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The findings pre-study prior to the expanded Sultan Syarif Kasim II there were long queues for airport passengers, many brokers tickets, seating inside and outside the terminal that is not sufficient, the unequal cleanliness in the airport area and the lack of airport employees courteously. The purp...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/23138 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | The findings pre-study prior to the expanded Sultan Syarif Kasim II there were long queues for airport passengers, many brokers tickets, seating inside and outside the terminal that is not sufficient, the unequal cleanliness in the airport area and the lack of airport employees courteously. The purpose of this study is to measure the quality of service by using Service Quality (ServQual) expanded by post-Cartesian diagram mapping using five dimensions of Tangibles, Reliability, Responsiveness, Assurance and Emphaty. The study involved a sample of 110 respondents and 20 passenger party respondent sample Sultan Syarif Kasim II Airport. From the analysis of the data found in quadrant A are 10 questions, in quadrant B amounted to 6 questions, in quadrant C are 8 questions and in quadrant D are 10 questions. With dimensions of value Tangible Realibity -0.43 -0.40 -0.45 Responsiveness Assurance Empathy -0.69 and -0.63. Measurement of gap 1 is the expectation of management with passenger expectations results found airport management is still less understand what services the customer wants. It can be seen from the large gap value is positive. The measurement results for Gap 5 is expected passenger service to the perceived passenger service. shows that management is less able to meet the customer so the management must immediately rectify any deficiencies that become customer complaints. The conclusion of this study is the quality of service the airport Sultan Syarif Kasim II still felt less satisfactory compared with expectations of the passengers themselves. |
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