Model Integrasi Fuzzy Servqual-Ipa Dalam Analisis Kualitas Layanan Bandara Supadio
DOI:
https://doi.org/10.31316/j.derivat.v12i2.7796Abstract
Airports serve as strategic transportation nodes that significantly contribute to regional economic development. Ensuring service quality is therefore essential not only for enhancing passenger satisfaction but also for strengthening institutional competitiveness and reputation. Traditional service quality assessments in airports have predominantly relied on quantitative indicators, which are often insufficient to capture subjective and qualitative dimensions such as passenger perceptions and preferences. This study proposes an integrated evaluation framework combining Fuzzy SERVQUAL and Importance Performance Analysis (IPA) to provide a more comprehensive assessment of service quality at Supadio Airport. The Fuzzy SERVQUAL method quantifies passenger satisfaction by addressing the inherent vagueness of human judgment, while IPA identifies critical service attributes requiring managerial attention. Empirical findings indicate that, although the perceived service quality falls short of passenger expectations, the negative gaps remain relatively minor (greater than -5), suggesting that Supadio Airport’s services are approaching the desired standard. The integration of Fuzzy SERVQUAL and IPA not only enhances the robustness of service quality measurement but also generates actionable insights for prioritising improvement strategies. This contribution demonstrates the methodological value of hybrid models in addressing multidimensional service quality issues and provides practical implications for airport management seeking to optimise service delivery and competitiveness.
Keywords: Fuzzy Inference, Service Quality, Mass Transportation
References
Aydin, O., & Pakdil, F. (2008). Fuzzy SERVQUAL Analysis in Airline Services. Organizacija, 41(3), 108–115. https://doi.org/10.2478/v10051-008-0012-8
Firdaus, I., Farikhin, & Surarso, B. (2020). Application of Fuzzy Servqual Method to Measure User Satisfaction of Mooc Service Quality. E3S Web of Conferences, 202, 14007. https://doi.org/10.1051/e3sconf/202020214007
Kusumadewi, S., & Purnomo, H. (2010). Aplikasi Logika Fuzzy Untuk Sistem Pendukung Keputusan (2nd ed.). Graha Ilmu.
Malik, S. U. (2012). Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value. International Journal of Marketing Studies, 4(1), p68. https://doi.org/10.5539/ijms.v4n1p68
Nissa, H. (2022). Pengaruh Fasilitas Kenyamanan Terhadap Kepuasan Penumpang di Bandar Udara Internasional Supadio Pontianak. Ground Handling Dirgantara, 4(01), 17–26.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Rahman, F., & Rahman, Md. M. (2023). Analyzing service quality of domestic airlines in an emerging country- Bangladesh by structural equation models. Journal of Air Transport Management, 107, 102346. https://doi.org/10.1016/j.jairtraman.2022.102346
Setiadji, S. (2009). Himpunan & Logika Samar serta aplikasinya (1st ed.). Graha Ilmu.
Stefano, N. M., Filho, N. C., Barichello, R., & Sohn, A. P. (2015). A Fuzzy SERVQUAL Based Method for Evaluated of Service Quality in the Hotel Industry. Procedia CIRP, 30, 433–438. https://doi.org/10.1016/j.procir.2015.02.140
Sudarno, S., Rusgiyono, A., Hoyi, A., & Listifadah, L. (2012). Analisis Kualitas Pelayanan dan Pengendalian Kualitas Jasa Berdasarkan Persepsi Pengunjung. Media Statistika, 4(1), 33–45. https://doi.org/10.14710/medstat.4.1.33-45
Sukwadi, R., Josua, P. P., & Tannady, H. (2021). Penerapan Model Integrasi Fuzzy Servqual-Ipa-Qfd Dalam Analisis Kualitas Layanan Stasiun Gambir. Jurnal Muara Sains, Teknologi, Kedokteran dan Ilmu Kesehatan, 5(1), 181. https://doi.org/10.24912/jmstkik.v5i1.9628
Yushila, A. B., Effendi, M., Effendi, U., Veteran, J., & Korespondensi, P. (n.d.). Analisis Kepuasan Konsumen Dengan Metode Fuzzy – Servqual Dan Quality Function Deployment (Studi Kasus Café Right Time Malang). 18(2).
Zulviana, A., & Mukti, E. T. (n.d.). Analisis Kinerja Terminal Penumpang Bandar Udara Internasional Supadio. JeLAST: Jurnal PWK, Laut, Sipil, Tambang, 7(2).
Downloads
Published
Issue
Section
Citation Check
License
Copyright (c) 2025 Bayu Prihandono
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
-
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
