PERMATA, SHINTA (2021) ANALISA KINERJA TERMINAL 2 BANDARA INTERNASIONAL SOEKARNO - HATTA DI MASA PANDEMI COVID-19 DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI)ANALISA KINERJA TERMINAL 2 BANDARA INTERNASIONAL SOEKARNO - HATTA DI. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The purpose of this research is to examine the quality of services provided and passenger’s perceptions of the services provided by Terminal 2 Soekarno - Hatta International Airport officers during the Covid-19 pandemic. The reference standard used in this research is PM No. 178 of 2015 from the Ministry of Transportation Republic of Indonesia which is the reference to obtain an evaluation about the suitability of service quality at an airport operating in Indonesia. The methods used are Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Questionnaires were distributed to 100 respondents which were calculated based on the Slovin formula, only passengers who had traveled at least 3 times through Terminal 2 Soekarno – Hatta International Airport within a year were involved as respondents. Based on the observations, there are 4 facilities that do not meet the standards of PM No.178 of 2015 which is number of trolleys and parking area provided, also including prayer facilities and free drinking water which are not functioned to prevent the transmission of Covid-19. Based on the CSI analysis obtained 86.46% passenger satisfaction index, this CSI number illustrates that passengers are very satisfied with the overall service performance provided by the Soekarno - Hatta International Airport Terminal 2 officers during the Covid-19 pandemic. Meanwhile, the IPA analysis shows that in quadrant I there are 2 variables which the performance quality is still considered unsatisfactory and is a high priority to improve its performance, which is the availability of clear and easy to find information both visually and audio; and officers providing clear and accurate information. Keywords: Soekarno-Hatta International Airport;Performance Quality;Passenger Interests;Importance Performance Analysis (IPA);and Customer Satisfaction Index (CSI). Penelitian ini bertujuan untuk memeriksa kualitas kinerja yang diberikan oleh operator Terminal 2 Bandara Internasional Soekarno – Hatta dan persepsi penumpang terhadap kinerja tersebut. Pedoman yang digunakan pada penelitian ini adalah Peraturan Menteri No. 178 Tahun 2015 mengenai standar pelayanan pengguna jasa banda udara yang menjadi acuan untuk melakukan evaluasi kinerja bandar udara yang beroperasi di Indonesia. Penelitian ini dilakukan dengan cara menyebarkan kuesioner kepada 100 orang responden yang memiliki frekuensi perjalanan >3 kali dalam kurun waktu satu tahun melalui Terminal 2 Bandara Internasional Soekarno – Hatta. Metode yang digunakan Importance- Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Berdasarkan hasil pengamatan terdapat 4 fasilitas yang belum sesuai standar PM No.178 Tahun 2015 diantaranya jumlah ketersediaan trolley dan luas lahan parkir, dan juga fasilitas sholat dan air minum gratis yang memang tidak difungsikan untuk mencegah penularan Covid-19. Berdasarkan analisis CSI indeks kepuasan penumpang sebesar 86,46% hal ini menggambarkan bahwa penumpang sangat puas dengan kinerja pelayanan secara keseluruhan yang diberikan oleh petugas Terminal 2 Bandara Internasional Soekarno – Hatta pada masa pandemi Covid-19. Analisis IPA menunjukan pada kuadran I terdapat 2 variabel dengan kualitas kinerja masih dirasa kurang memuaskan dan merupakan prioritas utama untuk ditingkatkan, yakni Ketersediaan informasi yang jelas dan mudah ditemukan baik secara visual maupun audio (nama maskapai, jadwal kedatangan dan keberangkatan, rute penerbangan, status penerbangan); dan Petugas memberikan informasi yang jelas dan akurat Kata Kunci: Bandara Internasional Soekarno-Hatta; Kualitas Kinerja; Kepentingan penumpang; Importance-performance Analysis (IPA); dan Customer Satisfaction Index (CSI)
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