SERVICE PERFORMANCE IMPROVEMENT OF AIRPORT PUBLIC TRANSPORTATION (CASE STUDY OF AIRPORT BUS IN TERMINAL 3 SOEKARNO-HATTA INTERNATIONAL AIRPORT)

• Main Author: Harianto, Yoko
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/42702
• Institution: Institut Teknologi Bandung

Soekarno-Hatta International Airport (SHIA), is Indonesia's main gate and the 18th busiest airport in the world as released by the Airport Council International (ACI) in 2018 (66.9 million passengers). Currently, the issues that occur in SHIA are the lack of service performance, included airport public transportation services performance. At present, SHIA has collaborated with several transportation providers by providing various modes of bus, train and taxi transportation. The case study in this final project is about airport bus transportation in terminal 3 of SHIA. In the author's initial observation, the implementation of airport bus services was indeed not optimal, where business process failures occurred at several service points. This study aims to identify problems of airport bus transportation services by conducting qualitative analysis on service blueprints, application-based services, interviews with several key persons, and quantitative analysis by measuring gaps in 5 dimensions of service quality (reliability, assurance, tangibles, empathy, and responsiveness), and find the root cause of the problem using by Ishikawa diagrams and 5-Why analysis. Then the author conducts an analysis to find alternative solutions using by the service science system approach (service-dominant logic). The airport bus transportation service improvement program which is the result of suggestions through customer and provider interactions is proposed to improve the performance of airport bus transportation services. The confirmation process was carried out to the key person to prioritize the improvement program that easy and could be implemented in the short term. By implementing these improvement programs, the author expects that the problem of underperformance of bus transportation services at Soekarno-Hatta International Airport can be solved.