@thesis{thesis,
		author={Welman  Willy},
		title ={ANALISIS KUALITAS PELAYANAN PADA TERMINAL
KEDATANGAN (DOMESTIK) BANDAR UDARA
INTERNASIONAL HANG NADIM BATAM DENGAN
METODE SERVQUAL DAN ANALYTICAL HIERARCHY
PROCESS (AHP)},
		year={2023},
		url={http://eprints.stta.ac.id/1070/},
		abstract={This research focuses on service quality at the Arrival Terminal of Hang 
Nadim International Airport. The aim is to analyse customer satisfaction based on 
their perspective, compare service expectations and reality, and provide 
recommendations for improvement through the SERVQUAL and AHP methods. 
The main problem is that there are complaints related to security, convenience, 
and cleanliness of the terminal. The research is expected to provide insight for 
academics and stakeholders in improving airport services.
This study uses quantitative and descriptive methods to understand the 
quality of service at the Arrival Terminal of Hang Nadim International Airport. 
The quantitative method involves statistical analysis and quantification of data, 
while the descriptive method provides an overview of the problem under study. 
Data was collected through interviews, questionnaires and field studies. The
results are processed by gap analysis using the SERVQUAL method and 
weighting criteria using the Analytical Hierarchy Process (AHP) method.
Recommendations for improvement will be given based on the results of the 
analysis. The quality of service at the Arrival Terminal at Hang Nadim 
International Airport needs to be improved because the level of passenger 
satisfaction is below the target. There is a negative gap in several service 
attributes such as the ability of information service officers to be swift in helping 
passengers when a loss occurs. Recommendations for improvement based on the 
SERVQUAL method and weighting criteria using the Analytical Hierarchy 
Process (AHP) method focus on attributes C2, D3, D2, E1, and C3.}
		}