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Pengaruh Kepuasan Penumpang terhadap Kualitas Pelayanan Maskapai Garuda Indonesia di Bandar Udara Internasional Juanda Silviyanisyah Silviyanisyah; Febriansyah Ignas Pradana
Reslaj : Religion Education Social Laa Roiba Journal Vol 4 No 6 (2022): Reslaj: Religion Education Social Laa Roiba Journal
Publisher : LPPM Institut Nasional Laa Roiba Bogor

During the COVID-19 pandemic period the airport must always be sterile to prevent the spread of the virus. Every passenger must expect a clean airport and comply with existing protocols in the area, region and country to be addressed. A clean airport provides a sense of comfort for passengers. Garuda airlines must still provide good service so that passengers can feel the service provided to the maximum and produce satisfaction for the passengers themselves. This research aims to analyze passenger satisfaction with the quality of Garuda Indonesia airline service at Juanda International Airport and to find out the attributes of service quality that Garuda Indonesia can develop at Juanda International Airport. Surabaya. The study used quantitative methods, with Garuda Indonesia passengers at Juanda International Airport as the subject of the study. The number of research as many as 100 respondents was determined by the formula slovin. From the research that has been done, the following results are obtained: 1) With the calculation of servqual where there are 22 indicators of service quality, where there are only 4 indicators with negative gap values, which means the quality on the service indicator is not in accordance with what the customer expects, while for 18 indicators with positive gap values have been in accordance with what customers expect or expect. 2) Based on the results of the Importance Performance Analysis (IPA) method, the attributes whose service quality can be developed by Garuda Indonesia are attributes that are in quadrant A, because the attributes on quadrant A are considered very important by customers but the quality of service provided is not appropriate. Keywords: Quality of Service, Passenger Satisfaction, Garuda Indonesia, Juanda International Airport

Pengaruh Kepuasan Penumpang terhadap Kualitas Pelayanan Maskapai Garuda Indonesia di Bandar Udara Abdulrachman Saleh Malang Yuninda Zahra Ariyanti; Febriansyah Ignas Pradana
Reslaj : Religion Education Social Laa Roiba Journal Vol 4 No 6 (2022): Reslaj: Religion Education Social Laa Roiba Journal
Publisher : LPPM Institut Nasional Laa Roiba Bogor

Garuda Indonesia airline in dealing with the Covid-19 pandemic implemented Physical Distancing as a prevention of the transmission of the Covid-19 this was a form of quality service provided to passengers. This study aims to determine passenger satisfaction with the service quality of Garuda Indonesia Airlines and determine the service quality attributes that can be developed by Garuda Indonesia Airlines. This study uses quantitative methods, in this case, to determine passenger satisfaction, Servqual and IPA (Importance Performance Analysis) data processing is used to compare passenger expectations and perceptions. The results of the research on the service quality of the Garuda Indonesia airline show that the service quality is in accordance with the expectations of the passengers, so it can be concluded that the service quality of the Garuda Indonesia airline is good. Keywords : Malang Abdulrachman Saleh Airport, Garuda Indonesia Airlines, Service Quality, Passanger Satisfaction

ANALISIS PENGGUNAAN STRATEGI KESANTUNAN PETUGAS CHECK IN COUNTER DI BANDAR UDARA YOGYAKARTA INTERNATIONAL AIRPORT Febriansyah Ignas Pradana
Jurnal Manajemen Dirgantara Vol 15 No 1 (2022): Jurnal Manajemen Dirgantara, Juli 2022
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Strategi Kesantunan yang mana adalah salah satu teori di ranah pragmatic memberikan kita pemahaman mengenai bagimana strategi-strategi untuk bertutur secara baik dan efektif dengan lawan tutur. Teori yang ditemukan oleh Brown and Levinson (1987) ini terdiri dari 4 strategi utama. Pada penelitian ini pembahasan difokuskan pada (1) strategi kesantunan yang diterapkan oleh petugas check in counter di bandar udara Yogyakarta International Airport, dan (2) bagaimana upaya peningkatan performa pelayanan petugas check in counter di bandar udara Yogyakarta International Airport berdasarkan strategi kesantunan. Data utama dalam penelitian ini yaitu tuturan yang menerapkan strategi kesantunan yang diterapkan oleh petugas Check-in counter di YIA. Data selanjutnya diolah secara deskriptif kualitatif dan berhasil menemukan 4 strategi utama kesantunan yang digunakan oleh petugas check-in counter YIA dan 2 upaya efektif untuk meningkatkan kesantunan oleh petugas check-in di Bandar udara YIA.

