Institusion
INSTITUT TEKNOLOGI DIRGANTARA ADISUTJIPTO
Author
Margaretha Lourinya Manna, Inecentia
Subject
T Technology (General)
Datestamp
2024-02-15 08:19:24
Abstract :
The role of an airport is inseparable from its facilities and service quality.
In carrying out services, it is supposed to follow the applicable service standards,
but of course passengers have different perceptions or desires, even more than the
existing standards. In this study the researchers wanted to find out whether the
level of service was in accordance with PM Number 178 of 2015 concerning
Service Standards for Airport Service Users and whether there were differences in
passenger perceptions with the services available at Lede Kalumbang Airport. The
study used descriptive quantitative analysis, namely direct observation of service
levels with 20 samples and distributing questionnaires to 100 passengers which
were then processed using validity and reliability tests using SPSS and gap
analysis. From the research results found in the aspect of service facilities in the
process of departure and arrival of passengers with 4 (four) indicators obtained a
value of 90 with a gap of 0.45, aspects of service facilities that provide comfort to
passengers with 8 (eight) indicators a value of 55 is obtained with a gap of 0.51
and the aspect of service facilities that provide added value with 12 (twelve)
indicators is obtained a value of 40 with a gap of 0.89.