Analysis of Service Satisfaction at A. A. Bere Tallo Atambua Airport Using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) Methods

DOI

10.2991/978-94-6463-358-0_2How to use a DOI?

Keywords

Service Satisfaction; Importance Performance Analysis (IPA); Customer Satisfaction Index (CSI) methods

Abstract

Service is important in the aviation industry because less optimal service will reduce customer satisfaction. Atambua A. A. Bere Tallo Airport is an airport service provider unit currently under development in terms of service. This research was conducted by distributing questionnaires to passengers, airline ground staff, and tenants and then calculating using the IPA method to determine the value of the level of conformity between the level of interest and the level of satisfaction, which was then plotted onto the Cartesian Diagram and the CSI method to determine the overall level of user satisfaction. Based on calculations using IPA, this study’s results show that passenger respondents have an average attribute suitability level of 92.84%. In Quadrant I of the Cartesian Diagram of 20 attributes, four attributes need to be improved or repaired. Airline ground staff respondents have an average attribute level of >100%, and in Quadrant I of the Cartesian diagram of 20 attributes, five attributes need to be improved or corrected. Tenant respondents have an average attribute level of >100%, and in Quadrant I of the Cartesian diagram of 20 attributes, six attributes need to be improved or corrected. The results of calculations using the CSI method, the value of the performance or service that the Airport has carried out for passengers is 86.26%, for Airline Ground staff is 89.89%, and for Tenants is 89.05%.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Suhanto Suhanto
AU  - Roger Benyamin George Asa
AU  - Riani Nurdin
AU  - Prasidananto Nur Santoso
AU  - Abdul Haris
AU  - Okto Dinaryanto
AU  - Esa Rengganis Sullyartha
AU  - Uyuunul Mauidzoh
PY  - 2024
DA  - 2024/01/12
TI  - Analysis of Service Satisfaction at A. A. Bere Tallo Atambua Airport Using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) Methods
BT  - Proceedings of the 2023 Annual Technology, Applied Science and Engineering Conference (ATASEC 2023)
PB  - Atlantis Press
SP  - 4
EP  - 17
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-358-0_2
DO  - 10.2991/978-94-6463-358-0_2
ID  - Suhanto2024
ER  -