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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Erman Noor
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Economics, Econometrics & Finance

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Efforts to Increase the Level of Service at Terminal 3 Domestic at Soekarno Hatta International Airport Aziz Fahmi Harahap; Juliater Simarmata; Erman Noor
Dinasti International Journal of Economics, Finance & Accounting Vol. 5 No. 1 (2024): Dinasti International Journal of Economics, Finance & Accounting (March-April 2
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v5i1.2506

Abstract

The purpose of this study is (1) to determine and analyze the customer satisfaction index against the Level of Service; (2) to know and analyze the Level of Service factors considered important by the customer; (3) to identify and analyze the Level of Service gap between customer expectations and satisfaction; (4) to know and analyze the Level of Service factors that should be improved. The data collection method used a questionnaire with a sample of 201 respondents. The analysis method uses Gap Analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Based on the results of CSI analysis, a value of 77.73 was obtained, the number was in the range of 60.01 – 80 which means satisfactory or good, while based on the results of the Importance Performance Analysis (IPA) analysis, 9 indicators were obtained which are still in quadrant one can be interpreted that these indicators have low reality and high expectations from Soekarno-Hatta International Airport terminal two.
Co-Authors Aziz Fahmi Harahap Juliater Simarmata