ANALISIS KEPUASAN PELANGGAN PADA PELAYANAN PENGIRIMAN BARANG DI EKEKSPEDISI MUATAN PESAWAT UDARA ANGKASA PURA LOGISTIK BANDARA INTERNASIONAL JENDERAL AHMAD YANI SEMARANG

I MADE ANDRE, WIDIANTADARMA (2024) ANALISIS KEPUASAN PELANGGAN PADA PELAYANAN PENGIRIMAN BARANG DI EKEKSPEDISI MUATAN PESAWAT UDARA ANGKASA PURA LOGISTIK BANDARA INTERNASIONAL JENDERAL AHMAD YANI SEMARANG. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.

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Abstract

The airfreight expedition of Angkasa Pura Logistik at Jenderal Ahmad Yani International Airport in Semarang provides services for shipping goods and handling documents through air transportation. In any company, customer satisfaction is a priority in conducting business, where service performance meets customer expectations. The purpose of this research is to analyze the customer satisfaction of EMPU Angkasa Pura Logistik based on the dimensions of tangible, reliability, responsiveness, assurance, and empathy.
This research employs a qualitative approach using the Importance Performance Analysis (IPA) method to assess the level of customer satisfaction based on service performance and expectations. The results will be categorized into four quadrants. The IPA analysis results in 1 attribute in quadrant 1, 12 attributes in quadrant 2, 1 attribute in quadrant 3, and 1 attribute in quadrant 4, indicating that some evaluations are needed for the services lacking in quadrant 1 and for performance overachievement in quadrant 4.
Key words: Importance Performance Analysis (IPAIPA), Quadrant, Airplane Cargo Expedition.

Item Type: Thesis (Diploma)
Contributors:
Contribution
Name
Email
Thesis advisor
AHMAD, SOIMUN, S.T., M.T.
UNSPECIFIED
Thesis advisor
NI LUH, DARMAYANTI, S.Kep., Ns., M.M.
UNSPECIFIED
Uncontrolled Keywords: Ekspedisi muatan pesawat udara Angkasa Pura Logistik di Bandara Internasional Jenderal Ahmad Yani Semarang merupakan jasa pelayanan pengiriman barang serta pengurusan dokumen melalui pesawat udara. Pada sebuah perusahaan tentunya kepuasan pelanggan menjadi prioritas dalam menjalankan sebuah bisnis dimana kinerja pelayanan yang diberikan sesuai dengan harapan pelanggan. Tujuan dari penelitian ini melakukan analisis kepuasan pelanggan EMPU Angkasa Pura Logistik berdasarkan dari dimensi tangible, reliability, responsiveness, assurance, dan emp empathy. Pada penelitian ini menggunakan metode pendekatan kualitatif dengan menggunakan metode Importance Performance Analysis (IPAIPA). Dengan metode ini digunakan untuk menilai tingkat kepuasan pelanggan berdasarkan kinerja pelayanan dan harapan dan nantinya akan dikelompokkan kedalam empat bagian kuadran. Hasil dari Analisa IPA yakni 1 atribut pada kuadran 1, 12 atribut pada kuadran 2, 1 atribut pada kuadran 3, dan 1 atribut pada kuadran 4 sehingga perlu adanya beberapa evaluasi terkait dengan pelayanan yang masih kurang pada kuadran 1 dan evaluasi kinerja berlebihan pada kuadran 4. Kata Kunci : Importance Performance Analysis (IPAIPA), Kuadran, Ekspedisi Muatan Pesawat Udara (EMPU).
Subjects: H Social Sciences > HE Transportation and Communications
Depositing User: Unnamed user with email [email protected]
Date Deposited: 02 Dec 2024 03:35
Last Modified: 02 Dec 2024 03:35
URI: https://digilib.poltradabali.ac.id/id/eprint/42

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