Asmara, Made Adipartha Agung (2022) Peningkatan Kualitas Pelayanan Jasa Di Bandara Internasional I Gusti Ngurah Rai Dengan Menggunakan Metode Service Quality (Servqual) Dan Teoriya Resheniya Izobreatatelskihh Zadach (TRIZ). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Peningkatan kualitas pelayanan pada Bandara I Gusti Ngurah Rai harus dilakukan dalam memenuhi kebutuhan penumpang. Oleh karena itu, pada penelitian ini dilakukan penelitian terkait dengan peningkatan kualitas dengan metode Service quality (Servqual) dan Teoriya Resheniya Izobreatatelskihh Zadach (TRIZ). Metode Service quality (Servqual) digunakan untuk melihat gap kualitas yang dimiliki oleh pengelola dengan harapan penumpang pada Bandara I Gusti Ngurah Rai dan metode Teoriya Resheniya Izobreatatelskihh Zadach (TRIZ) digunakan dalam mendapatkan solusi perbaikan pada atribut yang menghasilkan gap negative. Pada penelitian ini terdapat 28 atribut servqual berdasarkan 5 dimensi kualitas jasa. Berdasarkan perhitungan servqual didapatkan 7 atribut gap positive, 4 atribut gap nol, dan 17 atribut gap negative. Sehingga terdapat 17 atribut service quality yang mengindikasikan penumpang kurang puas pada pelayanan yang diberikan pada atribut – atribut tersebut. Berdasarkan hasil tersebut dilakukan analisa menggunakan cause – effect diagram untuk melihat potensi kontradiksi dan penyebab terjadinya permasalahan oleh 17 atribut tersebut. Sehingga terdapat 12 atribut yang menimbulkan kontradiksi pada penyelesaian permasalahan dan 5 atribut tidak menimbulkan kontradiksi pada penyelesaian permasalahan. Atribut yang menimbulkan kontradiksi selanjutnya dianalisa menggunakan metode Teoriya Resheniya Izobreatatelskihh Zadach (TRIZ) dengan menggunakan 39 engineering parameters, matrix contradiction, dan 40 inventive principles. Sedangkan atribut yang tidak menimbulkan kontradiksi akan dianalisa dan diberikan solusi berdasarkan 40 inventive prinsiples. Berdasarkan hasil analisis yang dilakukan menggunakan Teoriya Resheniya Izobreatatelskihh Zadach (TRIZ) didapatkan usulan perbaikan pada setiap atribut disesuaikan berdasarkan prinsip universality (6), segmentation (1), change parameters (35), taking out (2), mechanical vibration (18), preliminary action (10), dan Mechanics substitution (28).
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The improvement of service quality at I Gusti Ngurah Rai Airport must be carried out to meet the needs of passengers. Therefore, in this study, research related to quality improvement was carried out using the Service Quality (Servqual) and Teoriya Resheniya Izobreatatelskihh Zadach (TRIZ) method. The Service Quality (Servqual) method is used to see the quality gap owned by the manager of passenger expectations at I Gusti Ngurah Rai Airport, and the theoretical Resheniya Izobreatatelskihh Zadach (TRIZ) method is used in the improvement solution on attributes that produce negative gaps. In this study, there are 28 servqual attributes based on five dimensions of service quality. Based on the servqual calculation, there are seven positive gap attributes, 4 zero gap attributes, and 17 negative gap attributes. So that 17 service quality attributes reduce satisfaction with the services provided on these attributes. Based on these results, an analysis was carried out using a cause-and-effect diagram to see potential contradictions and causes of problems with 17 attributes. So 12 attributes cause contradictions in solving problems and five attributes that do not cause contradictions in solving problems. The attributes that cause contradictions are then analyzed using the theory of the Resheniya Izobreatatelskihh Zadach (TRIZ) method using 39 engineering parameters, matrix contradictions, and 40 inventive principles. Meanwhile, attributes that do not cause contradictions will be analyzed, and solutions will be given based on 40 inventive principles. Based on the results of the analysis carried out using the Resheniya Izobreatatelskihh Zadach (TRIZ) theory, the proposed improvements for each attribute are adjusted based on the universality principle (6), segmentation (1), parameter changes (35), retrieval (2), mechanical vibration (18), preliminary action (10), and mechanical substitution (28).
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Dimensi kualitas jasa, Servqual, gap analysis, Jasa, TRIZ, Gap Analysis, Service, Service Quality Dimension, Servqual |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Marsudiyana - |
| Date Deposited: | 18 Feb 2026 01:22 |
| Last Modified: | 18 Feb 2026 01:22 |
| URI: | http://repository.its.ac.id/id/eprint/132477 |
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