ANALISIS KUALITAS PELAYANAN PADA TERMINAL KEDATANGAN (DOMESTIK) BANDAR UDARA INTERNASIONAL HANG NADIM BATAM DENGAN METODE SERVQUAL DAN ANALYTICAL HIERARCHY PROCESS (AHP)

Welman, Willy (2023) ANALISIS KUALITAS PELAYANAN PADA TERMINAL KEDATANGAN (DOMESTIK) BANDAR UDARA INTERNASIONAL HANG NADIM BATAM DENGAN METODE SERVQUAL DAN ANALYTICAL HIERARCHY PROCESS (AHP). Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

This research focuses on service quality at the Arrival Terminal of Hang Nadim International Airport. The aim is to analyse customer satisfaction based on their perspective, compare service expectations and reality, and provide recommendations for improvement through the SERVQUAL and AHP methods. The main problem is that there are complaints related to security, convenience, and cleanliness of the terminal. The research is expected to provide insight for academics and stakeholders in improving airport services. This study uses quantitative and descriptive methods to understand the quality of service at the Arrival Terminal of Hang Nadim International Airport. The quantitative method involves statistical analysis and quantification of data, while the descriptive method provides an overview of the problem under study. Data was collected through interviews, questionnaires and field studies. The results are processed by gap analysis using the SERVQUAL method and weighting criteria using the Analytical Hierarchy Process (AHP) method. Recommendations for improvement will be given based on the results of the analysis. The quality of service at the Arrival Terminal at Hang Nadim International Airport needs to be improved because the level of passenger satisfaction is below the target. There is a negative gap in several service attributes such as the ability of information service officers to be swift in helping passengers when a loss occurs. Recommendations for improvement based on the SERVQUAL method and weighting criteria using the Analytical Hierarchy Process (AHP) method focus on attributes C2, D3, D2, E1, and C3.

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