ANALISIS KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN POTENTIAL GAIN OF CUSTOMER VALUE (PGCV) (Studi Kasus Bandara Internasional Banyuwangi)
| Main Author: | Haznam, Farizzul |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2020
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/59352/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/59352/2/BAB%20I.pdf http://eprints.umm.ac.id/59352/3/BAB%20II.pdf http://eprints.umm.ac.id/59352/8/BAB%20III.pdf http://eprints.umm.ac.id/59352/5/BAB%20IV.pdf http://eprints.umm.ac.id/59352/6/BAB%20V.pdf http://eprints.umm.ac.id/59352/4/BAB%20VI.pdf http://eprints.umm.ac.id/59352/7/LAMPIRAN.pdf http://eprints.umm.ac.id/59352/ |
Daftar Isi:
- It cannot be denied that the development of transportation in Indonesia is increasing rapidly every year. Where there is a close relationship between transportation service providers and passengers directly. So that passenger satisfaction is important according to service providers. Likewise with the Banyuwangi International Airport, is one of the airports located at the easternmost tip of the island of Java. This airport has been managed by PT Angkasa Pura II, which aims to meet the needs of passengers traveling using air transportation. To improve the quality of services at the Banyuwangi International Airport, this study first made a questionnaire based on three total quality according to Gronroos namely technical quality, functional quality, and corporate image. The results of the questionnaire distribution were then mapped using the Methode Importance Performance Analysis (IPA), then prioritized using the Potential Gain of Customer Value (PGCV) method. Later, the results of this study are suggestions for service improvements that can be done to maximize services at Banyuwangi International Airport such as the addition of health facilities, fixing the space for nursing mothers, the addition of padded pads on seats, giving rewards to airport officials, increasing the number of prayer rooms, adding counter check-ins. , and additional parking lots.