ANALISIS TINGKAT KEPENTINGAN DAN KEPUASAN PENGGUNA LAYANAN TERHADAP FASILITAS DI BANDAR UDARA ADISUTJIPTO YOGYAKARTA

YEKTININGRUM, RATNA (2019) ANALISIS TINGKAT KEPENTINGAN DAN KEPUASAN PENGGUNA LAYANAN TERHADAP FASILITAS DI BANDAR UDARA ADISUTJIPTO YOGYAKARTA. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

Airport-related services are mentioned including rental of rooms. As passengers, tenants or shops at airports also include users of services provided by the airport manager. Of course the tenants of the room or shop also want services or facilities that are in accordance with the rental price provided by the airport manager. These services or facilities are certainly expected to meet service user satisfaction. To measure the level of service costumer with facilities at Adisutjipto Airport, sufficient data is needed in the form of evaluating the importance and satisfaction of performance from service providers. The data in question comes from the level of interest and satisfaction questionnaires distributed to 30 respondents, namely tenants at Adisutjipto Airport. The data obtained is then processed using the Importance Performance Analysis method and calculation of the Customer Satisfaction Index, so that it can be seen the value of service user satisfaction at Adisutjipto Airport. From the results of the study found the level of satisfaction in the category 'Satisfied Enough' with a given score of 0.6062 or 60.62% with 6 facilities or service items in quadrant I, 5 facilities or service items in quadrant II, 3 facilities or service items in quadrant III and 6 facilities or service items in quadrant IV.

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