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Irwan Yantu
Universitas Negeri Gorontalo
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Journal : Jurnal Teknik

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Evaluasi Kualitas Pelayanan Menggunakan SERVQUAL dan FUZZY AHP Untuk Meningkatkan Kepuasan Penumpang di Bandara Djalaludin Gorontalo Lahay, Idham Halid; Wolok, Eduart; Yantu, Irwan
Jurnal Teknik Vol 22 No 2 (2024): Jurnal Teknik
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37031/jt.v22i2.541

Abstract

Indonesia, as an archipelagic nation, requires an efficient transportation system to support economic mobility and tourism. Djalaludin Airport in Gorontalo plays a pivotal role in facilitating economic and tourism activities within Gorontalo Province. Airport management, involving operators and service users, aims to deliver high-quality services. However, some service aspects still fall short, particularly in physical facility comfort and process efficiency. This study seeks to identify service attributes that need improvement to enhance overall service quality. A quantitative approach was employed, utilizing SERVQUAL analysis based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected through questionnaires and analyzed using a gap method to measure discrepancies between passenger expectations and perceptions. Attribute prioritization was conducted using Fuzzy AHP to identify key areas for improvement, followed by a fishbone analysis to uncover root causes of the identified issues. The results indicate a service conformity level of 87.61%, but notable negative gaps remain in key attributes, such as air circulation comfort in waiting areas and baggage claim efficiency. Recommendations include increasing air conditioning capacity and optimizing conveyor systems to expedite baggage handling. Improving these core attributes suggests that enhancing service quality at Djalaludin Airport will boost passenger satisfaction and loyalty while supporting sustainable growth in air transportation and tourism sectors in Gorontalo Province.
Co-Authors Abd. Rahman Pakaya Abdul Kitfir Albakir Agil Bahsoan Agus Hakri Bokingo Allya Riska Putri Sampir Andi Juanna Andi Yusniar Mendo Annisa Aprilia Apdal Djauhari Aqil Bahsoan Ardiansyah arifin tahir Asnawi, Melan Angriani Basiru, Sheishe Oktaviani Bela Ananda Isa Bumulo, Frahmawati Clara Shintya Pakaya Devita Aulia R Hepat Dicky A Lampa Eduart Wolok Emil Salim Hamdatai Endi Rahman Febriyanto Hamzah Finki Akuba Given Ray Timothi Yahya Harpin Pasali Heldy Vanni Alam Husain, Aulia Idham Halid Lahay Ikhlasul Amalriadna Abubakar Iloponu, Amelia Indri Maruf Indriyani S. Lapado Irawati Abdul Irawati S Amin Irina Popoi Jiartia Gobel Karim, Rivaldi Lahay, Yudit Nur Asri Lapalanti, Mohamad Zidhan Hidayat Lisda L. Asi Melinda Latif Melizubaida Mahmud Meyko Panigoro Moh. Rizal D. Pade Mohamad Rifan Tangahu Mohamad Zidan Hidayat Lapalanti Mohamad Zidhan Hidayat Lapalanti Mokodompit, Danissa Natasyah Muhamad Afik Naha Muhammad Celvin Ibrahim Muhammad Rizal M Basalamah Nahra Della Fahrin Nasib Rianto Hasan Nilam Purnawati Nunu Nisa Masali Novita Djafar Nurhayati Rauf Nuryan Danial Pakaya, Abd Rahman Pansu, Oku Radia Hafid Raflin Hinelo Rezkiawan Tantawi Robiyati Podungge Rosman Ilato Roy Hasiru Silvani Ali Siti Khoyrunnisa Ponamon Siti Zahra Abdullah SITTI ABUDI Solly Aryza Sri Agustina Alamtaha Sri Rianita Tilohe Srisetia Ningrum Sudirman Sudirman Syamsul B Biki Syamsul B Biki Syamsul B. Biki Tiara Ningsi Putri Maaruf Tiara Yulistiani Goi Tineke Wolok Usman Moonti Usman Moonti Valentina Monoarfa Yakub, Karmila Yuniar Eka Resti Yusrin S. Hasan Yusuf, Zein Zainal Abidin Umar Zhulmaydin Chairil Fachrussyah Zulkifli S. Muhsana