Evaluasi Kinerja Pegawai Pelayanan di Terminal Tipe A Pondok Cabe

Abstrak

Terminal Type A Pondok Cabe is one of the largest bus terminals in South Tangerang area which serves hundreds of passengers every day. However, there are problems arising from the internal terminal itself, namely the small number of employees, high rotation and change of leaders, an uneven reward and career development system for employees, and a low level of employee attendance. The purpose of this study is to evaluate by knowing how employee performance is, the obstacles faced, and solutions and handling of employee performance at the Terminal Type A Pondok Cabe. This study uses a qualitative research method with an interactive model analysis technique from Miles & Huberman. The study was conducted from the data collection process through informant interviews, data validity testing, and drawing conclusions. The performance of service employees at Pondok Cabe Terminal Type A is not optimal. Productivity is hampered by a lack of human resources, tools, and work efficiency. Service quality is hampered by poor communication and minimal training. Responsiveness is low due to a lack of understanding of procedures, limited authority, and initiative. Responsibility decreases due to low motivation and weak supervision. Accountability has not been achieved due to non-transparent evaluations and minimal feedback.

Keywords: Performance Evaluation; Service Staff;  Terminal Type A Pondok Cabe;  Miles & Huberman