Fulfillment of Quality of Service at Komodo Labuhan Bajo Airport to

Increase Passenger Satisfaction

Anie Adrianti Tuati

, Deasi D. A. A. Daud

and Amy Wadu

Civil Engineering Department, State Polytechnic of Kupang, Adi Sucipto Street, Kupang, Indonesia

Civil Engineering Department, State Polytechnic of Kupang, Kupang, Indonesia

Keywords: Service Quality, Airport, Importance Performance Analysis, Gap Analysis, Kano's Model.

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.

1 INTRODUCTION

Air transportation has a function as a supporting

element (servicing sector) and a driving element

(promoting sector). The function as a supporting

element is related to the ability of air transportation

to provide effective and efficient transportation

services. The function as a driving element is the

ability of air transportation to open isolated areas

and remote areas and islands (Wijaya, 2017).

Service quality is an important issue in the

management of transportation services at this time,

including air transportation services. Public service

providers in this case airports do not only focus on

providing infrastructure, facilities, and human

resources, but the development of information

encourages transportation service users to be more

critical of public services, by proactively

communicating with consumers to find out the

dynamics of consumer needs, therefore it is

necessary to continuous improvement of public

services is carried out.

The development of airport traffic requires good

facilities and infrastructure as well as services so

that it can accommodate the movement of air traffic

flows and provide comfort for air transportation

service users, the better and more complete the

existing facilities and infrastructure, the better the

efficiency and level of service based on applicable

minimum standards (Frans,dkk, 2014).

Komodo International Airport is an airport

located in the city of Labuhan Bajo, West Manggarai

Regency - NTT - East Nusa Tenggara and is the

main gateway for tourists to eastern Indonesia,

especially foreign tourists. Labuan Bajo is one of 19

villages located in West Manggarai Regency, East

Nusa Tenggara which is being developed into a

tourist city. Komodo Airport is the second airport

with the most passengers in the NTT region, after

Eltari Airport, Kupang. The total number of arriving

passengers at the airport reached 35,284 passengers

in October, while the total departing passengers

reached 35,173 passengers. This amount accounts

for 20.82% of the total passengers who come to the

province of NTT (Agustiyanti, 2019). The increase

in traffic, especially the movement of international

passenger, aircraft and cargo flows at Komodo

Airport is a potential market for business actors.

Especially after the development of Komodo Airport

is completed in 2021. The increase in flight service

Tuati, A., Daud, D. and Wadu, A.

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

DOI: 10.5220/0010948900003260

In Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science (iCAST-ES 2021), pages 545-551

ISBN: 978-989-758-615-6; ISSN: 2975-8246

 2023 by SCITEPRESS – Science and Technology Publications, Lda. Under CC license (CC BY-NC-ND 4.0)

545

users at the Komodo Labuhan Bajo Airport Operator

Unit, West Manggarai Regency - NTT is very high,

this is evidenced by the frequent accumulation of

passengers due to inadequate terminal and aircraft

transport capacity, for this reason it is necessary to

widen the capacity of the passenger terminal,

especially in the terminal section. Passengers when

passengers get off the plane (the baggage claim area)

so that there is no accumulation of passengers and

congestion there. In order to become an airport with

a high level of service satisfaction, the management

of Komodo Airport must provide the best service to

users.

Based on the description above, it is necessary to

do research to find out how passengers perceive

services at Komodo Labuhan Bajo Airport?, find out

how the gap between the level of importance and

satisfaction in service variables is, find out whether

service variables are included in the main priority in

the quadrant Importance Performance ? and find out

what service variables are included in the basic

factor group in the Kano model? The problem

limitation in this study is the passenger's perception

of services at Komodo Labuhan Bajo Airport

(Subekti, 2016).

2 RESEARCH METHODOLOGY

2.1 Research Stages

The research stages begin with initial observations,

data collection, data processing and analysis, to

drawing conclusions and suggestions. This research

starts from identifying problems that occur after

direct observation in the study area. This is done to

find out the problems that occur in the study area.

