AULIA, DARA (2026) EVALUASI KUALITAS PELAYANAN BANDAR UDARA BERDASARKAN PERSEPSI PENUMPANG DI TERMINAL 3 SOEKARNO-HATTA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Soekarno-Hatta International Airport, particularly Terminal 3, plays an important role in serving domestic flights. Therefore, the quality of its services needs to be continuously evaluated. This study aims to evaluate the quality of domestic flight services at Terminal 3 based on passenger perceptions and to formulate services improvement reccomendations. This research employs a descriptive quantitative approach using questionnaire surveys distributed to 128 domestic flight passengers. Data analysis was conducted using the Importance–Performance Analysis (IPA) method to identify gaps between service performance and passenger expectations, and the Quality Function Deployment (QFD) method to determine service improvement priorities. The results indicate that the overall service conformity level at Terminal 3 is 92.45%, suggesting that service quality has generally approached passenger expectations. The IPA mapping shows that no service attributes fall into Quadrant I, most attributes are located in Quadrant II and should be maintained, while several attributes in Quadrant III still exhibit performance gaps, particularly related to health facilities, operational timeliness, and the clarity of information and staff responsiveness during flight disruptions. Based on the QFD analysis, service improvements should focus on enhancing staff competencies, strengthening operational coordination, and optimizing real-time flight information systems. Keywords: service quality, Terminal 3 Bandara Soekarno-Hatta, passenger perception, Importance–Performance Analysis (IPA), Quality Function Deployment (QFD). Bandar Udara Internasional Soekarno-Hatta, khususnya Terminal 3, memiliki peran penting dalam pelayanan penerbangan domestik sehingga kualitas pelayanannya perlu dievaluasi secara berkelanjutan. Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan penerbangan domestik di Terminal 3 berdasarkan persepsi penumpang serta merumuskan rekomendasi perbaikan pelayanan. Penelitian ini menggunakan metode kuantitatif deskriptif dengan pengumpulan data melalui kuesioner terhadap 128 responden. Analisis data dilakukan menggunakan metode Importance–Performance Analysis (IPA) untuk mengidentifikasi kesenjangan antara kinerja dan harapan penumpang, serta Quality Function Deployment (QFD) untuk menentukan prioritas perbaikan pelayanan. Hasil penelitian menunjukkan bahwa tingkat kesesuaian pelayanan di Terminal 3 sebesar 92,46%, yang menandakan bahwa kualitas pelayanan secara umum telah mendekati harapan penumpang. Pemetaan IPA menunjukkan tidak terdapat atribut pada Kuadran I, sebagian besar atribut berada pada Kuadran II dan perlu dipertahankan, sementara beberapa atribut pada Kuadran III masih menunjukkan kesenjangan kinerja, terutama pada aspek fasilitas kesehatan, ketepatan proses operasional, serta kejelasan informasi dan respons petugas saat terjadi gangguan penerbangan. Berdasarkan analisis QFD, perbaikan pelayanan difokuskan pada peningkatan kompetensi petugas, penguatan koordinasi operasional, serta optimalisasi sistem informasi penerbangan. Kata kunci: kualitas pelayanan, Terminal 3 Bandara Soekarno-Hatta, persepsi penumpang, Importance–Performance Analysis (IPA), Quality Function Deployment (QFD).
| Item Type: | Thesis (S1) |
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| NIM/NIDN Creators: | 41123110045 |
| Uncontrolled Keywords: | kualitas pelayanan, Terminal 3 Bandara Soekarno-Hatta, persepsi penumpang, Importance–Performance Analysis (IPA), Quality Function Deployment (QFD). |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 624 Civil Engineering/Teknik Sipil 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | khalimah |
| Date Deposited: | 27 Mar 2026 03:32 |
| Last Modified: | 27 Mar 2026 03:32 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/101714 |
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