ANALISIS KUALITAS PELAYANAN PENUMPANG MASKAPAI NAM AIR MENGGUNAKAN METODE IMPORTANCE-PERFORMANCE ANALYSIS DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA

AHMADI, YUSUF (2018) ANALISIS KUALITAS PELAYANAN PENUMPANG MASKAPAI NAM AIR MENGGUNAKAN METODE IMPORTANCE-PERFORMANCE ANALYSIS DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

One of airlines that serves several flight routes at Yogyakarta Adisutjipto International Airport is NAM Air. NAM Air began the operations in Yogyakarta on December 19, 2013. This airline which has not been operating for a long time has to be able to compete with the pioneer airlines in order to keep the trust of prospective passengers. Therefore, it is necessary to analyze the service quality, to determine the level of passenger satisfaction, and to find out what services should be improved by the NAM Air airline. The method used in this study is a qualitative-quantitative research method. Data was obtained from the results of the questionnaire, attributes of service quality used in the questionnaire, namely: Time, Cost, Security, Comfort and Baggage or Cargo. Data was analyzed using the Importance - Performance Analysis method and the calculation of the Customer Satisfaction Index using the SPSS 16 and Microsoft Excel programs. From the calculation based on the five service quality determinants, the passenger satisfaction level of NAM Air was 71.5%, with the "Satisfying" category and the attributes that must be increased to increase passenger satisfaction were the distance from the terminal to the plane / vice versa (the closer the better) (attribute 1), the suitability between the facilities offered and received (attribute 5), availability of first aid kit and light fire extinguisher (attribute 6), the ability of the company to respond quickly to problems (attribute 8), aircraft cabin crew always monitor regular comfort during flight (attribute 14).

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