ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN TERMINAL 3 BANDARA SOEKARNO HATTA

FALAH, ANRIANTO (2020) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN TERMINAL 3 BANDARA SOEKARNO HATTA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Soekarno Hatta Airport Terminal 3, located in Cengkareng sub-district, Banten Province. This airport is owned by Pt. Angkasa Pura II is used by various groups of people from various regions and various countries. This study is to evaluate passenger satisfaction with the quality of service at Terminal 3 of Soekarno Hatta Airport with the Minister of Transportation Regulation Number PM 38 of 2015 concerning the service standards for domestic air transport passengers minimum service standards. This study uses a field survey method by making direct observations at Terminal 3 of Soekarno Hatta Airport and distributing questionnaires to flight service users to evaluate conditions at Terminal 3 of Soekarno Hatta Airport. The data analysis method used in this research is qualitative and quantitative analysis methods. Regarding the extent to which the performance quality in Terminal 3 of Soekarno Hatta Airport on the level of passenger satisfaction is used Importance Performance Analysis (IPA). The results of the study indicate that the average level of performance and service at Terminal 3 Bandar Soekarno Hatta is quite good, and the average level of passenger interest and satisfaction is quite satisfied. Keywords: Service Quality and Passenger Satisfaction Terminal 3 Bandara Soekarno Hatta, terletak di kecamatan Cengkareng, Provinsi Banten. bandara ini merupakan milik Pt. Angkasa Pura II yang digunakan bagi berbagai kalangan masyarakat dari berbagai daerah dan berbagai negara. penelitian ini untuk mengevaluasi kepuasan penumpang terhadap kualitas pelayanan di Terminal 3 Bandara Soekarno Hatta ini dengan Peraturan Menteri Perhubungan Nomor PM 38 Tahun 2015 tentang standar pelayanan penumpang angkutan udara dalam negeri standar pelayanan minimum. Penelitian ini menggunakan metode survei lapangan dengan melakukan pengamatan langsung di Terminal 3 Bandara Soekarno Hatta serta penyebaran kuesioner kepada pengguna jasa penerbangan untuk mengevaluasi kondisi di Terminal 3 Bandara Soekarno Hatta ini. metode analisis data yang digunakan dalam penelitian ini adalah metode analisis kualitatif dan kuantitatif. mengenai sampai sejauh mana kualitias kinerja di Terminal 3 Bandara Soekarno Hatta ini terhadap tingkat kepuasan penumpang digunakan Importance Performance Analysis (IPA). Dari hasil penelitian menunjukkan bahwa rata-rata tingkat kinerja dan pelayanan di Terminal 3 Bandar Soekarno Hatta ini yaitu cukup baik, dan rata-rata untuk tingkat kepentingan dan kepuasan penumpang yaitu cukup puas. Kata Kunci: Kualitas Pelayanan dan Kepuasan Penumpang

Item Type: Thesis (S1)
Call Number CD: FT/SIP. 20 128
Call Number: ST/11/21/130
NIM/NIDN Creators: 41116010019
Uncontrolled Keywords: Kualitas Pelayanan dan Kepuasan Penumpang
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis
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 > 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: Rifky
Date Deposited: 25 Jan 2023 03:33
Last Modified: 02 May 2023 02:14
URI: http://repository.mercubuana.ac.id/id/eprint/53125

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