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All Journal Warta Ardhia : Jurnal Perhubungan Udara
Sitti Subekti
Pusat Penelitian dan Pengembangan Transportasi Udara
Transportation

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Pelayanan Kargo Udara di Terminal Kargo Domestik Bandar Udara Soekarno-Hatta Sitti Subekti
WARTA ARDHIA Vol 39, No 2 (2013)
Publisher : Research and Development Agency of The Ministry of Transportation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (427.81 KB) | DOI: 10.25104/wa.v39i2.112.99-112

Abstract

The compliance of users expectations on services air cargo is an important thing for organizations to face the competition of business services. Air cargo services in this study were measured with the dimensions of SERVQUAL model. Dimensions of quality that is used consist of the dimensions of reliability, responsiveness, assurance, empathy and tangible which covers 15 attributes of service. Service attribute is used to assess the quality of service warehouse operator PT Garuda Indonesia and PT Gapura Angkasa on domestic cargo terminal Soekarno-Hatta Airport. The research sample consisted of 46 service quality in the warehouse operator PT Garuda Indonesia Cargo and 33 in PT Gapura Angkasa. Service attributes were analyzed by Importance Performance Analysis. The most importances of services attributes consist of on-time delivery capabilities, delivering a record / document without errors, communication with customers and time coordination, the service immediately / quickly for customers, compensation for damages or missing items and the clarity and completeness of the operational procedures. Increased air cargo services and customer satisfaction index in the domestic cargo terminal can be done with corrective measures on the attributes of service that is located in quadrant one. Pemenuhan harapan pengguna kargo terhadap pelayanan kargo udara merupakan hal penting bagi organisasi jasa untuk menghadapi persaingan bisnis. Pelayanan kargo udara dalam penelitian ini diukur dengan dimensi model Servqual. Dimensi kualitas yang digunakan terdiri dari dimensi reliabilitas, daya tanggap, jaminan, empati dan bukti fisik yang meliputi 15 atribut jasa.Atribut jasa tersebut digunakan untuk menilai kualitas pelayanan warehouse operator PT Garuda Indonesia Cargo dan PT Gapura Angkasa pada terminal kargo Domestik Bandar Udara Soekarno-Hatta.Sampel penelitian kualitas pelayanan terdiri dari 46 pada warehouse operator PT Garuda Indonesia Cargo dan 33 pada PT Gapura Angkasa.Atribut jasa dianalisis dengan Importance Performance Analysis.Atribut jasa penting terdiri dari kemampuan pengiriman tepat waktu, menyampaikan catatan/dokumen tanpa kesalahan, komunikasi dengan pelanggan dan mengkoordnasi waktu, layanan yang segera/cepat bagi pelanggan, kompensasi untuk kerusakan atau barang hilang dan kejelasan dan kelengkapan prosedur operasional.Peningkatan pelayanan kargo udara dan indeks kepuasan pengguna di terminal kargo domestik dapat dilakukan dengan langkah perbaikan pada atribut jasa yang terletak pada kuadran satu.
Analisis Kualitas Pelayanan Terminal Kargo di Bandar Udara Juwata Tarakan Sitti Subekti; Muhammad Herry Purnama
WARTA ARDHIA Vol 41, No 1 (2015)
Publisher : Research and Development Agency of The Ministry of Transportation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (682.381 KB) | DOI: 10.25104/wa.v41i1.142.29-38

