Evaluasi Kapasitas dan Tingkat Pelayanan Terminal Penumpang Bandar Udara Ahmad Yani

Ahmad Yani Airport is an International Airport located in Semarang City, Central Java Province. During 2013-2017, the movement of passengers at Ahmad Yani Airport has increased to 3-4 million passengers per year, causing density in the passenger terminal and impacts on the quality of service provided to passengers. The purpose of this research project evaluate is to capacity and performance of services at airport terminals. This research project using survey and observation method. To evaluate service performance, service time calculation based on passenger arrival rate on check in counter and baggage claim area, then the data obtained is processed by using queuing theory and the result is compared with the standard in PM 178 Year 2015, while to know the quality of service according to the perception of passengers conducted the questionnaire distribution, from the questionnaire data is processed by using the method of Importance And Performance Analysis (IPA). For capacity evaluation, it is done by analyzing the terminal area including check in area, domestic departure waiting room, and baggage claim area based on passenger data obtained from the airport by using SNI 03-7046-2004, then forecasting passengers for 2022 using Arithmatic method straight line method. The results of the research analysis show that service time at check in counter is less than 2.5 minutes and service time on baggage claim area less than 20 minutes, while for service quality according to passenger perception there are 9 service attributes which require major priority improvement and the remaining 25 service attributes need improvement on the performance that has been done. For the width of calculation, 255 m² check in area, 1458 m² departure lounge area and baggage claim area 894,96 m², from forecasting calculation for the year 2022 obtained the number of passengers as much as 5,321,414 passengers with a check-in area of 1350 m², departure lounge area 7967 m² and baggage claim area 4889 m². Based on the results of forecasting the terminal area obtained need to expand the terminal space