Abstract :
Airport-related services are mentioned including rental of rooms. As
passengers, tenants or shops at airports also include users of services provided by
the airport manager. Of course the tenants of the room or shop also want services
or facilities that are in accordance with the rental price provided by the airport
manager. These services or facilities are certainly expected to meet service user
satisfaction.
To measure the level of service costumer with facilities at Adisutjipto
Airport, sufficient data is needed in the form of evaluating the importance and
satisfaction of performance from service providers. The data in question comes
from the level of interest and satisfaction questionnaires distributed to 30
respondents, namely tenants at Adisutjipto Airport. The data obtained is then
processed using the Importance Performance Analysis method and calculation of
the Customer Satisfaction Index, so that it can be seen the value of service user
satisfaction at Adisutjipto Airport.
From the results of the study found the level of satisfaction in the category
'Satisfied Enough' with a given score of 0.6062 or 60.62% with 6 facilities or
service items in quadrant I, 5 facilities or service items in quadrant II, 3 facilities
or service items in quadrant III and 6 facilities or service items in quadrant IV.