The area of study and the scope of issues to be

discussed are also limited. The analysis stage is a

follow-up after data processing is completed. The

purpose of this stage is to understand and analyze

the results of data processing in depth. The analysis

is carried out with Validity and Reliability Tests on

service quality, Importance Performance Analysis

(IPA) is used to compare the extent to which the

performance of an activity is perceived by users or

customers when compared to the level of satisfaction

desired/perceived, Gap Analysis (Pranidiwya, 2015).

The difference or distance between the expectations

or the level of interest of the passengers and the

service received by the passengers results in the

quality of service based on the perceptions of the

passengers themselves and the Kano Model aims to

categorize product/service attributes that are able to

satisfy customer needs. Kano's analysis of data and

images used an interest classification diagram,

namely based on explicit and implicit interest

classifications. Implicit interest is the interest

obtained from the correlation between the interests

of one another using the Spearman correlation

coefficient. Explicit interests are interests that are

stated or determined directly by consumers (Wijaya,

2011).

2.2 Data Collection

There are 4 stages of data collection method, namely

the first stage of the interview, namely the method of

collecting data by asking and answering questions.

The second stage is a questionnaire, which is a

method of collecting data by compiling a list of

questions or questionnaires to respondents in

writing, making it easier to process data. The third

stage is the study of literature and the last is the

research instrument, the research instrument used in

the form of a list of questions or questionnaires

consisting of 35 questions about the importance of

service quality at the airport and 35 questions about

the performance of service quality at the airport.

Before the list of questions was used, the validity

and reliability of the questionnaire was tested with a

total of 100 respondents

3 RESULT AND DISCUSSION

3.1 Determination of Number of

Samples

The total population is calculated by the average

number of passengers from 2015 to 2020, so the

total population used in this study is: 336650

passengers. The sample size used in the study was

= 99 rounded up to 100 samples

3.2 Reliability and Validity Test

This study uses 35 service variables referred to from

the Regulation of the Minister of Transportation

Number PM 178 of 2015 concerning Service

Standards for Airport Service Users. The items of

the research variables were tested statistically to

determine the validity and reliability. Cronbach's

alpha coefficient value of a total of 35 variables of

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546

importance is 0.938. The value of the Cronbach

alpha coefficient on all 35 question variables at the

level of satisfaction/performance is 0.960. A

construct or variable is said to be reliable if it gives a

Cronbach alpha value > 0.60 (Sunyoto, 2009). This

means that the level of importance and satisfaction

variables are reliable for use in research. The

validity test was carried out by Pearson correlation

analysis in the SPSS program. This is done to

determine the correlation of items/variables of

importance level 1, 2, 3 and so on up to 35 to the

total score of importance level. The value of r table

for the number of samples is 100, with a significance

of 1% is 0.256. Table 1 below presents the Pearson

correlation coefficient on 35 variables of importance

and level of satisfaction.

Based on table 1, it can be seen that 35 variables

of importance and level of satisfaction have a

significant correlation at the 1% level. This means

that all variables are valid and can be used in

research.

Table 1: Pearson Correlation Coefficient Values on 31

Level of Interest Variables and Satisfaction Level.

