ANALYSIS OF PASSENGER SATISFACTION ON THE LEVEL OF SERVICE TERMINAL BUILDING FACILITIES (CASE STUDY: HANG NADIM INTERNATIONAL AIRPORT BATAM)

• Main Author: Juliantony Nababan, Sihar
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/71248
• Institution: Institut Teknologi Bandung

This study aims to determine the influence of service level standard regulatory instruments (Level of Service) and service quality on the perceptions of service users at Batam's Hang Nadim International Airport. To further investigate the effect of customer characteristics, gender, age and travel destination on service standards by using the SERVQUAL dimension model. The research method is cross sectional with the scope of services on the land side of the passenger terminal building which includes check-in counters, security check-in, departure lounges and baggage claim areas as well as places for passengers to get-on and drop-off area vehicles into the terminal building with a total sample of 655 respondents. came from 358 departure passenger respondents and 297 arrival passenger respondents at the Batam Hang Nadim International Airport terminal from September to October 2022. Data was collected using the questionnaire method and data analysis used was multiple regression analysis. The analysis was carried out on 5 level of service variables and 5 service quality variables. The results showed that the regulatory instruments implemented fulfilling the dimensions of service quality (SERVQUAL) were appropriate and had a significant influence on consumer expectations of service users at Batam's Hang Nadim International Airport with a value of 74.51% in the Departure Terminal and a value of 74.73% in the Arrival Terminal. . There is a negative direction complex phenomenon at the Passenger Terminal, which must be filled in by the manager as an effort to improve performance for passenger customers at each terminal. It can be concluded that the significant factor of passenger satisfaction at the departure terminal is influenced by the level of service on the availability of supporting facilities and equipment in the terminal building and the service quality factor of officers in terms of knowledge, courtesy and humility as well as the ability to convince passengers with special attention. A significant factor of passenger satisfaction at the arrival terminal is influenced by the quality of service in the terminal building with physical facilities and equipment that support service and the ability of officers to provide correct and reliable services with unique and caring attention.