Abstract

Bisnis angkutan kargo udara merupakan usaha yang menjanjikan sesuai dengan berkembangnya industri penerbangan di Indonesia. Hal ini ditunjukkan dengan prospek angkutan udara yang cukup baik dari sisi pertumbuhan penumpang dan kargo sehingga dibutuhkan kualitas pelayanan yang memadai. Penelitian ini dilakukan untuk menilai kualitas pelayanan terminal kargo di Bandar Udara Juwata Tarakan berdasarkan persepsi pengguna jasa. Penelitian ini menggunakan Model Servqual dengan 5 dimensi yang terdiri dari 17 atribut jasa. Terdapat 37 sampel pengguna jasa (shipper) yang terpilih secara acak. Importance Performance Analysis, analisis gap dan Customer Satisfaction Index digunakan untuk menganalisis data. Hasil analisis menunjukkan terdapat 4 atribut jasa yang memerlukan prioritas utama perbaikan pelayanan. Analisis gap terhadap 5 dimensi pelayanan menunjukkan nilai negatif. Hal ini berarti kinerja terminal kargo tersebut masih berada di bawah tingkat kepentingan penggunanya. Dimensi bukti fisik (tangible) dan empati merupakan dimensi pelayanan dengan nilai gap paling tinggi sebesar -0.93. Indek kepuasan konsumen pelayanan terminal kargo sebesar 71.94% yang berarti memerlukan perhatian (cause for concern) dari penyedia jasa/pengelola terminal kargo.[Quality Analysis Of Cargo Terminal Service At Tarakan Juwata Airport] Air freight transport is a promising business along with the development of the aviation industry in Indonesia. This promising word is indicated with the prospect of air transportation in which both passengers and cargo have positive growth trend so that adequate quality of service is needed. This study was conducted to assess the quality of service of the cargo terminal at Tarakan Juwata Airport based on the perception of service users. This study uses the Servqual model with 5 dimensions consisting of 17 service attributes. There are 37 samples of service users (shippers) who were randomly selected. Importance Performance Analysis, gap analysis and Customer Satisfaction Index were used to analyze the data. The results indicate 4 service attributes requiring high priority in service improvement. Gap analysis of 5 dimensions of service shows a negative value. It means that the performance of the cargo terminal is still below its level of importance. Dimensions of tangible and empathy are the dimensions of service with the highest gap value of -0.93. Customer Satisfaction Index of cargo terminal services is 71.94 % which means that cause for concern from the service provider/the operator of cargo terminal.
Analisis Pelayanan Maskapai Penerbangan PT “X” Rute Jakarta-Batam Berdasarkan Persepsi Penumpang Sitti Subekti
WARTA ARDHIA Vol 39, No 3 (2013)
Publisher : Research and Development Agency of The Ministry of Transportation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (364.64 KB) | DOI: 10.25104/wa.v39i3.119.207-218

Abstract

The complexity of competition in the air transport industry causing any company or airlines have to improve the quality of service to the customer. This study uses the variable consists of 23 attributes of services that includes 5 SERVQUAL dimensions namely reliability, responsiveness , empathy , assurance and tangibles . Importance Performance Analysis Methods and Customer Satisfaction Index is used to analyze the primary data . The results showed that there are three (3 ) service attributes that are in quadrant priorities for improved / enhanced service which are ( A4 ) on-time performance of airline service, (Re5) ease of reservation and ( Rs3 ) ease of buying a ticket and check -in service at the airport . Customer Satisfaction Index of PT " X " airline Jakarta - Batam route amounted to 85.61 % which is very good. Kompleksitas persaingan dalam industri angkutan udara atau penerbangan menyebabkan setiap perusahaan harus selalu meningkatkan kualitas pelayanan agar kepuasan pelanggan dapat terwujud. Penelitian ini menggunakan variabel yang dalam terdiri dari 23 Atribut jasa yang meliputi 5 dimensi model Servqual yaitu reliabilitas, daya tanggap, empati, jaminan dan bukti fisik.Metode Importance Performance Analysis dan Customer Satisfaction Index digunakan untuk menganalisis data primer tersebut. Hasil penelitian menunjukkan bahwa terdapat 3 (tiga) atribut jasa yang berada pada kuadran prioritas untuk diperbaiki/ ditingkatkan pelayanannya yaitu (A4) kinerja tepat waktu pelayanan penerbangan, (Re5) kemudahan reservasi dan (Rs3) membeli tiket dan pelayanan check in di Bandar Udara. Nilai Customer Satisfaction Index pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam adalah sebesar 85.61%. Pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam tersebut mempunyai nilai indek kepuasan penumpang yang sangat baik (very good).
Co-Authors Muhammad Herry Purnama