Fulfillment of Quality of Service at Komodo Labuhan Bajo Airport to Increase Passenger Satisfaction

Anie Tuati, Deasi Daud, Amy Wadu

2021

Abstract

Komodo International Airport is the main gateway for tourists to eastern Indonesia, especially foreign tourists. The increase in flight service users at the Komodo Labuhan Bajo Airport Operator Unit is very high, this is evidenced by the frequent accumulation of passengers. This research uses Importance Performance Analysis, Gap Analysis and Kano Model. The results showed that there are 3 service variables Komodo Airport has the highest negative gap value, the highest is There are 3 service variables Komodo Airport has the highest negative gap value, the highest is var 20 Wifi facilities and public internet access are available and functioning (-0.94), var 6 Availability and adequacy of the number of trolleys (-0.75), and var 22 Availability of clean and comfortable children’s playroom facilities (-0.68). This high gap means that the 3 service variables have not met passenger expectations. There are 5 variables in the basic factor group, namely: 1) Var1, Maintained and the availability of cleaning facilities at the airport terminal, (2) Var2, Suitability of seating capacity in the waiting room, (3) Var5, Adequate airport terminal lighting, (4) Var16, Availability and adequacy of commercial areas and (5) Var24, Availability of smoking room facilities.

Paper Citation

in Harvard Style

Tuati A., Daud D. and Wadu A. (2021). Fulfillment of Quality of Service at Komodo Labuhan Bajo Airport to Increase Passenger Satisfaction. In Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES, ISBN 978-989-758-615-6, pages 545-551. DOI: 10.5220/0010948900003260

in Bibtex Style

@conference{icast-es21,
author={Anie Tuati and Deasi Daud and Amy Wadu},
title={Fulfillment of Quality of Service at Komodo Labuhan Bajo Airport to Increase Passenger Satisfaction},
booktitle={Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES,},
year={2021},
pages={545-551},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010948900003260},
isbn={978-989-758-615-6},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES,
TI - Fulfillment of Quality of Service at Komodo Labuhan Bajo Airport to Increase Passenger Satisfaction
SN - 978-989-758-615-6
AU - Tuati A.
AU - Daud D.
AU - Wadu A.
PY - 2021
SP - 545
EP - 551
DO - 10.5220/0010948900003260