DETERMINATION OF PRIORITY FOR SERVICE IMPROVEMENT USING THE SERVQUAL DIMENSIONS, IMPORTANCE PERFORMANCE ANALYSIS AND ANALYTICAL HIERARCHY PROCESS TO IMPROVE THE SERVICE QUALITY IN TERMINAL 3 SOEKARNO-HATTA AIRPORT
DOI:
https://doi.org/10.36805/fdzeeg05Abstract
Indonesia, as an archipelagic country experiences air transportation growth with increasing demand for airport services which then develops into the need to provide more effective and efficient airport terminal services (Manataki & Zografos, 2009). To overcome the increase, the construction of Terminal 3 Ultimate was planned to accommodate the movement capacity of 25 million passengers (Pradana & Ahyudanari, 2017). Terminal 3 Soekarno-Hatta International Airport started to operate on August 9, 2016. Not long ago, there were several complaints from passengers and institutions related to facilities and infrastructure facilities in Terminal 3. The studies of operations and services provided by airports are currently being carried out from a very diverse perspective. Fodness & Murray (2007) conducted an empirical survey of passenger expectations regarding airport services. Lubbe, Douglas & Zambellis (2011) claim that the primary measure of airport operation assessment is the opinion of passengers, therefore it is very important to analyze passenger expectations regarding the quality of airport services. Passengers must define and evaluate services.
Abstrak
Penelitian ini mengevaluasi kualitas layanan Terminal 3 Bandara Internasional Soekarno-Hatta, Jakarta, dari perspektif penumpang maupun manajemen. Terminal 3, sebagai terminal terbaru dan terbesar, mulai beroperasi pada Agustus 2016 dan dirancang untuk menampung hingga 25 juta penumpang per tahun. Data dikumpulkan melalui kuesioner penumpang berdasarkan lima dimensi SERVQUAL) dan dianalisis menggunakan model kesenjangan SERVQUAL serta Importance-Performance Analysis (IPA). Selain itu, Analytical Hierarchy Process (AHP) digunakan untuk memperoleh perspektif manajemen dengan kriteria yang diambil dari dimensi SERVQUAL. Hasil penelitian menunjukkan adanya kesenjangan negatif secara konsisten antara harapan dan persepsi penumpang pada seluruh 30 atribut layanan, dengan rentang gap antara 0,34 hingga 1,2, yang mengindikasikan ketidakpuasan terhadap kualitas layanan. Hasil IPA menyoroti enam atribut yang membutuhkan perbaikan segera, sedangkan analisis AHP dari pihak manajemen menempatkan dimensi tangible sebagai prioritas utama untuk ditingkatkan. Penelitian ini berkontribusi pada pengukuran kualitas layanan dalam manajemen bandara dengan mengintegrasikan sudut pandang penumpang dan manajemen. Temuan penelitian ini memberikan panduan praktis bagi PT Angkasa Pura dalam mengidentifikasi area prioritas serta menyusun strategi peningkatan kepuasan penumpang dan kualitas layanan secara keseluruhan di Terminal 3.
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