Pengaruh Pelayanan Petugas Aviation Security Terhadap Kepuasan Pengguna Jasa Di Bandar Udara Komodo Labuan Bajo Nusa Tenggara Timur Intan Parameswari; Febriansyah Ignas Pradana
Jurnal Kewarganegaraan Vol 6 No 1 (2022): 1 Januari - 30 Juni 2022 (In Press)
Publisher : UNIVERSITAS PGRI YOGYAKARTA

AbstrakPenelitian ini merupakan penelitian kuantitatif. Dimana informasi yang digunakan dalam penelitian ini berasal dari informasi data primer yang di peroleh dari penyebaran kuisioner. Penyebaran kuisioner di sebarkan kepada 100 responden secara online dan offline di Bandara Komodo Labuan Bajo. Teknik metode penelitian pada penelitian ini yaitu Teknik purposive sampling. Dan pengolahan data dalam penelitian ini melalui program SPSS 25. Metode analisis data menggunakan uji validitas, uji reabilitas, regresi linier sederhana, uji T (Parsial), dan koefisien determinasi (R2). Hasil analisis pada uji penelitian ini menunjukan bahwa pelayanan petugas Aviation Security berpengaruh terhadap kepuasan pengguna jasa di Bandar Udara Komodo Labuan Bajo. Hal ini dibuktikan dengan hasil pengujian hipotesis nilai t hitung yaitu 13.584 > t tabel 1,984467 dengan nilai signifikan 0,00 < 0,05. Hasil perhitungan uji t hitung menunjukan bahwa H1 di terima. Pada uji koefisien determinasi ditabel 4.3 hasil Uji R2 menunjukan 0,653 yang berarti dari hasil tersebut menunjukan bahwa ada pengaruh antara variabel independent terhadap variabel dependen yaitu sebesar 65,3%.Kata kunci: Pelayanan, Aviation Security, kepuasan pengguna jasa.Â AbstractThis research is a quantitative research. Where the information used in this study comes from primary data information obtained from the distribution of questionnaires. Questionnaires were distributed to 100 respondents online and offline at Komodo Labuan Bajo Airport. The research method used in this research is purposive sampling technique. And the data processing in this research is through SPSS 25 program. The data analysis method uses validity test, reliability test, simple linear regression, T test (Partial), and coefficient of determination (R2). The results of the analysis in this research test indicate that the service of Aviation Security officers has an effect on service user satisfaction at Komodo Labuan Bajo Airport. This is evidenced by the results of hypothesis testing the value of t count is 13,584 > t table 1.984467 with a significant value of 0.00 < 0.05. The results of the t-test calculation show that H1 is accepted. In the coefficient of determination test in table 4.3 the results of the R2 test show 0.653, which means that from these results, it shows that there is an influence between the independent variables on the dependent variable, which is 65.3%.Keywords: Service, Aviation Security, service user satisfaction.

