Analisis Tingkat Kepuasan Masyarakat terhadap Kualitas Pelayanan Pasar Bangil Kabupaten Pasuruan

Abstract

Bangil Market is the only people's market in the capital of Pasuruan Regency. Bangil Market was founded in 1989 and has a building area of 12,526 m² with 1,547 traders. The current condition of Bangil Market reveals an irregular market layout, aged stalls, inadequate cleanliness, numerous damaged roofs, and insufficient drainage channels. The elevated road in front of the market causes severe flooding within the market area. To ensure that the market remains attractive and sustainable, guidance on organization is necessary, with a focus on service quality and community satisfaction. The objectives of this research are to identify existing conditions, assess community satisfaction levels, and formulate directions for improving service quality. The methods employed include descriptive analysis, Importance-Performance Analysis (IPA), and triangulation analysis. The research findings indicate that Bangil Market has a location accessible by public transportation, prone to flooding, traffic jams, and is close to other facilities. The facilities and infrastructure are quite complete but there are still no breastfeeding rooms, re-measurement posts, wastewater treatment installations, and security posts. Regarding cleanliness and waste management, there are janitors, rubbish bins, TPS, and waste transportation twice a day but there are still no handwashing facilities, waste sorting, and TPS locations close to prayer rooms and visitor access. Security measures include security personnel but there are no CCTV or evacuation route markers and gathering points. Based on IPA results, the average suitability level is 50.45%, indicating that the community is dissatisfied with the services at Bangil Market. The direction for improving service quality takes quadrant I (main priority) by adjusting existing conditions and theory/policies/standards including 10 indicators: trading rooms, toilets, parking areas, drainage channels, security posts, fire extinguishers, trash cans, waste sorting techniques, waste storage area and CCTV.