Analysis of Quality Improvement Services International Airport CargoTerminal (Case Study: Soekarno - Hatta International Airport)

• Main Author: HAERULLOH (NIM : 24212012), RIDWAN
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/23966
• Institution: Institut Teknologi Bandung

Open Sky agreements and free trade in 2015 in the Southeast Asian region, the opportunities and challenges for the operator of airport services to enhance the optimal service to service users. The development of civil aviation is very dynamic and showed a positive trend, especially the field of air cargo. It is based on the final report of 2013 PT. Angkasa Pura II of Airport Customer Satisfaction Survey, the data show an increasing cargo volumes (Annual Report, 2013). The government's response to this issue by making the Constitution No.1 of 2009 concerning Aviation. of Article 271 is about the implementation of a single provider institutions aviation navigation. And Government Regulation No. 77 of 2012 concerning LPPNPI (Indonesia Institute of Air Navigation Service Providers ). Government policy has direct impact on the company managing the airport, among others PT. Angkasa Pura II in terms of revenue and service. Terms of service companies must be able to realize the improvement of services to users of airport services are prime among which increase cargo services. <br /> <br /> <br /> This research aims to determine the quality of services cargo terminal at Soekarno - Hatta Tangerang, as a reference in an effort to improvement of the quality of service rendered by PT. Angkasa Pura II. The method used in this research is a qualitative model of service quality measurement SERVQUAL developed by Parasuraman, Zeithaml and Berry (1988) and combined with the analysis of QFD (Quality Function Deployment). SERVQUAL method in this research is used to determine the level of customer satisfaction based on the value of the gap between "expectation-perception" of the Soekarno – Hatta cargo terminal airport services. Besides helping to formulate the service quality attributes airport cargo terminal by SNI and KPKU (Excellent Performance Assessment Criteria) which will be measured using a 5 (five) dimensions of service quality. QFD method is used to formulate and identify the steps the company's management priorities to be done in improving the quality of the cargo terminal services Soekarno - Hatta based weights scores starting from the largest weighting scores. <br /> <br /> <br /> The sample used in this research are (n = 75); significance level (&#940; = 0.05); degrees of freedom (df = n-2), the obtained r Table = 0.227. Then obtained a Cronbach's alpha values above 0.7 overall namely respectively each amounting to (Expectation = 0.931 and Perception = 0.967). According to Sekaran (1992), that the reliability value above 0.8 is good. From the results obtained 8 data processing service attributes cargo terminal has a negative value of the level of satisfaction (-) or not satisfied, namely: (X1) Condition unloading areas are spacious and adequate; (X9) Availability canopy on the truck dock area; (X16) Ease of access areas of import-export shipments; (X20) Quick response to customer complaints and tactical cargo; (X22) Availability of media to convey customer complaints via the web or social media technologies; (X24) Control the entrance of people and goods; (X27) The hospitality and attitude of security personnel in the process of inspection of people and goods; and (X29) The willingness of employees to listen to customer complaints. Of 8 service attributes obtained 5 cargo terminal service attributes that are considered most important by consumers, which is included in quadrant A, namely: X1; X9; X16; X24; and X29. The results of the analysis and formulation of the QFD method obtained 11 technical characteristics as the solution quality improvement cargo terminal services which refer to the rules and regulations for air cargo management. 11 The technical characteristics include: a.) Training cargo officer of the standard operating procedures of service (19.34%); b.) Procurement web-based online communication media (11.25%); c.) Procurement call center cargo (11.25%); d.) Tightening the inspection of the PASS card (10.52%); e.) The procurement unit information service center (10.44%); f.) Socialization of customer complaints communications media program to the entire cargo terminal users (8.09%); g.) Evaluation redeployment of cargo warehouse space today (7.28%); h.) Training of personnel in accordance with a cargo cargo such as: Dangerous Good (6.47%); i.) Increasing the capacity of the loading area (6.47%); j.) The addition of Security Officers (4.85%); and k.) The addition of a canopy on the dock area adjusted to a maximum length of <br /> <br /> <br /> vehicles transport of goods (4.04%). This study is expected to be a recommendation for PT. Angkasa Pura II, branch Soekarno - Hatta or company managing cargo terminal area of airports in Indonesia to the steps cargo terminal service quality improvement. This research is also expected to be used as a comparison further research are similar.