Ali Pritantyo, Firgha (2025) Usulan Peningkatan Kualitas Pelayanan Penyaluran Avtur Ke Pesawat Udara Dengan Pendekatan Integrasi Metode Importance Performance Analysis, Best Worst Method Dan Quality Function Deployment. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kualitas pelayanan penyaluran avtur ke pesawat udara merupakan aspek krusial dalam mendukung keselamatan dan ketepatan waktu operasional penerbangan. DPPU Juanda sebagai salah satu depo pengisian avtur dengan tingkat aktivitas tinggi dituntut untuk mampu memenuhi ekspektasi pelanggan secara konsisten. Penelitian ini bertujuan untuk mengidentifikasi gap antara persepsi dan ekspektasi pelanggan, menentukan prioritas kebutuhan pelanggan, serta merumuskan dan memprioritaskan persyaratan teknis yang diperlukan untuk meningkatkan kualitas pelayanan penyaluran avtur ke pesawat udara di DPPU Juanda. Penelitian ini menggunakan pendekatan terintegrasi yang terdiri dari SERVQUAL untuk mengukur gap kualitas pelayanan, Importance Performance Analysis (IPA) untuk menentukan prioritas kebutuhan pelanggan, Focus Group Discussion (FGD) untuk mengidentifikasi persyaratan teknis, Best Worst Method (BWM) untuk menentukan bobot prioritas persyaratan teknis, serta Quality Function Deployment (QFD) untuk menerjemahkan kebutuhan pelanggan ke dalam respon teknis. Data persepsi dan ekspektasi diperoleh dari responden pelanggan maskapai, sementara penilaian teknis dilakukan oleh expert internal perusahaan yang memiliki pengalaman dan kompetensi di bidang operasional penyaluran avtur. Hasil penelitian menunjukkan bahwa terdapat gap negatif pada beberapa dimensi kualitas pelayanan, yang mengindikasikan bahwa kinerja pelayanan belum sepenuhnya memenuhi ekspektasi pelanggan. Berdasarkan analisis IPA, dua belas customer requirement diidentifikasi sebagai kebutuhan prioritas utama. Melalui FGD, diperoleh sebelas technical requirement yang relevan untuk menjawab kebutuhan pelanggan tersebut. Hasil pembobotan menggunakan BWM menunjukkan bahwa tiga technical requirement dengan prioritas tertinggi adalah integrasi jadwal pengisian dengan stakeholder, sistem pemantauan real-time proses pengisian avtur, dan penguatan sistem audit apron. Integrasi hasil BWM dan QFD menunjukkan bahwa ketiga technical requirement tersebut memiliki kontribusi terbesar terhadap peningkatan kualitas pelayanan secara keseluruhan.
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Service quality in aviation fuel supply operations plays a critical role in supporting flight safety and operational punctuality. As a high activity aviation fuel depot, DPPU Juanda is required to consistently meet customer expectations. This study aims to identify the gap between customer perceptions and expectations, determine priority customer requirements, and formulate as well as prioritize technical requirements to improve the quality of aviation fuel supply services at DPPU Juanda. This research employs an integrated approach consisting of SERVQUAL to measure service quality gaps, Importance Performance Analysis (IPA) to determine priority customer requirements, Focus Group Discussion (FGD) to identify relevant technical requirements, Best Worst Method (BWM) to calculate the priority weights of technical requirements, and the first phase of Quality Function Deployment (QFD), namely the House of Quality, to translate customer requirements into technical responses. Perception and expectation data were collected from airline customer respondents, while technical assessments were conducted by internal experts with relevant experience in aviation fuel operations. The results indicate the presence of negative service quality gaps across several service dimensions, suggesting that current service performance has not fully met customer expectations. Based on the IPA results, twelve customer requirements were identified as top priority attributes. Through FGD, eleven technical requirements were formulated to address these customer needs. The BWM results reveal that the three highest-priority technical requirements are the integration of refueling schedules with stakeholders, the implementation of a real-time refueling process monitoring system, and the strengthening of apron audit systems. The integration of BWM and QFD results demonstrates that these technical requirements provide the greatest contribution to overall service quality improvement.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Penyaluran Avtur, Voice of Customer, SERVQUAL, Importance Performance Analysis, Quality Function Deployment, Focus Group Discussion, Best Worst Method, Aviation Fuel Distribution, Voice of Customer, SERVQUAL, Importance Performane Analysis, Quality Function Deployment, Focus Group Discussion, Best Worst Method |
| Subjects: | T Technology > TL Motor vehicles. Aeronautics. Astronautics > TL725 Airport terminals. T Technology > TL Motor vehicles. Aeronautics. Astronautics > TL725.3.P5 Airports--Planning. Airports--Design and construction. |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Firgha Ali Pritantyo |
| Date Deposited: | 19 Jan 2026 03:28 |
| Last Modified: | 19 Jan 2026 03:28 |
| URI: | http://repository.its.ac.id/id/eprint/129700 |
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