Penilaian Pelayanan Pengguna Jasa Terminal Bandar Udara Wiriadinata Tasikmalaya

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ABSTRAK

Terminal bandar udara merupakan suatu fasilitas penunjang perpindahan transportasi untuk menghubungkan moda transportasi darat dengan udara. Terminal Bandar Udara harus dapat melayani jumlah penumpang waktu sibuk. Standar pelayanan harus memadai persyaratan yang telah ditentukan. Kualitas pelayanan perlu dinilai dari sudut pandang pengguna jasa bandar udara. Penilaian kinerja dilakukan dengan membandingkan kondisi eksisting terhadap PM 178 2015. Untuk penilaian berdasarkan persepsi pengguna dilakukan kuesioner dan analisis dengan metode Importance and Performance Analysis. Tujuan dari penelitian ini yauntuk mengetahui kinerja operasional dan penilaian sudut pandang pengguna. Hasil analisis menunjukkan nilai tingkat pelayanan sebesar 12,77 - “D†Cukup sedangkan nilai untuk proses keberangkatan dan kedatangan sebesar 70 “C†Baik, fasilitas memberikan kenyamanan memperoleh nilai 100 “A†Istimewa, fasilitas nilai tambah memperoleh nilai 40 “C†Baik. Dari 43 atribut pertanyaan, hasil analisis menunjukkan kuadran A - 12 butir pertanyaan, B - 2 butir pertanyaan, C - 27 butir pertanyaan serta kuadran D - 2 butir pertanyaan.

Kata kunci: tingkat pelayanan, kepuasan pengguna, PM 178 Tahun 2015, analisis kepentingan dan kinerja

 

ABSTRACT

An airport terminal is a transportation support facility to connect land and air transportation modes. Airport terminals must be able to serve the number of passengers at busy times. Service standards must meet the specified requirements. Service quality needs to be assessed from the perspective of airport service users. Performance assessment is carried out by comparing the existing conditions to PM 178 2015. For the assessment based on user perceptions, questionnaires and analysis using the Importance and Performance Analysis method are carried out. The purpose of this study is to determine the operational performance and assessment of the user's point of view. The results of the analysis show that the service level value is 12.77 - "D" Enough while the value for the departure and arrival processes is 70 "C" Good, facilities providing comfort get a value of 100 "A" Special, value added facilities get a value of 40 "C" Good . Of the 43 question attributes, the results of the analysis show quadrant A - 12 questions, B - 2 questions, C - 27 questions and quadrant D - 2 questions.

Keywords: level of service, user satisfaction, PM 178 2015, importance and performance analysis