ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP PELAYANAN SISI DARAT (LANDSIDE) DI BANDARA INTERNASIONAL YOGYAKARTA

Ratna Sari, Yulia (2023) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP PELAYANAN SISI DARAT (LANDSIDE) DI BANDARA INTERNASIONAL YOGYAKARTA. Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

Airports have a very important role and function in serving air transportation activities. In an effort to improve service to passengers at Yogyakarta International Airport, the airport needs to know what attributes need to be repaired and improved to provide service satisfaction to passengers. This research was conducted by distributing questionnaires to departing and arriving passengers at YIA Airport. The method used in this study is the CSI method to determine the overall level of passenger satisfaction, and calculations are carried out using the IPA method to determine the value of the level of correspondence between the level of interest and satisfaction which is then processed into a Cartesian Diagram. Based on the results of data processing using the CSI method, 79.62% were categorized as satisfied, and based on the results of data processing using the IPA method, of the 20 attributes, there were 3 attributes in quadrant I, which means that they must be repaired and improved.

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