Analisa Pengaruh PErformansi Pelayanan Terhadap Kepuasan dan Loyalitas Pengguna Jasa di Terminal I Bandar Udara Juanda Surabaya

Pratomo, Uranio Hario Bimo (2019) Analisa Pengaruh PErformansi Pelayanan Terhadap Kepuasan dan Loyalitas Pengguna Jasa di Terminal I Bandar Udara Juanda Surabaya. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Bandar Udara Juanda merupakan salah satu dari sarana/fasilitas pemenuh kebutuhan transportasi udara yang dikelola oleh PT. Angkasa Pura I, sesuai dengan peraturan Menteri Perhubungan RI no. 38 tahun 2015 dimana pengelolaan Bandar udara harus berkualitas dari sarana dan pelayanan terhadap pengguna jasa, maka pengelola dituntut untuk memberikan pelayanan secara maksimal. Pada tahun 2017, kapasitas daya tampung penumpang di BandarUdara Juanda terminal 1 sudah mengalami overload sekitar 17 juta penumpang per tahun dari kapasitas desain pembangunan 2006 hanya 6 juta per tahun, dengan demikian dapat diprediksi akan timbul penurunan kepuasan pengguna jasa akibat dari penurunan level of service dari pelayanan yang secara kapasitas desain. Pada awal tahun 2018 dilakukan perubahan fasilitas dan pelayanan dari pengelola.
Setelah dilakukan penelitian tahun 2018 di Terminal 1 bandar udara Juanda Surabaya, didapatkan bahwa customer satisfaction index berada pada 74% kepuasan terhadap kualitas pelayanan yang diberikan. Lalu dengan metode importance performance analysis didapatkan bahwa pelayanan check in boarding pass, pelayanan terhadap bentuk fisik bangunan dan penataan ruangan dan jumlah tenant, ketersediaan fasilitas difabel, fleksibilitas staff, serta airport tax masih dibawah harapan dari pengguna jasa dan perlu adanya peningkatan kualitas pelayanan.
Dengan metode SEMPLS menginformasihkan bahwa kualitas pelayanan tidak sepenuhnya berpengaruh terhadap kepuasan dan loyalitas pengguna jasa, namun kepuasan pengguna jasa berpengaruh terhadap loyalitas pengguna jasa.
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Juanda International Airport as a facility for air transportation managed by PT. Angkasa Pura I. According to the Regulation of Transportation Ministry of Indonesian Republic no. 38/2015, the airport management must meet the quality standard to provide the customers (airplane passenger) both facilities and services. Thus, the management has to provide their maximum service. On 2017, the capacity of passenger is overloaded in Terminal I of Juanda International Airport for 17 million passengers recorded per year. Whereas, regarding to the design capacity development at 2006, there are 6 million passengers per year. Hence, the decreasing of customer’s satisfactory might happen due to lower service level. However, on early 2018, there was an upgrade in facilities and services done by the management.
The research conducted by utilizing customer satisfaction index method. Therefore, the result shows 74% for service quality provided at Terminal I of Juanda airport in Surabaya. Moreover, the importance performance analysis method resulted some facilities are below the standard, such as the service of check-in boarding passes, services to the physical form of buildings and arrangement of rooms and number of tenants, availability of disabled facilities, staff flexibility, and airport tax. Hence, the service quality should be improved.
In addition, the SEMPLS method determined that service quality does not significantly affect customer satisfaction and loyalty. However, the customer satisfaction directly affects the customer loyalty.

Item Type:	Thesis (Masters)
Additional Information:	RTMT 658.834 3 Pra a-1 2019
Uncontrolled Keywords:	Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Service Performance, Customer Satisfation, Customer Loyalty, Structural Equation Modelling (SEM).
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > T Technology (General) > T56.8 Project Management
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User:	URANIO HARIO BIMO PRATOMO
Date Deposited:	18 Oct 2021 09:23
Last Modified:	18 Oct 2021 09:23
URI:	http://repository.its.ac.id/id/eprint/61369

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