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All Journal APPROACH: Jurnal Teknologi Penerbangan Prosiding SNITP (Seminar Nasional Inovasi Teknologi Penerbangan) Aviation Busieness and Operations Journal
Siti Nurfadhilah
Politeknik Penerbangan Surabaya
Aerospace Engineering Computer Science & IT Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Transportation

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Evaluasi Kinerja Pelayanan Personel Aviation Security (Avsec) dalam Meningkatkan Kepuasan Penumpang di Passenger Security Check Point (PSCP) Bandar Udara Internasional I Gusti Ngurah Rai Bali Pendekatan IPA dan CSI Yopylatul Mahmudah; Dewi Ratna Sari; Siti Nurfadhilah; Lady Silk Moonlight
Jurnal Bisnis dan Operasi Penerbangan Vol 4 No 2 (2026): Aviation Busieness and Operations Journal
Publisher : Politeknik Penerbangan Indonesia Curug

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54147/jobp.v4i2.1624

Abstract

Aviation Security (Avsec) services play an essential role in maintaining aviation security while enhancing passenger comfort throughout the security screening process. This study aims to evaluate the service performance of Aviation Security (Avsec) personnel on passenger satisfaction at the Passenger Security Check Point (PSCP) of I Gusti Ngurah Rai International Airport, Bali. This study employed a quantitative research method involving 100 respondents. Data were collected through questionnaires and analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results indicated a Customer Satisfaction Index (CSI) score of 82.82%, which falls into the very satisfied category, indicating that the services provided by Avsec personnel have met passengers' expectations. Furthermore, the Importance Performance Analysis (IPA) identified eight service attributes in Quadrant I (Concentrate Here) that require improvement, while most of the remaining attributes were classified in Quadrant II (Keep Up the Good Work). Therefore, the service performance of Avsec personnel was considered to be very good. However, continuous improvement of the priority service attributes is necessary to maintain and further enhance passenger satisfaction.
Co-Authors Alif Rafly Wahyudy Anita Farah Subagya Arrasyidin Daffatyar Tatah Bayu Erlangga Dewi Ratna Sari Fatmawati Fransina Sahturu Turot Kevin Firnanda Afand Kharis Habib Abdillah Lady Silk Moonlight Margolang, Julfansyah Marilya Zevidora Leong Da Costa Mochamad Nurul Anuwar Patra Sabang Prakoso Rochmawati, Laila Sri Lestari Wasito Utomo Yopylatul Mahmudah Yuriko Cenciana Putri