Analisis Strategi Bandar Udara Notohadinegoro Dalam Meningkatkan Minat Pengguna Jasa Di Era Pandemi Covid-19 Leo Martin Al'amin B.; Febriansyah Ignas Pradana
Jurnal Kewarganegaraan Vol 6 No 1 (2022): 1 Januari - 30 Juni 2022 (In Press)
Publisher : UNIVERSITAS PGRI YOGYAKARTA

AbstrakDunia penerbangan di Indonesia mengalami dampak pandemi covid-19, pandemi ini menyebabkan maskapai penerbangan dan banyak pengelola bandara di Indonesia merugi. Hal tersebut membuat bandara Notohadinegoro menutup sementara aktivitas penerbangan hingga tidak melayani angkutan penumpang, sesuai dengan arahan pemerintah pusat. Tujuan dalam penelitian ini adalah untuk mengetahui bagaimana strategi serta hal-hal apa saja yang menghambat Bandara Notohadinegoro dalam upaya meningkatkan minat pengguna jasa di era pandemi Covid-19. Penelitian ini menggunakan metode penelitian deskriptif kualitatif dengan teknik pengumpulan data berupa observasi, wawancara dan dokumentasi. Strategi promosi Bandara Notohadinegoro adalah menggelar Joyflight yang bertujuan untuk menarik pengguna jasa kembali menikmati layanan penerbangan. Joy Flight bertujuan untuk meningkatkan pariwisata dengan melakukan perjalanan melalui kota Jember di udara, sehingga Bandar Udara Notohadinegoro tetap menunjukkan bahwa bandara tersebut tetap eksis meski tidak berfungsi secara normal. Beberapa hal yang menghambat proses perencanaan strategis bandar udara menarik minat pengguna jasa adalah terbatasnya sumber daya yang dibutuhkan pengelola bandar udara dan persaingan jasa transportasi yang lebih ekonomis. Bagi pihak bandara Notohadinegoro Jember sebaiknya terus berdiskusi dengan stakeholder, tidak hanya mengandalkan penumpang, tetapi dapat bekerjasama dengan pihak-pihak yang bersangkutan. Hal itu dapat dilakukan sebagai usaha untuk menarik maskapai agar kembali bekerja sama dengan bandar udara Notohadinegoro.Kata Kunci: Pandemi covid-19, Aktivitas penerbangan, Atrategi, Minat pengguna jasaÂ AbstractThe world of aviation in Indonesia is experiencing the impact of the covid-19 pandemic, this pandemic has caused airlines and many airport managers in Indonesia to lose money. This has caused Notohadinegoro airport to temporarily close flight activities so that it does not serve passenger transportation, in accordance with the direction of the central government. The purpose of this study is to find out what strategies and things are hindering Notohadinegoro Airport in an effort to increase the interest of service users in the era of the Covid-19 pandemic. This study uses a qualitative descriptive research method with data collection techniques in the form of observation, interviews and documentation. Notohadinegoro Airport's promotional strategy is to hold Joyflight which aims to attract service users to enjoy flight services again. Joy Flight aims to increase tourism by traveling through the city of Jember in the air, so that Notohadinegoro Airport still shows that the airport still exists even though it is not functioning normally. Several things that hinder the airport's strategic planning process to attract service users are the limited resources needed by airport managers and competition for more economical transportation services. For Notohadinegoro Airport, Jember, it must continue to discuss with stakeholders, not only relying on passengers, but can work together with related parties. This can be done as an effort to attract airlines to cooperate with Notohadinegoro airport.Keyword: Covid-19 pandemic, Aviation activities, Strategies, Interests of service users

Pengaruh Tingkat Pendidikan Serta Kompensasi Terhadap Kinerja Petugas Bandar Udara Sultan Muhammad Kaharuddin Sumbawa Annisa Alysia; Febriansyah Ignas Pradana
Jurnal Kewarganegaraan Vol 6 No 1 (2022): 1 Januari - 30 Juni 2022 (In Press)
Publisher : UNIVERSITAS PGRI YOGYAKARTA

