Analisis Tingkat Kepuasan Penumpang Di Terminal Domestik Bandar Udara Internasional Adi Soemarmo Boyolali Dengan Metode Customer Satisfaction Index

Authors

  • Salsa Khoirunnisa Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
  • Septiyani Putri Astutik Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i1.2682

Abstract

Abstrak

Pertumbuhan sektor penerbangan di Indonesia sangatlah pesat, salah satu contoh bandar udara yang mengalami pertumbuhan adalah bandar udara Adi Soemarmo Surakarta, namun adanya pertumbuhan penumpang mengharuskan PT. Angkasa Pura 1 selaku operator melakukan peningkatan kualitas pelayanan untuk penumpang, salah satunya adalah pengembangan fasilitas terminal penumpang Bandara Adi Soemarmo tahun 2021, namun Adanya peningkatan tersebut masih belum diimbangi dengan perbaikan di fasilitas fasilitas lain sehingga nila indeks kepuasan nya masih belum berada di level yang baik. Penelitian dilakukan untuk Mengetahui Tingkat Kepuasan Penumpang  di Terminal Domestik Bandar Udara Internasional Adi Soemarmo pada periode tahun 2021 menggunakan metode kuantatif melalui Customer Satisfaction Index. Hasil penelitian menunjukan bahwa Nilai CSI Bandar Udara Adi Soemarmo tahun 2021 turun menjadi 4.23 dimana sebelumnya pada tahun 2020 memperoleh 4.75 hal tersebut dipengaruhi oleh nilai variable aksesibilitas yang masih rendah dengan nilai rata – rata 3.97

Kata Kunci : Indeks kepuasan penumpang, terminal domestik, Bandara Adi Soemarmo

Abstract

The growth of the aviation sector in Indonesia is very highly, one example of an airport that is experiencing growth is the Adi Soemarmo airport in Surakarta, but the growth in passengers requires PT. Angkasa Pura 1 as the operator improves the quality of service for passengers, one of which is the development of the Adi Soemarmo Airport passenger terminal facility in 2021, but this increase has not been matched by improvements in other facilities. The study was conducted to determine the level of passenger satisfaction at the Adi Soemarmo International Airport Domestic Terminal in the period 2021 Customer Satisfaction Index Method. The results showed that the CSI value of Adi Soemarmo Airport in 2021 fell to 4.23 where previously in 2020 it was 4.75, this was influenced by the value of the accessibility variable which was still low with an average value of 3.97

Keywords: Passenger satisfaction index, domestic terminal, Adi Airport Soemarmo

References

DAFTAR PUSTAKA

Angkasa Pura I (Persero), 2014; Standar Operasional Prosedur Pelayanan.

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Triwayudi, Dani. (2020). Fasilitas Ruang Keberangkatan dan Kedatangan Penumpang Domestik serta Kinerja Unit Terminal Inspection Service (TIS) di Bandar Udara Internasional Adi Soemarmo Boyolali. Skripsi. Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.

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Published

2022-06-04

Issue

Vol. 6 No. 1 (2022): June 2022

Section

Articles

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Copyright (c) 2022 Salsa Khoirunnisa, Septiyani Putri Astutik

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