ANALYSIS OF SERVICE QUALITY AT TERMINAL 3 SOEKARNO-HATTA INTERNATIONAL AIRPORT BASED ON PASSENGER DEMAND

• Main Author: Anggelina, Marsheila
• Format: Theses
• Language: Indonesia
• Subjects: Transportasi ; transportasi darat
• Online Access: https://digilib.itb.ac.id/gdl/view/77691
• Institution: Institut Teknologi Bandung

The airport will run smoothly if the available supporting infrastructure is qualified to meet the quality of service that consumers expect. Soekarno Hatta International Airport as the largest airport in Indonesia, achieved the 34th rank of the Top 100 World's Best Airports. Based on the SKYTRAX World Airport Awards 2022, there is a downgrade in service ratings which indicates that the quality of existing services is not yet optimal, resulting in consumer dissatisfaction. Servqual is a questionnaire used to measure service quality, knowing the gap between customer perceptions and customer expectations of a service company. This method is used to measure the quality of service from the attributes of each dimension, in order to obtain the service gap value that has been received with the expectation that it will be received. The servqual scale includes five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Servqual Gap 1 analysis, has a negative value which indicates that the level of service quality expected by passengers is not in accordance with what management conveys. Gap 5 analysis concludes that the service quality contained in Soekarno-Hatta International Terminal 3 is considered unsatisfactory or there are problems. The gap between passenger expectations and management shows the result that the service quality contained in Soekarno-Hatta International Terminal 3 is not in accordance with what management conveys. The gap between reality and passenger expectations results in a high weight of passenger expectations, so that it is not in accordance with the weight of the reality that occurs in the field or there is no match between expectations and reality.