ANALISIS KEPUASAN PENUMPANG TERHADAP FASILITAS SISI DARAT BANDAR UDARA SUPADIO PONTIANAK KALIMANTAN BARAT

PRABOWO, WISNU (2018) ANALISIS KEPUASAN PENUMPANG TERHADAP FASILITAS SISI DARAT BANDAR UDARA SUPADIO PONTIANAK KALIMANTAN BARAT. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

At Supadio Airport Pontianak, on the land side, renovation and development have been carried out in stages. Starting from the front area, waiting room, and finally in the arrival service area which is estimated by the master plan to be completed in early 2019. However, the Terminal building area has been completed around July 2018 by the implementing party. During the restoration process, services remain open considering that Supadio Airport is one of the busiest airports in Indonesia. To determine passenger satisfaction, this study used a questionnaire referring to the "Indonesian Air Carriers Association Passenger Satisfaction Questionnaire" using a Likert scale. This study was conducted at Supadio Airport Pontianak, West Kalimantan. In the study, the sample was domestic passengers at Supadio Airport Pontianak. The data processing used the GAP method and the final analysis used the Cartesian Diagram and Ishikawa Diagram. From the GAP calculation, it is known that the 6 indicators that are the benchmarks all still have GAP. In the access indicator has a GAP of -0.56, the airport information service indicator has a GAP of -0.54, the Security Check Indicator has a GAP of -0.63, the Terminal and Comfort Indicator has a GAP of -0.37, the Airport Environment Indicator has a GAP of -0.39 and the Arrival service Indicator has a GAP of -0.83. While the results of the Cartesian Diagram analysis show that there are 4 indicators in quadrant II, there is 1 indicator in quadrant III and 1 indicator in quadrant IV. The results of the Ishikawa analysis show that the cause of the gap is due to humans, environment, systems, places, machines, methods, materials.

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