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Journal : MES Management Journal

 1 
Pengaruh Kinerja dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Unit Terminal Inpection Service di Bandara Internasional Soekarno - Hatta Masdon Simarmata; Hodi
MES Management Journal Vol. 3 No. 1 (2024): MES Management Journal 
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v3i1.157

Abstract

Terminal Inspection Service still often experiences problems with flight service performance and quality due to many reasons for service such as lack of officer training, inadequate equipment, lack of supervision, less effective policies. The aim of this research is to determine the influence of performance and service quality simultaneously on customer satisfaction at the terminal inspection service unit at Soekarno – Hatta Internasional Airport.The approach used in this research is quantitative. Quantitative research is a method in which the research data is in the form of 2 numbers and is analyzed using statistics to test the hypotheses that have been set. Based on the results of the hypothesis test, the t test shows that performance influences customer satisfaction, and the results of the t hypothesis test show that service quality influences customer satisfaction at the terminal inspection service unit. Based on the results of the coefficient of determination test, the R square (R2) value is 0.804. shows that performance and service quality variables have an effect of 80.4% on passenger satisfaction. This shows that the independent variables performance and service quality have a big influence on customer satisfaction at the Terminal Inspection Service unit at Soekarno - Hatta International Airport.
Pengaruh Service Excellent Unit Ground Handling Kokapura Terhadap Kepuasan Penumpang di Bandar Udara Internasional Jendral Ahmad Yani Semarang Iklima Pingky Afsherina; Hodi
MES Management Journal Vol. 3 No. 1 (2024): MES Management Journal 
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v3i1.160

Abstract

The main objectives of this research are as follows: 1) evaluate how much influence the excellent service of the Kokapura ground handling unit at Ahmad Yani International Airport Semarang has on passenger satisfaction; and 2) measure how much influence the excellent service of the Kokapura ground handling unit at Ahmad Yani International Airport Semarang has on passenger satisfaction. This research used a quantitative approach and collected 100 respondents who were passengers at Ahmad Yani International Airport, Semarang. The purposive sampling method was used for non-probability sampling. Certain criteria were used to select respondents. The results of statistical data analysis show that each statement in this study is valid and the variables are reliable. Hypothesis testing produces a significance value of 0.000 < 0.05 which indicates rejection of H0, and a calculated t value of 4.155 > t table value of 1.660 which indicates acceptance of Ha. The results of the regression test show that there is a positive and significant influence of 39.4%. In conclusion, the ground handling unit excellent service variable (X) has a significant influence on the passenger satisfaction variable (Y). In other words, this research proves that the excellent service of the Kokapura ground handling unit has a positive and significant effect on the level of passenger satisfaction at Ahmad Yani International Airport, Semarang. influence of 39.4%.
Upaya Meningkatkan Pelayanan untuk Mencapai on Time Performance pada Petugas Check in Counter Maskapai Batik Air di Bandar Udara Jenderal Ahmad Yani Semarang Novie Triyani Agustin; Hodi
MES Management Journal Vol. 3 No. 3 (2024): MES Management Journal 
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v3i3.533

Abstract

Punctuality for airport officials, especially On Time Performance (OTP) which is an important factor that must be fulfilled in air transportation activities, if On Time Performance (OTP) is not achieved, it will have various impacts. One of the units responsible for the smooth running of passengers is check-in Counter. This study discusses the obstacles of officers and solutions that can be done so that there are no delays in the unit Check-In in creating On Time Performance in flight. The research method used is a descriptive qualitative method. The collection of research data was carried out by means of interviews, observations, documentation and literature studies in the Check In Counter work unit area  of Jenderal Ahmad Yani Airport Semarang. Based on the research findings, there are challenges faced by the check-in counter staff in achieving On Time Performance (OTP) for Batik Air at Jenderal Ahmad Yani International Airport in Semarang. These challenges are divided into two factors: internal and external. The internal factors include system server check-in failures and insufficient time allocated for the check-in process. Meanwhile, external factors involve passengers who cannot present valid identification, those arriving at the last minute, or passengers who are late for check-in. To address these issues and improve OTP, Batik Air has taken measures by ensuring that check-in counter personnel meet the required criteria and possess the necessary competence to follow the established standard operating procedures. Additionally, check-in staff are trained to be friendly, responsive, and prioritize passengers who are already in line, especially those arriving 15 minutes before the check-in counter closes.
Co-Authors Asya Putri Setyadevi Faishal Hilmy Fathurrachman Fiqih Ridho Arjuna Hary Murcahyanto Iklima Pingky Afsherina Lala Rahmandhani Lindiyani M. Agil Septiyana Putra Masdon Simarmata Novie Triyani Agustin Nutu Demarta, Habiba Raden Mohamad Herdian Bhakti Suyitno