THE PROPOSED AIRPORT FAST TRACK SERVICES AT SOEKARNO-HATTA INTERNATIONAL AIRPORT

• Main Author: Rismawan, Yudhy
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/42792
• Institution: Institut Teknologi Bandung

Airport revenues come from its main customers which are airlines and passengers, by cooperating and collaborating with partners, airport strive to give the best operational services to the customers while at the same time optimizing the aeronautical and non-aeronautical revenue generation from each flight activities. Since the aeronautical revenue especially very affected by government policy, airport operator is targeting more in optimizing the potential non-aeronautical revenue generation. This research aims to assist PT.Angkasa Pura II in achieving the strategic target documented in the Company Long-term Plan 2016-2020, which is should be able to generate non-aeronautical revenue proportion of minimum 50% by optimizing passenger experience through the proposed of airport fast track services. This research is using primary data obtained from survey and observation, while secondary data is derived from literature released by trusted association such as IATA, ACI and Skytrax. Company internal report is also used in order to provide reliable data source. Business challenge analysis is made by using several analytic tools such as service blueprint, ServQual, PEST, Porter 5 Forces, S-W analysis, and Business Model Canvas to explore the gaps between expectation and satisfaction of passenger and find the best solution to be implemented. Several proposed solution of this research is gained through analysis using TOWS and the best solution will be shown through indicators improvement in the passenger journey by using service blueprint and in the business overview by using business canvas. This research also provide feasible implementation plan which includes operational, commercial projection and timeline proposal. Finally, the conclusion is made based on the result of the solution analysis that has been done, and recommendation is made for further research perfection