ANALISIS KEPUASAN LAYANAN OPERASIONAL PENERBANGAN DOMESTIK DI NEW YOGYAKARTA INTERNATIONAL AIRPORT DENGAN METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS)

Ardina, Mia (2023) ANALISIS KEPUASAN LAYANAN OPERASIONAL PENERBANGAN DOMESTIK DI NEW YOGYAKARTA INTERNATIONAL AIRPORT DENGAN METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS). Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

Competition in the service business today is really growing rapidly. Many companies are trying to improve their services to retain their customers, in this case PT. Angkasa pura I as the manager of New Yogyakarta International Airport. In fostering good relations between companies and consumers, one of them is through services, so it is important to know consumer perceptions of the services provided by the company. Measuring service satisfaction in this case is very useful for companies to evaluate performance and find which parts need improvement. In this study, a questionnaire containing service quality attributes was prepared and distributed to 100 domestic flight passengers at New Yogyakarta International Airport to obtain data in the form of performance level assessments and expectations. The data obtained from the results of the questionnaire distribution was then tested for validity and reliability using SPSS 18 software to determine the validity and reliability of the data, then processed with the Importance Performance Analysis (IPA) method. From the research data, it can be concluded that the overall average performance score is greater than the average total expected score and the average performance score is the same as the average total expected score so that the services at New Yogyakarta International Airport, especially on domestic flights, are considered satisfactory.

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