Analisis Kepuasan Pengguna Pesawat Udara terhadap Kualitas Pelayanan di Bandar Udara Sentani Jayapura

Watofa, Elvira M (2009) Analisis Kepuasan Pengguna Pesawat Udara terhadap Kualitas Pelayanan di Bandar Udara Sentani Jayapura. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Bandar Udara Sentani beroperasi di Jayapura sejak tahun 1963 dan melayani penerbangan domestik serta perintis, yang setiap hari semakin ramai dengan kegiatan penerbangan. Dengan semakin ramai dan sibuknya kegiatan penerbangan di Bandara Sentani mengakibatkan banyak keluhan dari para penumpang terhadap pelayanan yang diberikan. Untuk itu perlu dilakukan penelitian di terminal Bandara Sentani. Penelitian ini bertujuan untuk mengetahui sejauh mana tingkat kepuasan penumpang pengguna jasa bandar udara terhadap pelayanan di terminal yang telah dilakukan oleh pengelola di Bandara Sentani Jayapura dan mengetahui perbedaan tingkat kepuasan serta harapan berdasarkan karakteristik responden. Analisis yang dipakai adalah analisis kepuasan dengan menggunakan kuadran pada diagram Kartesius berdasarkan nilai rata-rata variabel kepuasan dan kepentingan. Selain itu digunakan analisis uji t dan uji varians pada karakteristik responden berdasarkan jenis kelamin, usia, pendidikan, penghasilan, frekuensi penerbangan, maksud perjalanan, pekerjaan, dan moda kendaraan yang digunakan. Dari analisis kepuasan, atribut-atribut yang perlu mendapatkan prioritas perbaikan paling utama dari pengelola bandar udara adalah kemudahan mendapatkan parkir, daya tampung lahan parkir, kebersihan lahan parkir, penataan warung/kafe di lobi, dan fasilitas lainnya.
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Sentani Airport has been operating since 1963 both for domestic and pioneering flights. The number of customers and flights are increasing through time. The more flights and the busier the airport, the more complaints from the passengers about the service performed by airport officers. Therefore, a research is needed to be conducted in Sentani Airport's terminal to identify the satisfaction level of the passengers toward the services given in the terminal by the management of Sentani Airport Jayapura. The objective of this research is also to examine the different satisfaction levels and expectations of the passengers based on respondents' characteristics. The satisfaction of the passengers is measured using a quadrant in a Cartesian Diagram based on the mean or average value of satisfaction and importance variables. In addition, t-test and analysis of variance are also used to analyze the data. Moreover, variables such as sex, age, education, salary, frequency, travel intention, job, and vehicle usage are also tested and analyzed. The research shows that there are some facilities which have to be placed as the first priority for improvement by the airport management. Those facilities are the accessibility, capacity, and cleanliness of the parking lot, the arrangement of cafes in the lobby, and other variables.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kepentingan, Kinezja, Kepuasan , Importance, Performance, Satisfaction
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Civil Engineering and Planning > Civil Engineering > 22101-(S2) Master Thesis
Depositing User:	magang .
Date Deposited:	25 Sep 2026 03:00
Last Modified:	25 Sep 2026 03:00
URI:	http://repository.its.ac.id/id/eprint/144899

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