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All Journal The Jurnal Arsip Rekayasa Sipil dan Perencanaan (Journal of Archive in Civil Engineering and Planning) Jurnal Aplikasi Teknik Sipil Jurnal Teknik Sipil Journal of The Civil Engineering Student
Cut Mutiawati
Syiah Kuala University
Civil Engineering, Building, Construction & Architecture Engineering Transportation

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Journal : Jurnal Teknik Sipil

 1 
TINGKAT KEPUASAN PENUMPANG TERHADAP KINERJA PELAYANAN BANDARA SULTAN ISKANDAR MUDA BANDA ACEH MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI) cut mutiawati; Lulusi Lulusi; Suci Lestari
JURNAL TEKNIK SIPIL Vol 10, No 1 (2021): Volume 10 Nomor 1 Mei 2021
Publisher : Jurusan Teknik Sipil, Fakultas Teknik, Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jts.v10i1.21076

Abstract

Sultan Iskandar Muda Airport (SIM) is located in Aceh Besar District, Aceh Province. It is crucial to analyze Airport service quality analyzed to evaluate the level of passenger satisfaction. This study aimed to evaluate the level of passenger satisfaction using the Customer Satisfaction Index (CSI) method. Data collection was conducted by administering online questionnaires to respondents who have used airport facilities. The measurement employed the Likert scale. The results showed that the most dominant characteristics of respondents were 18-27 years old (64%), male (52%), and the latest educational level of senior high school or equivalent (46.5%) and students (60.6%). The results showed that passenger satisfaction level was 75% (less satisfied) based on the 23 indicators of service performance. This finding indicates that Sultan Iskandar Muda Airport has not provided satisfactory service to passengers. The CSI scores for safety and security variables, reliability, comfort, improvement, and equality, were 74%, 76%, 78%, 74%, and 70%. The lowest assessment was on the equality variable. Thus, the capacity and quality of facilities for disabilities and nursery rooms need to be improved.
Co-Authors Febby Salsha Nabilla Fitrika Mita Suryani Juliana Fisaini Lulusi Lulusi Muhammad Isya Ruhdi Faisal Sofyan M. Saleh Suci Lestari Yusria Darma