PENGUKURAN KINERJA PELAYANAN PADA TERMINAL KARGO DOMESTIK DI PT. ANGKASA PURA LOGISTIK CABANG BANDAR UDARA INTERNASIONAL YOGYAKARTA KULON PROGO

JUMARFIANY SILA, FEMIRA (2024) PENGUKURAN KINERJA PELAYANAN PADA TERMINAL KARGO DOMESTIK DI PT. ANGKASA PURA LOGISTIK CABANG BANDAR UDARA INTERNASIONAL YOGYAKARTA KULON PROGO. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

	Text (ABSTRAK) 19020004_ABSTRAK.pdf Download (38kB)
	Text (BAB I) 19020004_BAB 1.pdf Download (79kB)
	Text (DAFTAR PUSTAKA) 19020004_DAFTAR PUSTAKA_compressed.pdf Download (63kB)
	Text (FULL SKRIPSI) 19020004.pdf Restricted to Repository staff only Download (1MB)

Abstract

The growth of air cargo in Indonesia is growing along with the development of domestic flights. Tight business competition drives the growth of cargo with faster and more precise delivery times. Yogyakarta International Airport is a hub for domestic and pioneer airports in Yogyakarta. Air freight and passengers at Yogyakarta International Airport continue to increase, indicating good prospects for air transportation. Therefore, adequate service quality and performance are needed. This research was conducted by distributing questionnaires to the general public and agents and then calculating using the IPA (Importance Performance Analysis) method to determine the value of satisfaction and importance levels which will then be plotted onto the Cartesian Diagram and CSI (Coustomer Satisfaction Index) to determine the overall level of user satisfaction. The results of this study based on calculations using IPA are known, that respondents from the general public have an average attribute suitability level of 93.51% and 75.72% for agents and the value of the suitability level of each user is included in the criteria very suitable for the general public and suitable for agents. The results of calculations using the Customer Satisfaction Index (CSI) on data processing that has been carried out by the incoming cargo terminal for the general public are 80.05% and 86.45% for agents and the value of the index. from each of these users falls into the Satisfied criteria for the general public and Very Satisfied for Agents.

Actions (login required)

View Item

Downloads