AbstrakPendidikan ialah sebuah kegiatan yang dilakukan manusia secara terdaftar serta terprogram guna yang baik serta mengembangkan kemampuan atau bakat yang terdapat terhadap diri individu manusia agar mencapai tujuan atau target tertentu dalam menjalani hidup. Kompensasi ialah sesuatu yang diterima karyawan atas jasa yang mereka sumbangankan terhadap pekerjaannya yang dimilki serta hasilnyanya setimpal dengan pekerjaanya. Kinerja kuantitas seorang pegawai dalam melaksanakan tugasnya sesuai dengan tanggung jawab yang diberikan kepadanya Dalam penelitian ini memiliki tujuan penelitian diantaranya adalah: MengetahuiÂ apakah terdapat pengaruh antara latar belakang pendidikan terhadap kinerja petugas di Bandara Sultan Muhammad Kaharudin. Mengetahui apakah terdapat terdapat pengaruh kompensasi terhadap kinerja petugas di Bandara Sultan MuhammadKaharudin. Â dan Mengetahui apakah terdapat terdapat pengaruh antara latar belakang pendidikan serta kompensasi terhadap kinerja petugas di Bandara Sultan Muhammad Kaharudin secara bersamasama. Penelitian dengan judul â€œPengaruh Tingkat Pendidikan Serta Kompensasi Terhadap Kinerja Petugas Bandar Udara Sultan Muhammad Kaharuddin Sumbawaâ€, dilakukan dengan melakukan penyebaran kuisioner kepada petugas bandar udara sultan muhammadkaharudin. Penelitian menggunakan metode penelitian kuantitatif, menggunakan Uji Regeresi linear Berganda, Uji Asumsi Klasik, Uji T, Uji Koefisien Determinasi. Hasil penelitian menunjukan bahwa pendidikan tidak berpengaruh terhadap kinerja Pegawai Bandar Udara Sultan Muhammad Kaharuddin .Hal ini dapat dibuktikan bahwa dengan hasil thitung 1,422 < ttabel2,045 maka Ho1 diterima serta Ha1 ditolak serta tingkat signifikansi sebesar 0,166 > 0,05, Kopensansi menunjukkan bahwa nilai signifikan untuk pengaruh kopensansi (X2) terhadap kinerja petugas (Y) ialah sebesar 0,889 > 0,05 serta nilai thitung 0,141< nilai ttabel Â 2,045 maka Ho2 diterima serta Ha2 ditolak. Artinya tidak terdapat pengaruh antara kopensansi terhadap kinerja petugas secara signifikan. Latar Belakang pendidikan serta (X1) serta Kompensasi (X2) secara bersama sama tidak berpengaruh signifikan terhadap kinerja pegawai di Bandar Udara Sultan Muhammad Kaharuddin (Y).Hal ini dapat di buktikan bahwa nilai signifikan 0,369 > 0,05 serta nilai fhitung 1,032 < nilai ftabel Â 3,32Â maka Ho3 diterima serta Ha3 ditolak. Artinya tidak terdapat pengaruh antara latar belakang pendidikan serta kopensansi terhadap kinerja petugas secara signifikan.Kata Kunci: Kinerja, Pendidikan, Kompensasi, Bandar Udara Sultan Muhammad Kaharuddin.Â AbstractEducation is an activity carried out by humans in a registered and programmed manner for good and to develop the abilities or talents that exist in individual human beings in order to achieve certain goals or targets in life. Compensation is something that employees receive for the services they contribute to the work they have and the results are commensurate with their work. The quantity performance of an employee in carrying out his duties in accordance with the responsibilities given to him. In this study, the research objectives include: To find out whether there is an influence between educational background on the performance of officers at Sultan Muhammad Kaharudin Airport. Knowing whether there is an effect of compensation on the performance of officers at Sultan Muhammad Kaharudin Airport. and Knowing whether there is an influence between educational background and compensation on the performance of officers at Sultan Muhammad Kaharudin Airport together. The research entitled "The Effect of Education Level and Compensation on the Performance of Sultan Muhammad Kaharuddin Airport Officers, Sumbawa", was conducted by distributing questionnaires to Sultan Muhammad Kaharuddin airport officers. The research uses quantitative research methods, using Multiple Linear Regression Test, Classical Assumption Test, T Test, Coefficient of Determination Test. The results show that education has no effect on the performance of Sultan Muhammad Kaharuddin Airport Employees. This can be proven that with the results of tcount 1.422 < ttable 2.045 then Ho1 is accepted and Ha1 is rejected and the significance level is 0.166> 0.05, the compensation shows that the value is significant. for the effect of compensation (X2) on the performance of officers (Y) is equal to 0.889> 0.05 and the tcount 0.141 < ttable value 2.045 then Ho2 is accepted and Ha2 is rejected. This means that there is no significant effect of compensation on the performance of officers. Educational background and (X1) and compensation (X2) together have no significant effect on employee performance at Sultan Muhammad Kaharuddin Airport (Y). This can be proven that the significant value is 0.369 > 0.05 and the fcount is 1.032 < value ftable 3.32 then Ho3 is accepted and Ha3 is rejected. This means that there is no significant effect between educational background and compensation on the performance of officers.Keywords: Performance, Compensation, Education, Sultan Muhammad Kaharuddin Airport.