Variable

Table r

value

Interest

Rate

Correlation

Coefficient

Satisfaction

Level

Correlation

Coefficient

Validity

Variable 1 0.256 0.477* 0.443* Valid

Variable 2 0.256 0.491* 0.575* Valid

Variable 3 0.256 0.670* 0.677* Valid

Variable 4 0.256 0.481* 0.535* Valid

Variable 5 0.256 0.392* 0.536* Valid

Variable 6 0.256 0.534* 0.526* Valid

Variable 7 0.256 0.633* 0.541* Valid

Variable 8 0.256 0.613* 0.544* Valid

Variable 9 0.256 0.643* 0.629* Valid

Variable 10 0.256 0.686* 0.686* Valid

Variable 11 0.256 0.691* 0.691* Valid

Variable 12 0.256 0.662* 0.662* Valid

Variable 13 0.256 0.650* 0.650* Valid

Variable 14 0.256 0.626* 0.626* Valid

Variable 15 0.256 0.674* 0.674* Valid

Variable 16 0.256 0.693* 0.693* Valid

Variable 17 0.256 0.532* 0.532* Valid

Variable 18 0.256 0.632* 0.632* Valid

Variable 19 0.256 0.692* 0.692* Valid

Variable 20 0.256 0.612* 0.612* Valid

Variable 21 0.256 0.604* 0.604* Valid

Variable 22 0.256 0.455* 0.455* Valid

Variable 23 0.256 0.701* 0.701* Valid

Variable 24 0.256 0.267* 0.267* Valid

Variable 25 0.256 0.732* 0.732* Valid

Variable 26 0.256 0.565* 0.565* Valid

Variable 27 0.256 0.681* 0.681* Valid

Variable 28 0.256 0.711* 0.711* Valid

Variable 29 0.256 0.685* 0.685* Valid

Variable 30 0.256 0.687* 0.687* Valid

Variable 31 0.256 0.640* 0.640* Valid

Variable 32 0.256 0.670* 0.670* Valid

Variable 33 0.256 0.620* 0.620* Valid

Variable 34 0.256 0.623* 0.623* Valid

Variable 35 0.256 0.566* 0.566* Valid

Source: SPSS output data, * significant at 1% level (2-

sided test)

3.3 Interest Level Analysis

The questionnaire used used a Likert scale 5. Each

item/variable was scored according to the

respondents' answers. A scale of 1 means not

important and a scale of 5 means very important.

There are 35 variables and 100 respondents used in

the analysis of research data. Table 2 below presents

the total score and average of 35 variables of

importance at Komodo Labuhan Bajo Airport.

Table 2: Values/Scores and Average Weights of 35

Variables of Level of Interest at Komodo Labuhan Bajo

Airport.

No Variable

Total

Score

Average

Maintained and the

availabilityof cleaning

facilities at the airport terminal

477 4.77

Appropriate seating capacity

in the waitin

room

451 4.51

Adequacy of baggage service

equipment

410 4.1

Availability of facilities for air

circulation (AC, Fan)

417 4.17

Sufficient lighting/lighting

system for airport terminals

442 4.42

Availability and sufficient

number of trolle

455 4.55

Clean and tidy checkin

counter

416 4.16

Sufficient number and area of

chec

-in counters

407 4.07

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

547

Table 2: Values/Scores and Average Weights of 35

Variables of Level of Interest at Komodo Labuhan Bajo

Airport (cont.).

No Variable

Total

Score

Average

Availability of Public

Information System

(announcement) facilities

415 4.15

Availability of flight progress

displa

(FIDS) facilit

412 4.12

Clarity of information from

the public address system

(si

473 4.73

Information center counter

facilities that are easy to find

and informative

442 4.42

The coolness and comfort of

the passen

er waitin

room

440 4.4

Availability of complete toilet

facilities and eas

to fin

415 4.15

Cleanliness and comfort of

toilet facilities

412 4.12

Availability and adequacy of

commercial area

(canteen/restaurant)

434 4.34

Availability of computer

facilities for online ticket

purchases

406 4.06

Availability and convenience

of prayer rooms/places of

worship

415 4.15

Availability of facilities for

charging electronic devices

(char

)

412 4.12

Wifi facilities and public

Internet access are available

and functionin

474 4.74

Availability of special room

facilities for mothers and

abies (nurser

)

408 4.08

Availability of clean and

comfortable children's

pla

room facilities bermain

418 4.18

Availability of passenger

facilities with special needs

414 4.14

Availability of smoking room

facilities (smokin

area)

473 4.73

Availability of ATM facilities

and mone

chan

ers

409 4.09

Availability of

lounge/executive waiting

room for special passen

ers

417 4.17

Availability of adequate

parkin

area facilities

414 4.14

Cleanliness and tidiness of the

appearance of officers

420 4.2

Friendliness & ability of

officers in servin

408 4.08

Availability of advanced

transportation information

from the airpor

417 4.17

Easy access and transportation

from/to the airpor

415 4.15

Cabin crew conveys

information during the flight,

is responsive, skilled, friendly

and looks neat and polite

472 4.72

The facilities provided on the

plane to serve passengers are

ood and clean condition

408 4.08

There is a car park for 80% of

the bus

time passen

ers

417 4.17

There are facilities to get on

and off the plane (Use of the

arbarata)

