ANALISIS TINGKAT PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA TERMINAL INTERNASIONAL BANDAR UDARA SOEKARNO-HATTA
| Main Authors: | , Irene Marizkha, , Prof. Ir. Sigit Priyanto, M.Sc., Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2011
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/88327/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=50448 |
Daftar Isi:
- The growth of passanger increases every year, that�s why the level of service evaluation is needed to ease and give comfort for the passengers. This is because one of indicators of the airport success is when an airport can satisfy the passenger through their services. This research is conducted to measure the passenger perception through service in the international terminal of Soekarno- Hatta airport. Passenger satisfaction through service level in international terminal of Soekarno-Hatta airport can be achieved by measuring the satisfaction through collecting questionnaires which encompass the choice of services, known as stated preference method. The collected questionnaires consist of the choice of services with satisfy classification i.e. very unsatisfied, unsatisfied, fairly satisfied, satisfied and very satisfied. The level of satisfaction is made by giving the rank in form of ordinal scale. In addition, the method of analysis is using linear regression and for the time of service is measured based on the prevailed standard. The result shows that comfort, time of service and information influence the passenger satisfaction in international terminal of Soekarno-Hatta airport are 78,3 percents, while based on survey of service time showed that time of service in the security check, check-in service, and immigration service in the departure and arrival terminal also the baggage claim service still in good conditions.