ANALISIS PENGGUNAAN VIRTUAL CUSTOMER ASSISTANT (VICA) TERHADAP EFEKTIVITAS DAN EFISIENSI LAYANAN PENUMPANG DI YOGYAKARTA INTERNATIONAL AIRPORT (YIA)

Dikatria Nofi Rizkia Sari, Sabdanti (2023) ANALISIS PENGGUNAAN VIRTUAL CUSTOMER ASSISTANT (VICA) TERHADAP EFEKTIVITAS DAN EFISIENSI LAYANAN PENUMPANG DI YOGYAKARTA INTERNATIONAL AIRPORT (YIA). Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

Covid-19 pandemic that occurred especially in the country of Indonesia made it the duty of the government to combat or suppress the growth rate of Covid 19. In suppressing the growth rate of Covid-19 an innovation is needed. By taking advantage of the sophistication of the 4.0 industrial revolution era, PT Angkasa Pura I at Yogyakarta International Airport YIA released a Virtual Customer Assistant VICA , which is a virtual-based customer service, in effort to minimize transmission of the Covid-19 virus and improve excellent services. This study aims to analyze the use of Virtual Customer Assistant VICA on the effectiveness and efficiency of passenger services. This analysis is in the form of passenger responses to the level of effectiveness and efficiency with descriptive quantitative methods. Collecting data by distributing questionnaires to 100 respondents passengers , interviews and recommendations of researchers. The results of data collection were processed using IBM Statistics SPSS 25 and manual calculations to find the percentage score. The results of the analysis of all instruments are stated to be valid and reliable, each variable aspect is included in the category > 81.25% -100% so that it is stated as Very Effective or Efficient. Service recommendations by adding places at various points at the airport and technology development using application based service assistance and development with Artificial Intelligence AI .

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