NINGRUM, DESTYAS CAHYA (2018) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KINERJA PELAYANAN DAN FASILITAS TERMINAL 3 BANDARA INTERNASIONAL SOEKARNO - HATTA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Judul: Analisis Tingkat Kepuasan Penumpang Terhadap Kinerja Pelayanan Dan Fasilitas Terminal 3 Bandara Internasional Soekarno – Hatta, Nama: Destyas Cahya Ningrum, Nim: 41114010027, Dosen Pembimbing: Dr. Ir. Nunung Widyaningsih, Pg. Dipl. Eng, 2018 Penelitian ini bertujuan untuk mengetahui tingkat kepuasan penumpang terhadap kinerja pelayanan terminal 3 Bandara Internasional Soekarno – Hatta. Penelitian ini dilakukan dengan cara menyebarkan kuesioner kepada 100 responden terminal 3 keberangkatan. Pengolahan data pada penelitian ini menggunakan Microsoft office Excel, dan SPSS versi 25 serta metode yang digunakan yaitu Customer Satisfaction Index (CSI), Importance performance Analysis (IPA) dan Chi-Square. Dari hasil analisis data yang didapat diketahui bahwa nilai indeks kepuasan penumpang yang diperoleh adalah 90,79%. Hal ini menggambarkan bahwa penumpang sangat puas atas kinerja pelayanan di terminal 3. Analisis kinerja kepentingan juga menunjukan bahwa pada kuadran II terdapat eksterior dan interior terminal 3, Ruang tunggu yang bersih dan nyaman, Petugas yang ramah dan sopan terhadap penumpang, Penumpang mudah menghubungi petugas untuk meminta bantuan dianggap sudah sesuai dengan harapan penumpang. Pada kuadran III, terdapat Petugas yang tanggap terhadap keluhan penumpang dan cepat memberikan informasi dan solusi berarti dinilai kurang penting dan kurang memuaskan bagi penumpang. Pada kuadran IV, terdapat Fasilitas fisik terminal 3 seperti toilet, musholla, port charger yang relatif penting tetapi kurang memuaskan bagi penumpang atau belum sesuai dengan harapan penumpang dan item ini harus segera ditingkatkan kinerjanya. Analisis chi-square hasil yang diperoleh pada faktor kinerja pelayanan yang berada pada kuadran II, III, IV mempengaruhi secara signifikan tingkat kepuasan penumpang. Kata Kunci: Bandara Soekarno-Hatta, Customer Satisfaction Index (CSI), Importance performance Analysis (IPA) dan Chi-Square. Title: Analisis Tingkat Kepuasan Penumpang Terhadap Kinerja Pelayanan Dan Fasilitas Terminal 3 Bandara Internasional Soekarno – Hatta, Name: Destyas Cahya Ningrum, Nim: 41114010027, Supervisor: Dr. Ir. Nunung Widyaningsih, Pg. Dipl. Eng, 2018 This study aims to determine the level of passenger satisfaction on the performance of terminal service 3 Soekarno - Hatta International Airport. This research was conducted by distributing questionnaires to 100 respondents terminal 3 departures. Data processing in this research using Microsoft Office Excel and SPSS version 25 and methods used are Customer Satisfaction Index (CSI), Importance-Performance Analysis (IPA) and Chi-Square. From the results of data analysis found that the value of passenger satisfaction index obtained is 90.79%. This illustrates that passengers are very satisfied with the service performance in terminal 3. The importance-performance analysis also shows that in quadrant II there is exterior and interior of terminal 3, Waiting room clean and comfortable, Officer friendly and polite to the passenger, Passenger easily contact officer to ask for help considered to be in accordance with an expectation of passenger. In quadrant III, Officers who respond to passenger complaints and quickly provide information and solutions means less important and less satisfactory for passengers. In quadrant IV, there are terminal 3 physical facilities such as toilets, musholla, charger ports which are relatively important, but not satisfactory for passengers or not in accordance with passenger expectations and this performance must be immediately improved. Chi-square analysis of the results obtained on service performance factors that are in quadrant II, III, IV significantly influence passenger satisfaction level. Keyword: Soekarno-Hatta Airport, Customer Satisfaction Index (CSI), Importance performance Analysis (IPA) dan Chi-Square
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