Evaluation of Infrastructure Performance and Priority Management of Oebobo Type B Terminal Facilities Using SERVQUAL

Abstract

Passenger terminals are transportation infrastructure assets whose performance must be maintained through effective operation, maintenance, safety management, and user-oriented services. Oebobo Bus Terminal in Kupang City still faces deficiencies in physical facilities and operational services. Previous studies largely use service-quality measurements to identify passenger satisfaction and priority attributes, while their translation into post-construction facility-management priorities remains limited. This study evaluates the gap between user expectations and perceptions and formulates facility-management priorities for the terminal. A quantitative survey involved 86 users selected through purposive sampling and assessed 25 attributes across tangible, reliability, responsiveness, assurance, and empathy dimensions. The results show negative gaps for all dimensions: tangible −1.30, reliability −1.06, responsiveness −0.91, assurance −1.44, and empathy −1.22. The largest problems concern security and evacuation facilities, nighttime lighting, departure punctuality, schedule-change information, and prayer facilities. The novelty lies in positioning perceived service gaps as user-based infrastructure-performance indicators to support safety management, preventive maintenance, operational reliability, accessibility, and information-management priorities during the post-construction stage.