).

"The way we do it to be responsive is of

them by continuously urging through

loudspeakers by our officers that we always

provide service and respond 24 hours to

complaints and complaints that occur.

What becomes PR may be our limitations in

reducing crime or criminal acts that are

beyond our control, but we always provide

excellent service for users of terminal

services."

"As a large bus company that has been

around for a long time, responsiveness and

evidenced by our loyal and loyal customers,

who always entrust their journeys to us. We

prioritize fast and responsive service, not

forgetting the support from the service

officers from the Transportation Agency

who help our customers well." (Interview

results, 2021).

Standard SOP is enforced if the bus

company is found to have an element of

fraud; it will be dealt with firmly according

to the procedure. That is what worries us as

users of terminal services where we want to

be given a specific time, but it doesn't feel

like it's going well. There are still many acts

of brokering and thuggery at the Kalideres

terminal so sometimes there is an element

of coercion and fraud. The hope is that it

can be overhauled for the counter and

ticket system. Not to mention we are often

faced with ticket brokers who are pushy and

make us uncomfortable. And, when the

Lebaran transportation season and

Christmas and New Year's transportation

arrives, ticket prices can soar up to 100%.

The hope is that there will be certainty in

the guarantee of time and cost in service.

To guarantee cost certainty, it seems that

several bus companies have implemented

it, but there are still many that have not

implemented it. And for the confidence of

the arrival time, sometimes there are still

many that are not appropriate. Still, it is

understandable because bus

transportation, however, cannot guarantee

on time because of the many obstacles on

the road, such as traffic jams, which cannot

be denied.” (Interview results, 2021).

Based on the interview, we can

conclude that this assurance indicator has

not worked as it should because there is no

time guarantee in bus services where

terminal service users need a time deposit.

Likewise, with the promise of ticket costs, at

2074 | Inter-City Inter-Provincial Transportation Service at The Kalideres Bus-Station at The 2019-

2021

certain times, ticket prices soar up to 100%

without prior information. Terminal service

users hope to continue to be improved,

especially in terms of providing time and

cost guarantees. Based on the direct

observation that the author made, it can be

concluded that the assurance indicators are

still not working correctly. The community

is in dire need of timely guarantees and

guarantees of cost certainty. Because bus

transportation is one of the transportation

that reaches all circles, it needs a lot of

innovation in doing a service (Allen et al.,

2019).

Empathy

Empathy is an essential dimension in

public service indicators. In other words,

empathy means the human ability to

respond to the wishes of others that are not

expressed verbally. In contrast to sympathy,

if sympathy focuses on behavior that we

think is good, then empathy is an attitude

that other people want us to do. If

sympathy usually stops with compassion,

empathy will lead to helping. Confirming

the extent of empathy for service officers to

provide word bus transportation services at

Kalideres Terminal following the results of

the interview:

“Performing public services must be

accompanied by a sense of empathy for

customers. Just as human nature wants to

be served, we must provide the best service

by using the side of kindness. Although

compassion comes from a personal heart,

we always try to instruct our officers not to

discriminate against all terminal service

users. So far, I think the officers have done

what they should. Not indiscriminately and

prioritizing disabilities. We provide

exceptional services for people with

disabilities. In addition, we cooperate with

Social Services and the Police, and if we find

abandoned people, we will help them

return to their hometowns with free tickets.

Likewise with health, we are overly

concerned about the health of users of

terminal services. We try to respond quickly

to bring in a doctor or an ambulance from

a hospital around here if needed at any

time. We do not discriminate against

people in need. We continue to strive to

protect all levels of society and make it

easier for people, especially people with

disabilities, to access this bus mode of

transportation". (Interview results, 2021).

“Empathy starts from oneself, but we are

trying to appeal to our officers to swiftly

help terminal service users with special

needs directly directed and assisted as

much as possible by prioritizing to make it

easier” (Interview results, 2021).

“Although overall it is not perfect, the

officers, especially field officers,

continuously monitor people who need

more help. For example, for mothers who

are before feeding, we direct them to the

breastfeeding room available at our

terminal. Likewise with the health of users

of our terminal services, if they are found to

be sick and need more health services, we

aid provided by the hospital around here”

(Interview results, 2021).

The officers were quite empathetic, and we

were assisted to be directed to the bus

company that was following our wishes,

especially assisted for the elderly, pregnant

women, and the disabled. Hopefully, in the

future, we can maintain it.” (Interview

Intan Handayani

Bhakti Nur Avianto*

| 2075

results, 2021).

Based on the results of the interviews

above, the empathy aspect in the word bus

service at Kalideres Terminal has been

running as it should even though it is not

optimal. Due to the limited number of

officers, it is difficult to serve as a whole; the

officers always strive to make services

accessible to the public, especially the

elderly and pregnant women, and persons

with disabilities.

Based on the direct observations that

the author created. The services provided

are sufficient to give a sense of empathy to

users of terminal services. Persons with

disabilities are assisted and explicitly

offered as well as pregnant and

breastfeeding women are given a particular

room (Setiawan, 2021) ; (Avianto &

Oktaviani, 2020).

CONCLUSIONS

Inter-city bus transportation between

provinces at the Kalideres Terminal

Transportation Service has not been

running well. From the five indicators used

to assess public services, we have seen that

two hands are good while three are not.

The first indicator, namely tangibles or

physical form, has been going well because

Kalideres Terminal already has

representative facilities.

Kalideres Terminal has the facilities and

infrastructure needed by users of terminal

services. Several renovations have been

carried out so that the terminal's

maintenance will be well controlled.

Likewise, the physical appearance of the

officers is considered neat, and continues

to strive to maintain and even improve

services to increase the satisfaction of users

of terminal services. The second indicator,

namely reliability, concluded that it was not

good enough because this was related to

the reliability or performance of the officers

themselves. Information services are still

slow, and the number of officers is

inadequate, so it is considered not able to

achieve this reliability indicator.

The third indicator, namely

responsiveness, is also still regarded as

average or less effective. Human nature

that wants to be served quickly and

responsively is a strong community

demand in providing services. However,

Kalideres Terminal officers always try to

improve the quality of service better. The

fourth indicator is assurance or assurance

on time and service costs. For now, the

guarantee on time and cost guarantee are

still not good. Due to the difficulty of the

bus transportation mode, which has many

obstacles on the road, such as traffic jams

that cannot be denied, it cannot guarantee

the punctuality of the bus's arrival. And, to

ensure the cost or the bus fare itself is

considered not yet stable. Because it can

jump when certain seasons increase,

soaring to reach 100%, the fifth indicator,

namely empathy or empathy, is currently

good because users of terminal services

feel that they are good and are served

without discrimination. And for people with

special needs or disabilities, more attention

is paid to accessing terminal services.

Likewise, the elderly and nursing mothers

are given unique rooms according to their

needs. Results explained: the Inter-City

Inter-Provincial Bus Transportation Service

at the Kalideres Terminal Transportation

Service is still not fully optimized.

2076 | Inter-City Inter-Provincial Transportation Service at The Kalideres Bus-Station at The 2019-

2021

Seen from several aspects that become

the author's reference to assess the service,

there are deficiencies in the dimensions of

reliability, responsiveness, and assurance

which are still not satisfactory.

Improvements are still needed in these

aspects so that bus transportation services

at Kalideres Terminal can be optimal. In

contrast, what is acceptable is the tangible

dimension and empathy.

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