MANAGING AERODROME FLIGHT INFORMATION SERVICE TO ENHANCE FLIGHT SAFETY AND SERVICE QUALITY Case Study: Utarom Airport � Kaimana Papua Indonesia

• Main Authors: , SRI RAHAYU SURTININGTYAS, , Ir. Wardhani Sartono, M.Sc.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2011
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/90161/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=52607
• Institution: Universitas Gadjah Mada

Flight information service, which is provided in an aerodrome where air traffic is not busy enough for full Air Traffic Control (ATC) service, is mentioned as Aerodrome Flight Information Service (AFIS). Indonesia has 194 AFIS aerodromes for serving people in remote areas. Due to limited the facilities in the aerodrome, unsatisfactory service that is given by Flight Information Service Officer (FISO) to the Pilots, also vague regulation and procedure, lead to poor reputation of Indonesian AFIS and service quality gap between pilots� expectation and perception. This research is aimed to compare the benchmarking AFIS management in Sweden with that of AFIS management in Indonesia to enhance flight safety, analyze the service quality gap between pilots� expectation and perception, and determine what action should be taken to improve AFIS reputation. Data of this research were collected from interviews, literature study and questionnaires to the pilots who are flying to Utarom Airport � Kaimana Papua Indonesia. Data from the questionnaires were analyzed with Fuzzy Weighted SERVQUAL to get the score of expectations, perceptions, and the weight of service items. The output of data analysis will show the service attributes which should be improved, and the proper steps for improving service performance. There are mainly two findings of this research. First, Indonesia should make a clear and complete AFIS procedure which can be accessed through one source. Second, reformation of the existing organization into the proper one which has the same cluster as duty and responsibility of AFIS needs to be immediately carried out. The largest service quality gap between pilots� expectation and perception in Utarom Airport is the accuracy of navigational aids (-2.474). More importantly, there are several necessary actions to be taken for improving AFIS reputation, namely building the lens of the Pilot, determining AFIS service performance and Pilot satisfaction drivers, and setting priorities for service performance improvement.