ANALISIS TINGKAT PELAYANAN KARGO TERHADAP KEPUASAN PENGGUNA JASA EMPU PT. ANGKASA PURA LOGISTIK DI BANDAR UDARA JENDRAL AHMAD YANI MENGGUNAKAN METODE CSI

At General Ahmad Yani Airport there is a cargo service owned by PT Angkasa Pura Logistics which is used to deliver and receive goods. In its implementation, cargo services at EMPU or Aircraft Cargo Expedition will be very important to be assessed because when viewed from its organizational structure PT Angkasa Pura Logistics is a subsidiary of PT Angkasa Pura 1 and its performance will be monitored. In addition, if the fulfillment of consumer expectations will create customer satisfaction so it will be able to compete with the development of service companies that are growing rapidly today.
This research was conducted with Customer Index Satisfaction (CSI) analysis using 5 dimensions to assess customer satisfaction including reliability, responsiveness, assurance, empathy, and tangible. The results showed that the value of the satisfaction of the level of cargo service to the satisfaction of EMPU service users of PT Angkasa Pura Logistics was 92.8% which was in the range of 0.81-0.100 which was categorized as "very satisfied". So it can be stated that EMPU customers of PT Angkasa Pura Logistics are satisfied with the services of EMPU PT Angkasa Pura Logistics.
Keywords: EMPU (Aircraft Freight Forwarding, Customer Satisfaction, Customer Satisfaction Index (CSI). Customer Satisfaction Index (CSI)