ANALISIS KUALITAS PELAYANAN PENUMPANG PESAWAT PADA TERMINAL KEBERANGKATAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI BANDARA INTERNASIONAL KUALANAMU MEDAN

Faiz Aslam, Mochammad (2023) ANALISIS KUALITAS PELAYANAN PENUMPANG PESAWAT PADA TERMINAL KEBERANGKATAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI BANDARA INTERNASIONAL KUALANAMU MEDAN. Thesis thesis, Institut Teknologi Dirgantara Adisutjipto Yogyakarta.

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Abstract

In aviation services, especially at airports, the influence of passengers is a major factor so that the quality of service is highly prioritized. The standard of service quality at the airport is a connecting point between the airport and passengers, where there are several advantages or even disadvantages in it, even though in integrity, the airport always ensures the provision of the best quality of service in order to produce a safe, comfortable and prosperous environment at the airport. In formulating service strategies and programs, companies must be oriented towards customer interests by paying attention to service quality components. Measuring customer satisfaction in this case, namely passengers, is very useful for companies in order to evaluate the company's position, as well as find which parts need improvement. To measure the quality of service at the departure terminal at Medan's Kualanamu International Airport, sufficient data is needed in the form of an assessment of the expectations and perceptions of airplane passengers. The data in question comes from a questionnaire distributed to 100 respondents at Medan's Kualanamu International Airport. The data obtained was then tested for Validity and Reliability Tests using SPSS Software to determine the validity or reliability ofthe data, then processed using the Importance Performance Analysis method, as well as the Customer Satisfaction Index to determine the value of the level of satisfaction. From the results of the study it was found that the level of satisfaction or perception in the category 'Very Satisfied' with a score of 0.839 or 83% with 6facilities or attributes that must be improved by the management of Kualanamu Medan International Airport.

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