414 4.14

Amount 14949 149.49

427.11 4.27

Source: primary data processed, 100 respondents

Based on table 2 above, it can be seen that the

average value of 35 variables of importance ranges

from 4.06 to 4.77. The variable awake and the

availability of cleaning facilities at the airport

terminal has the highest average value. This means

that passengers consider this variable important to be

provided by the airport in serving passengers. While

the variable Availability of computer facilities for

purchasing online tickets is the variable with the

lowest average value, this means that passengers do

not consider this facility important in Komodo

Labuhan Bajo airport services. Overall, the average

of 35 research variables shows a value of 4.27. This

means that 35 service variables have an important

meaning for passengers in supporting service

activities at the airport.

3.4 Analysis of Satisfaction Level

The satisfaction level variable also consists of 35

items which are calculated using a Likert scale 5.

Number 1 shows passengers who are not satisfied

with the service, number 2 is not satisfied, number 3

means normal, number 4 indicates satisfactory service

and number 5 means service is very satisfying for the

customer passenger. Table 3 below presents the total

score and average of 35 service satisfaction variables

at Komodo Labuhan Bajo Airport.

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Source: Analysis Results, 2020

Figure 1: Importance Performance Quadrant of Komodo

Airport Labuhan Bajo.

Based on Figure 1, it can be seen that there are 3

service variables in quadrant 1. These variables are

(1) var 02, suitability of seating capacity in the

waiting room, (2) var 06, availability and adequacy

of the number of trolleys and (3) var 20, Wifi

facilities and public internet access are available and

functioning. Variables that are in quadrant 1 are

important variables that must get the main priority

for service improvement from Komodo Labuhan

Bajo Airport.

3.5 Gap Analysis (Gap)

Based on the analysis of the level of importance and

level of satisfaction there is a gap between the two.

The difference illustrates the distance that exists

between the value of satisfaction/performance and

the value of importance (Pranidiwya and Miharja,

2015). Table 4 below presents the difference/gap

between the average level of importance and

satisfaction for each service variable at Komodo

Labuhan Bajo Airport.

Table 3: Differences/Gaps Between Levels of Interest and

Satisfaction of Service Variables at Komodo Airport

Labuhan Bajo.

Variable

Average

Satisfaction/

Performance

(X)

Average

Interest (Y)

