PERFORMANCE MEASUREMENT AND IMPROVEMENT STRATEGY ON SERVICE FACILITY OF SOEKARNO HATTA AIRPORT TERMINAL 3

• Main Author: Mira Miranda (19015108 ), Nabila
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/29457
• Institution: Institut Teknologi Bandung

As the main gateway of Indonesia Soekarno Hatta Airport handled 63 million air transportation <br /> <br /> passengers in 2017, while the capacity per year is 62 million passengers. The growth of air <br /> <br /> transport service users in Indonesia continues to increase in consequence of the increasing <br /> <br /> number of airlines in Indonesia offer low cost of air travel. Along with the increasing number <br /> <br /> of peoples traveling by airplane and the vigorous of 2018 Asian Games, it is importance to <br /> <br /> know the condition and suitability of space availability and the service facilities performance <br /> <br /> from airport service user’s perceptions. <br /> <br /> <br /> The aim of this study is to measure the performance of service facilities provided in Soekarno <br /> <br /> Hatta Airport Terminal 3 based on airport service user’s interest. Importance Performance <br /> <br /> Analysis conducted from the data based on 400 answers questionnaire by the airport service <br /> <br /> users to analyze their interest and perception on 21 airport service facilities in Soekarno Hatta <br /> <br /> Airport Terminal 3. The result presents in graphically in two-dimensional grid of Importance <br /> <br /> Performance Grid. The grid divided into 4 quadrants that consists of Keep Up the Good Work <br /> <br /> quadrant, Possible Overkill quadrant, Low Priority Quadrant, and Concentrate Here quadrant. <br /> <br /> <br /> The result shows that Soekarno Hatta Airport Terminal 3 management need to improve the <br /> <br /> items belongs to Concentrate Here quadrant to increase its performance based on the <br /> <br /> improvement strategies. The items are Technology-based facilities, staff helpfulness, check in <br /> <br /> processing time, and baggage delivery processing time. the items belong to quadrant Keep Up <br /> <br /> the Good Work and Low Priority need to have intensive maintaining. The items belong to the <br /> <br /> Possible Overkill quadrant needs to reduce its resources or allocated for another service <br /> <br /> facilities in Concentrate Here quadrant. <br /> <br /> <br /> Keywords: Performance Measurement, Improvement Strategy, Importance Performance <br /> <br /> Analysis, Service Facility, Airport <br />