ANALISIS TINGKAT KEPUASAN PENUMPANG DI BANDARA INTERNASIONAL MINANGKABAU MENGGUNAKAN MODEL KANO DAN GAP (KESENJANGAN) ANALISIS

NABBILA, HADHIS (2018) ANALISIS TINGKAT KEPUASAN PENUMPANG DI BANDARA INTERNASIONAL MINANGKABAU MENGGUNAKAN MODEL KANO DAN GAP (KESENJANGAN) ANALISIS. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

The increase in the number of passengers can also affect the quality of airport services because it can exceed the airport capacity, and the airport has 80 flights. This can affect the level of passenger satisfaction because if there is a delay, the passengers in the waiting room will exceed the capacity and will cause dissatisfaction or complaints such as the cleanliness of the waiting room, the cleanliness of the toilets and others are not well maintained, and cause unfriendly officers, less attractive entertainment facilities and hot waiting room temperatures and others, so to find out the quality of services and facilities provided by Minangkabau International Airport have met passenger satisfaction or not and what factors influence the level of passenger satisfaction, and efforts made to improve these attributes using the Kano model and gap analysis. The results of the study were conducted using the Kano method and gap analysis using five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. Where the Kano model has four quadrants, namely attractive, one-dimensional, must be and indifferent. Meanwhile, there is still a gap in the analysis gap, as indicated by the continued presence of negative values.

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