Analisis Kinerja Unit Ramp Handling dalam Mencapai Keselamatan dan on Time Performance Batik Air di Bandar Udara Tjilik Riwut Palangka Raya Provinsi Kalimantan Tengah Teldi Prasetyo; Febriansyah Ignas Pradana
Formosa Journal of Multidisciplinary Research Vol. 1 No. 3 (2022): July 2022
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjmr.v1i3.659

Penelitian ini bertujuan untuk mengetahui faktor utama keselamatan serta kendala yang dihadapi baik dari faktor internal maupun eksternal pada kegiatan Ramp Handling Maskapai Batik Air di Bandar Udara Tjilik Riwut Palangka Raya Provinsi Kalimantan Tengah. Penelitian ini menggunakan metode kualitatif dengan teknik wawancara, observasi dan dokumentasi terhadapat unit Ramp Handling maskapai Batik Air di Bandar Udara Tjilik Riwut Palangka Raya Provinsi Kalimantan Tengah. Peneliti melakukan wawancara kepada pihak Station Manager & Briefing Office Service, dan petugas Ramp Handling. Hasil dari penelitian peneliti menunjukan bahwa kegiatan unit Ramp Handling berdampak pada keselamatan penerbangan. Penelitian ini juga menunjukan kinerja dan keselamatan unit Ramp Handling sudah cukup baik. On Time Performance dari kinerja unit Ramp Handling sudah cukup baik.

Analisis Kinerja Unit Lost And Found Dalam Penanganan Bagasi Hilang Dan Rusak Maskapai Wings Air Di PT. Merpati Angkasa Abadi Bandar Udara Sultan Muhammad Kaharuddin III Sumbawa Faril Aditya Pratama; Febriansyah Ignas Pradana
Jurnal Bintang Manajemen Vol 1 No 3 (2023): September : Jurnal Bintang Manajemen
Publisher : Sekolah Tinggi Ilmu Ekonomi Trianandra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jubima.v1i4.1869

This study was made to determine the performance of Lost and Found unit in handling lost and damaged baggage, which aims to analyze the performance of Lost and Found unit in handling lost and damaged baggage at PT Merpati Angkasa Abadi Sultan Muhammad Kaharuddin III Sumbawa Airport. The research method uses a qualitative method, namely with the stages of observation, interviews, and documentation. It is known that the Lost and Found unit of Wings Airline at PT Merpati Angkasa Abadi Sultan Muhammad Kaharuddin III Sumbawa Airport is not in accordance with the SOP (Standard Operational Procedure), and there are several things that must be further improved by the Lost and Found unit in the future in carrying out its duties and taking full responsibility for passenger inconvenience about problems regarding luggage. It is expected to improve the form and quality of better performance for lost and found unit officers in handling Wings Air airline passenger baggage in order to minimize and avoid baggage irregularities and things that harm for passengers.