Difference /

Gap

Var 1 4.77 4.77 0

Var 2 3.81 4.51 -0.7

Var 3 3.55 4.1 -0.55

Var 4 4.19 4.17 0.02

Var 5 4.45 4.42 0.03

Var 6 3.8 4.55 -0.75

Var 7 4.2 4.16 0.04

Var 8 3.95 4.07 -0.12

Var 9 4.18 4.15 0.03

Var 10 4.14 4.12 0.02

Var 11 4.75 4.73 0.02

Var 12 4.45 4.42 0.03

Var 13 4.42 4.4 0.02

Var 14 4.18 4.15 0.03

Var 15 4.14 4.12 0.02

Var 16 4.65 4.34 0.31

Var 17 3.65 4.06 -0.41

Var 18 4.2 4.15 0.05

Var 19 4.14 4.12 0.02

Var 20 3.8 4.74 -0.94

Var 21 3.81 4.08 -0.27

Var 22 3.5 4.18 -0.68

Var 23 4.16 4.14 0.02

Var 24 4.74 4.73 0.01

Var 25 3.98 4.09 -0.11

Var 26 4.18 4.17 0.01

Var 27 4.15 4.14 0.01

Var 28 4.21 4.2 0.01

Var 29 4.09 4.08 0.01

Var 30 4.19 4.17 0.02

Var 31 4.16 4.15 0.01

Var 32 4.73 4.72 0.01

Var 33 4.09 4.08 0.01

Var 34 4.18 4.17 0.01

Var 35 3.72 4.14 -0.42

Source: primary data processed, 2021

Based on table 3, it can be seen that there are 35

service variables, 10 have negative gap values. This

means that the gap between the value of

satisfaction/performance and the value of the level

of importance of passengers, each attribute has not

all met the expectations of passengers. The three

variables with the highest negative values are var 20

Wifi facilities and public internet access that are

available and functioning (-0.94), var 6 Availability

and adequacy of the number of trolleys (-0.75), and

var 22 Availability of children's playroom facilities

clean and comfortable by (-0.68). This shows that

passengers feel the highest dissatisfaction with the

service aspect at Komodo Labuhan Bajo Airport.

The three variables with the smallest minimum

values are var 2 Suitability of seating capacity in the

waiting room (-0.7), var 25 Availability of ATM and

money changer facilities (-0.11) and var 8 Adequate

number and area of check-in counters (- 0.12). This

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

549

shows that passengers feel low dissatisfaction with

the service aspect at Komodo Labuhan Bajo Airport.

The results of the gap analysis can be concluded that

based on passenger perceptions, service variables at

Komodo Labuhan Bajo Airport are still below

passenger expectations.

3.6 Analysis of Services with the Kano

Model

Kano model is used to determine the service

variables included in the basic factor. If there are

variables that fall into this category, the airport

should improve services so that it can achieve

passenger satisfaction. The level of implicit

importance is obtained from the correlation

coefficient between item variables 1, 2, 3 and so on

until 35 to the total score of the level of importance.

Spearman correlation in SPSS program is used to

calculate the value of implicit importance level. The

following table 5 presents the values of the explicit

and implicit importance levels at Komodo Labuhan

Bajo Airport.

There are 6 service variables in the performance

group 1, namely: (1) Var6, Availability and

adequacy of the number of trolleys, (2) Var11,

Clarity of information from the public address

system (signage), (3) Var12 Information center

counter facilities that are easily found and

informative, (4) Var13, Coolness and comfort of the

passenger waiting room, (5) Var20, Wifi facilities

and public internet access available and functioning

and (6) Var32, Cabin crew conveys information

during the flight, responsive, skilled, friendly and

well-groomed and polite. Based on the canoe model,

Source: Analysis Results, 2021

Figure 2: Grouping of Implicit and Explicit Interest

Variables Komodo Airport Labuhan Bajo.

it can be seen that the variables in the basic factor

group are variables that are the basic needs that must

be met by Komodo Labuhan Bajo Airport. In

addition to the variables in the basic factor group,

Komodo Labuhan Bajo Airport must also pay

attention to the service variable in the performance 1

(important) group.

If the variables in this group are met, then

Komodo Labuhan Bajo Airport can increase

passenger satisfaction, and vice versa if it is not

fulfilled it can reduce passenger satisfaction.

4 CONCLUSION

Based on the results of data analysis, it can be

concluded as follows:

1. Passenger perceptions of service quality at

Komodo Labuhan Bajo Airport indicate that

overall the satisfaction variable is in the ordinary

classification with an average value of 4.15 while

the importance variable is in the important

classification with an average value of 4.27

2. 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 of

(-0.68). This high gap means that the 3 service

variables have not met passenger expectations,

3. The value of the passenger satisfaction index is

97%, meaning that based on the passenger's

perception the services provided by Komodo

Labuhan Bajo Airport are good.

4. There are 3 service variables that require the

main priority of service improvement from

Labuhan Bajo Airport, NTT, namely (1) var 02,

suitability of seating capacity in the waiting

room, (2) var 06, availability and adequacy of the

number of trolleys and (3) var 20 , Wifi facilities

and public internet access are available and

functioning.

5. There are 5 variables in the basic factor group,

namely: 1) Var1, Maintained and available

cleaning facilities at airport terminals, (2) Var2,

suitability of seating capacity in waiting rooms,

(3) Var5, airport terminal lighting system

sufficient, (4) Var16, Availability and adequacy

of commercial area (canteen/restaurant) and (5)

Var24, Availability of smoking room facilities

(smooking area).

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