PERFORMANCE ANALYSIS OF CARGO TRANSHIPMENT SERVICE: A CASE STUDY AT I GUSTI NGURAH RAI - INTERNATIONAL AIRPORT - BALI

• Main Author: Hendra Suhantara, Putu
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/41914
• Institution: Institut Teknologi Bandung

The tourism potention and geographical location of I Gusti Ngurah Rai International Airport cause the airport to have the most international flight routes, namely 45 international routes. However, the utilization of cargo transportation is still relatively low at I Gusti Ngurah Rai International Airport, only 12.34% for arrivals and 17.81% for departures from aircraft belly capacity. Therefore, the concept of cargo transhipment at I Gusti Ngurah Rai International Airport was initiated with PT Angkasa Pura Logistik operator which is expected to provide added value to many parties at the airport. However, currently the production of transhipment at PT Angkasa Pura Logistik is still low with an average of 30 tons per day from a potential of 300 tons per day, so research is being conducted to uncover the problem of the low production of PT Angkasa Pura Logistik cargo's transhipment. The purpose of this study was to identify the quality attributes of PT Angkasa Pura Logistik cargo transhipment services. Based on user perceptions from the Importance Performance Analysis diagram's there are 4 important service attributes and still need to improve performance, namely; submit records / documents without errors, internal operating efficiency, courtesy and friendliness of staff handling cargo and reasonable service fees. PT Angkasa Pura Logistik's transhipment service quality index is 71.12% (cause of concern). PT Angkasa Pura Logistik transhipment service time on arrival phase: 15 minutes, acceptance phase 15 minutes, and departure phase 55 minutes per 2-5 tons of cargo. In the study also proposed suggestions for improvement of the 4 attributes as well as the proposed Level Of Service (LOS).