TINGKAT PELAYANAN DAN PERSEPSI PENUMPANG TERHADAP KUALITAS PELAYANAN DI BANDAR UDARA LEDE KALUMBANG SUMBA BARAT DAYA

Margaretha Lourinya Manna, Inecentia (2023) TINGKAT PELAYANAN DAN PERSEPSI PENUMPANG TERHADAP KUALITAS PELAYANAN DI BANDAR UDARA LEDE KALUMBANG SUMBA BARAT DAYA. Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

The role of an airport is inseparable from its facilities and service quality. In carrying out services, it is supposed to follow the applicable service standards, but of course passengers have different perceptions or desires, even more than the existing standards. In this study the researchers wanted to find out whether the level of service was in accordance with PM Number 178 of 2015 concerning Service Standards for Airport Service Users and whether there were differences in passenger perceptions with the services available at Lede Kalumbang Airport. The study used descriptive quantitative analysis, namely direct observation of service levels with 20 samples and distributing questionnaires to 100 passengers which were then processed using validity and reliability tests using SPSS and gap analysis. From the research results found in the aspect of service facilities in the process of departure and arrival of passengers with 4 (four) indicators obtained a value of 90 with a gap of 0.45, aspects of service facilities that provide comfort to passengers with 8 (eight) indicators a value of 55 is obtained with a gap of 0.51 and the aspect of service facilities that provide added value with 12 (twelve) indicators is obtained a value of 40 with a gap of 0.89.

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