Kinerja menggambarkan kondisi kemampuan kerja suatu sistem untuk melayani kebutuhan orang lain. Semakin tinggi tingkat suatu kinerja, maka semakin baik pula pelayanan yang diberikan. Dalam penelitian ini, kinerja pelayanan yang dimaksud mengandung arti sebagai indikator bagaimana kondisi pelayanan parkir di Gusher Plaza terhadap para pelanggan parkir. Perlunya dilakukan kajian kepuasan pelanggan terhadap kinerja pelayanan parkir sepeda motor di Gusher Plaza, mengacu dari latar belakang yang diangkat, salah satunya mengenai keamanan dan kenyamanan. Penelitian ini bertujuan untuk menilai kinerja pelayanan parkir berdasarkan kepuasan pelanggan menggunakan pendekatan deskriptif dan kualitatif. Data penelitian berupa paparan tentang identitas responden, hasil pengukuran di lapangan serta pertanyaan. Pengumpulan data dilakukan menggunakan teknik observasi kuisioner dan dokumentasi dilanjutkan proses, Analisa Distribusi Frekuensi, Deskriptif Kualitatif, Analisa I.P.A. (Immportance-Performance Analysis) dan menggunakan satu metode lagi yaitu metode QFD (Quality Function Deployment). Dari hasil penelitian kinerja pelayanan parkir sepeda motor berdasarkan kepuasan pelanggan. Adapun hasil yang diperoleh dilihat dari hasil penilaian 100 responden. Tersebar beberapa dimensi yang terletak pada kuadran yang perlu pembenahan agar mendapat prioritas perbaikan guna peningkatan kepuasan pelanggan pada dimensi tersebut, yang dinilai masih berada di bawah tingkat harapan pelanggan parkir, terutama dimensi yang terletak pada Kuadran A. Meliputi luasan ruang parkir memadai sesuai jenis kendaraan, ketersediaan petugas keamanan, jarak berjalan menuju lokasi parkir, kesesuaian tarif parkir dengan jenis kendaraan, tarif parkir berlaku flat untuk semua area parkir yang ada, tarif parkir sesuai jenis kendaraan berlaku sama dengan tarif parkir di tempat lain atau di luar area pasar, tarif parkir sesuai jenis kendaraan yang berlaku relatif lebih rendah dibanding tarif parkir di tempat lain atau di luar area pasar, ada/tersedianya rambu pengaturan tempat parkir sesuai jenis kendaraan.

Performance describes the conditions of the work ability of a system to serve the needs of others. The higher the level of a performance, the better the services provided. In this study, the service performance is meant as an indicator of how the parking service conditions at Gusher Plaza for parking customers. It is necessary to conduct a customer satisfaction study on the performance of motorcycle parking services at Gusher Plaza, referring to the background raised, one of which is about safety and comfort. This study aims to assess the performance of parking services based on customer satisfaction using descriptive and qualitative approaches. Research data in the form of exposure to the identity of the respondent, the results of measurements in the field and questions. Data collection was carried out using questionnaire observation techniques and documentation followed by the process, Frequency Distribution Analysis, Qualitative Descriptive, Analysis I.P.A. (Immportance-Performance Analysis) and uses one more method, namely the QFD (Quality Function Deployment) method. From the results of research on the performance of motorcycle parking services based on customer satisfaction. The results obtained are seen from the results of the assessment of 100 respondents. There are several dimensions that are located in the quadrant that need improvement in order to get priority improvements in order to increase customer satisfaction on these dimensions, which are considered to be still below the level of parking customer expectations, especially the dimensions located in Quadrant A. Includes adequate parking space according to the type of vehicle, availability of security officers, walking distance to the parking location, suitability of parking rates with vehicle types, parking rates apply flat for all existing parking areas, parking rates according to vehicle types apply the same as parking rates elsewhere or outside market areas, parking rates are accordingly the type of vehicle that applies is relatively lower than the parking rate at other places or outside the market area, there are parking lot arrangement signs according to the type of vehicle.