Analisis Pelayanan Maskapai Penerbangan PT “X” Rute Jakarta-Batam Berdasarkan Persepsi Penumpang

The complexity of competition in the air transport industry causing any company or airlines have to improve the quality of service to the customer. This study uses the variable consists of 23 attributes of services that includes 5 SERVQUAL dimensions namely reliability, responsiveness , empathy , assurance and tangibles . Importance Performance Analysis Methods and Customer Satisfaction Index is used to analyze the primary data . The results showed that there are three (3 ) service attributes that are in quadrant priorities for improved / enhanced service which are ( A4 ) on-time performance of airline service, (Re5) ease of reservation and ( Rs3 ) ease of buying a ticket and check -in service at the airport . Customer Satisfaction Index of PT " X " airline Jakarta - Batam route amounted to 85.61 % which is very good. Kompleksitas persaingan dalam industri angkutan udara atau penerbangan menyebabkan setiap Perusahaan harus selalu meningkatkan kualitas pelayanan agar kepuasan pelanggan dapat terwujud. Penelitian ini menggunakan variabel yang dalam terdiri dari 23 Atribut jasa yang meliputi 5 dimensi model Servqual yaitu reliabilitas, daya tanggap, empati, jaminan dan bukti fisik.Metode Importance Performance Analysis dan Customer Satisfaction Index digunakan untuk menganalisis data primer tersebut. Hasil penelitian menunjukkan bahwa terdapat 3 (tiga) atribut jasa yang berada pada kuadran prioritas untuk diperbaiki/ ditingkatkan pelayanannya yaitu (A4) kinerja tepat waktu pelayanan penerbangan, (Re5) kemudahan reservasi dan (Rs3) membeli tiket dan pelayanan check in di Bandar Udara. Nilai Customer Satisfaction Index pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam adalah sebesar 85.61%. Pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam tersebut mempunyai nilai indek kepuasan penumpang yang sangat baik (very good)

Pelayanan Kargo Udara di Terminal Kargo Domestik Bandar Udara Soekarno-Hatta

The compliance of users expectations on services air cargo is an important thing for organizations to face the competition of business services. Air cargo services in this study were measured with the dimensions of SERVQUAL model. Dimensions of quality that is used consist of the dimensions of reliability, responsiveness, assurance, empathy and tangible which covers 15 attributes of service. Service attribute is used to assess the quality of service warehouse operator PT Garuda Indonesia and PT Gapura Angkasa on domestic cargo terminal Soekarno-Hatta Airport. The research sample consisted of 46 service quality in the warehouse operator PT Garuda Indonesia Cargo and 33 in PT Gapura Angkasa. Service attributes were analyzed by Importance Performance Analysis. The most importances of services attributes consist of on-time delivery capabilities, delivering a record / document without errors, communication with customers and time coordination, the service immediately / quickly for customers, compensation for damages or missing items and the clarity and completeness of the operational procedures. Increased air cargo services and customer satisfaction index in the domestic cargo terminal can be done with corrective measures on the attributes of service that is located in quadrant one. Pemenuhan harapan pengguna kargo terhadap pelayanan kargo udara merupakan hal penting bagi organisasi jasa untuk menghadapi persaingan bisnis. Pelayanan kargo udara dalam penelitian ini diukur dengan dimensi model Servqual. Dimensi kualitas yang digunakan terdiri dari dimensi reliabilitas, daya tanggap, jaminan, empati dan bukti fisik yang meliputi 15 atribut jasa.Atribut jasa tersebut digunakan untuk menilai kualitas pelayanan warehouse operator PT Garuda Indonesia Cargo dan PT Gapura Angkasa pada terminal kargo Domestik Bandar Udara Soekarno-Hatta.Sampel penelitian kualitas pelayanan terdiri dari 46 pada warehouse operator PT Garuda Indonesia Cargo dan 33 pada PT Gapura Angkasa.Atribut jasa dianalisis dengan Importance Performance Analysis.Atribut jasa penting terdiri dari kemampuan pengiriman tepat waktu, menyampaikan catatan/dokumen tanpa kesalahan, komunikasi dengan pelanggan dan mengkoordnasi waktu, layanan yang segera/cepat bagi pelanggan, kompensasi untuk kerusakan atau barang hilang dan kejelasan dan kelengkapan prosedur operasional.Peningkatan pelayanan kargo udara dan indeks kepuasan pengguna di terminal kargo domestik dapat dilakukan dengan langkah perbaikan pada atribut jasa yang terletak pada kuadran satu

Kualitas Tingkat Pelayanan Minimum Terminal Kargo Domestik Bandar Udara

Quality of cargo management services is primary consumer expectation indicator measured by the dimension model and the minimum service time. Likert scale of five levels is use, analyzed with Important Performance Analysis and Performance Analysis Approach to portray the user perception and expectation. Five dimensions of quality aspect are selected such as reliability, responsiveness, assurance, empathy, and physical evidence. Two air cargo companies operating at Jakarta International Airport Soekarno Hatta are selected as respondents with sample sizes of 46 and 33 are observed. A grid with four quadrants is developed. The result shows that the two operator need improvement to reach minimum service time of 30 minutes. The existing system is in a range between 46 to 51.51 minutes to finish all system services steps. To reach the minimum service time, the operator management, equipment, and tools must be improved