SERVICE QUALITY ASSESSMENT OF SOEKARNO-HATTA INTERNATIONAL AIRPORT TRAIN BASED ON PASSENGERS PERSPECTIVE

• Main Author: Rachmad Ardi, Fikri
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/40436
• Institution: Institut Teknologi Bandung

The increasing number of air travel using airplane having impacts on the increasing of ground access transport from and to the airport. The Soekarno-Hatta International Airport train launched in 2018 is one of the modes of transportation that users can choos to travel to and from Soekarno-Hatta Airport. With the dynamics of operations that have lasted throughout the year, it is necessary to know the assessment of the airport train services that will meet expectations of its users. Using the SERVQUAL method, this study assessed the gap between user expectations and perceptions on the 27 attributes of the quality of airport train services. Some components of service quality that have performance score lower than users expected are then analyzed through Importance-Performance Analysis to find out which attribute needs to be developed in the future. Based on the assessment results on 27 research attributes, it concluded that attributes of travel schedule, train waiting time, travel timeliness, price suitability with service, officers' responsiveness in solving problems, officers' alertness, carers' care for passengers, and service information became service attributes that had performance that is not in accordance with the expectations of passengers, as well as being an attribute whose services need to be developed. These research attributes will be a note for PT Railink as the train operator to improve the performance of the Soekarno-Hatta International Airport Train service in the future.