Analisis Perubahan Sistem Kerja Unit Airport Operational Control Center (AOCC) Pasca Pandemi Covid di Bandar Udara Internasional Pattimura Ambon Sehat Wati Tomagola; Febriansyah Ignas Pradana
Jurnal Mahasiswa Kreatif Vol. 1 No. 5 (2023): September : Jurnal Mahasiswa Kreatif
Publisher : Universitas Katolik Widya Karya Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jmk-widyakarya.v1i5.1128

The covid-19 pandemic in Indonesia is part of the 2019 coronavirus disease (covid 19) pandemic that is currently taking place throughout the world. During the Covid 19 pandemic there was a system change at Pattimura Ambon Airport, especially in the AOCC unit, namely a change in online system services. The purposes of this study are 1) To determine the impact that the covid pandemic has had on performance at the Airport Operational Control Center (AOCC) unit. 2) To see the positive and negative values due to the impact of the covid pandemic on the Airport Operational Control Center (AOCC) at Pattimura Ambon International Airport. This study uses a qualitative method. The instruments used were the researchers themselves supported by the results of interviews, observations and documentation with supporting documents from the AOCC and the air transport unit at Pattimura Ambon International Airport. To answer the formulation of the research problem, the researcher conducted 3 stages of analysis consisting of data reduction, data presentation, and drawing conclusions. The results of this study show that the Covid pandemic has had a huge impact on airport services because this pandemic has required the government to issue regulations that greatly impact AOCC service activities because it results in changes to the work system so that it also has an impact on the performance of AOCC service officers. This is also related to the solution set by the Airport Operational Control Center Unit, namely changing their work system in providing services to passengers. Previously, Customer Service Staff provided services to passengers directly, so during the pandemic this was changed through a monitor screen. Not only that, the Airport Operational Control Center Unit also changed the working hour limit which was originally until 08.00 Wit. during the pandemic, the limit of working hours for AOCC was only until 04.00 Wit. coupled with the change of staff every day alternately.

Monitoring Analysis of the Apron Movement Control Unit for Ground Support Equipment Personnel at the Apron of Husein Sastranegara International Airport, Bandung Muhamad Ardi Nugraha; Febriansyah Ignas Pradana
JETISH: Journal of Education Technology Information Social Sciences and Health Vol 2, No 2 (2023): September 2023
Publisher : CV. Rayyan Dwi Bharata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57235/jetish.v2i2.943

Apron Movement Control (AMC) is an airport personnel who has a license and rating to carry out the duties of being in charge of flight operations, monitoring vehicle traffic, aircraft movement, cleanliness in the airside area, passenger supervision and recording of flight data on the apron. The AMC Unit carries out supervision with the aim of creating work order and safety as well as creating a sense of discipline for airport service users, including discipline for ground handling personnel and GSE officers. The purpose of this research is to find out how the AMC unit supervises Ground Support Equipment (GSE) personnel and to find out what efforts are made by AMC officers in disciplining GSE personnel when they commit violations. This research is a descriptive qualitative research using primary and secondary data. Primary data includes results of observations during research and results of interviews with AMC officers, while secondary data includes Apron Movement Control (AMC) Standard Operation Procedure (SOP) documents. The results of this research can be concluded that the supervision and role of the AMC unit in disciplining GSE officers has been carried out properly and with strict actions in accordance with applicable procedures. This can be proven that almost all work procedures and indicators of work guidelines for the AMC unit have been implemented properly. The AMC unit also gives direct warnings and directions to ground handling officers and GSE officers when they commit a violation. AMC personnel apply sanctions in the form of freezing their driver's license (TIM) or cutting airport passes in the event of a major violation.

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