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All Journal International Journal of Social Service and Research Journal of Social Science
Nugroho, Deden
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ANALYSIS OF PASSENGER TERMINAL SERVICE QUALITY LEVEL AT BANYUWANGI AIRPORT Nugroho, Deden; Oetomo, Wateno; Marleno, Risma
International Journal of Social Service and Research Vol. 5 No. 2 (2025): International Journal of Social Service and Research
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v5i2.1177

Abstract

Banyuwangi Airport has become an important air transportation facility in East Java, playing a strategic role as a gateway to leading tourist areas. This study aims to identify the current level of service quality of the passenger terminal at the airport, understand the factors that influence its performance, and develop evidence-based recommendations to improve service quality. A systematic research design was implemented, encompassing stages from problem identification to data analysis and report preparation. The primary objective was to identify aspects of terminal services needing improvement to enhance user satisfaction, guided by initial observations and literature reviews. The analysis of hierarchical processes (AHP) method was employed for data analysis, focusing on assessing criteria weights through pairwise comparisons to generate improvement recommendations. The results indicate that passenger satisfaction varies significantly across different types of facilities. Several concrete steps and strategic recommendations are proposed to enhance service quality and address the identified gaps.
Identification of Factors And Recommendations for Improving Passenger Terminal Service Performance at Banyuwangi Airport Nugroho, Deden; Oetomo, Wateno; Marleno, Risma
Journal of Social Science Vol. 6 No. 2 (2025): Journal of Social Science
Publisher : Syntax Corporation Indonesia

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Abstract

The performance of passenger terminal services at Banyuwangi Airport is a critical determinant of the user experience in air transportation services, directly impacting passenger satisfaction and the airport's reputation. This research aims to evaluate the quality of services provided, identify key factors influencing service performance, and propose actionable recommendations for improvement. Using the Analytical Hierarchy Process (AHP) method, the study reveals that waiting room facilities, information services, and check-in process efficiency are the most significant elements requiring attention. Additionally, while passengers express high satisfaction with basic facilities such as hygiene and toilets, areas such as the circulation space and baggage services exhibit shortcomings that hinder operational efficiency and user comfort. To address these issues, several recommendations are proposed, including redesigning the circulation area to enhance passenger flow, optimizing baggage handling processes to improve speed and reliability, and introducing additional amenities such as more seating areas, improved signage, and dedicated zones for special needs passengers. These findings offer a strategic framework for Banyuwangi Airport managers to prioritize and implement targeted improvements, ultimately enhancing the overall passenger experience and supporting the airport's role as a gateway to East Java's tourist destinations.
Co-Authors Marleno, Risma Oetomo, Wateno