Fulfilment Quality of Service at El Tari Airport Kupang for Increasing Satisfaction Passenger

Anie Tuati, Deasi Daud, Amy Wadu

2021

Abstract

El Tari International Airport is the main gateway for tourists to eastern Indonesia, especially foreign tourists. The increase in flight service users at Kupang El Tari Airport is very high, so there is often a buildup of passengers. This study uses the IPA method, Gap analysis and Kano Model. The results show that there are 3 service variables at El Tari Airport which have the highest negative gap value, the highest is var 2. The suitability of seating capacity in the waiting room is (-0.71), the 6th variable Availability and adequacy of the number of trolleys is (-0.72), and the 22nd variable. Availability of clean and comfortable children’s playroom facilities (-0.63). This high gap means that the three service variables have not met passenger expectations. There are 5 variables in the basic factor group, namely: (1) the 1st variable, the maintenance and availability of cleaning facilities at the airport terminal, (2) the 2nd variable, the suitability of seating capacity in the waiting room, (3) the 5th variable, Adequate airport terminal lighting system, (4) the 6th variable, Availability and adequacy of the number of trolleys, and (5) the 24th variable, Availability of smoking room facilities.

Paper Citation

in Harvard Style

Tuati A., Daud D. and Wadu A. (2021). Fulfilment Quality of Service at El Tari Airport Kupang for Increasing Satisfaction Passenger. 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 1334-1339. DOI: 10.5220/0010965000003260

in Bibtex Style

@conference{icast-es21,
author={Anie Tuati and Deasi Daud and Amy Wadu},
title={Fulfilment Quality of Service at El Tari Airport Kupang for Increasing Satisfaction Passenger},
booktitle={Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES,},
year={2021},
pages={1334-1339},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010965000003260},
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 - Fulfilment Quality of Service at El Tari Airport Kupang for Increasing Satisfaction Passenger
SN - 978-989-758-615-6
AU - Tuati A.
AU - Daud D.
AU - Wadu A.
PY - 2021
SP - 1334
EP - 1339
DO - 10.5220/0010965000003260