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All Journal BERKALA SAINSTEK JISI UMJ (Jurnal Integrasi Sistem Industri UMJ) Infotech Journal Majalah Ilmiah Bijak Community Development Journal: Jurnal Pengabdian Masyarakat JURMATIS : Jurnal Manajemen Teknologi dan Teknik Industri Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) International Journal of Research in Vocational Studies (IJRVOCAS)
Iskandar, Yelita Anggiane
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Journal : JURMATIS : Jurnal Manajemen Teknologi dan Teknik Industri

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Model Kualitas Layanan Terbaik untuk Pelanggan di Terminal Kargo Domestik Bandara Kualanamu Iskandar, Yelita Anggiane
JURMATIS (Jurnal Manajemen Teknologi dan Teknik Industri) Vol. 5 No. 2 (2023): August
Publisher : Universitas Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30737/jurmatis.v5i2.4314

Abstract

Bali Lestari Beach offers a Bali tourist experience in North Sumatra near Kualanamu Airport. Kualanamu Airport Domestic Cargo needs to improve service quality. The research developed a service quality model to increase customer satisfaction at the Kualanamu Airport Domestic Cargo Terminal with a mix-method approach. All populations are sampled for questionnaire filling. Service quality indicators are included in quadrant I model. The study involved observation, interviews, and questionnaires to determine the level of customer satisfaction at the Kualanamu Airport Domestic Cargo Terminal. Data is processed with Excel and SPSS 23. Service improvements focus on quadrant I of the Importance Performance Analysis. There are weaknesses in service quality at the Kualanamu Airport Domestic Cargo Terminal and it is recommended to focus improvements on tangibles and assurance dimensions. Based on Importance Performance Analysis, there are five selected quality improvement indicators, namely: prices are formed according to the services offered, cashiers are fast and precise in serving the payment process, employee readiness to meet every customer demand, reliability of cargo terminal equipment and facilities, and good employee treatment of service users, with good service through an effective service quality strategy.
Co-Authors Dicky Ahmad Zaky Herawati, Ida Herlina, Rohma Iqbal, Nur Muhammad Kamilia, Rifka Alifa Lubis, M. Husni Mubarak Madrinovella, Iktri Misbahudin Misbahudin Mulyasari, Farah Nissya, Agtandella Islamy Rollandiaz, Stenlee Suhardja, Sandy Kurniawan Sukarno, Iwan Vikaliana, Resista Waskito Pranowo Widyanti, Sari Zulvia, Ferani Eva