Fulfilment Quality of Service at El Tari Airport Kupang for

Increasing Satisfaction Passenger

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

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.

INTRODUCTION

Air transportation as a mode of transportation

has

a major advantage, namely the relatively faster

speed factor when compared to land and sea

transportation modes. The development of air

transportation at the national level is directed as a

superior mode of transportation for the movement of

people between provinces, between islands and

abroad (Miro, 2012). An airport is an outlet that

directly serves the movement of people and goods

from / to overseas areas. Muttaqin et al, (2009) stated

that economic growth and local advantages require

increased local infrastructure development including

air transportation.

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 information development encourages

transportation service users to be increasingly critical

of public services, by proactively communicating

with consumers to find out the dynamics of consumer

needs, therefore it is necessary carried out continuous

improvement of public services (continuous

improvement).

The development of airport traffic requires good

facilities and infrastructure as well as services so that

it can accommodate the movement of air traffic flow

and provide comfort for air transportation service

users, the better and complete the existing facilities

and infrastructure the better the efficiency and level

of service based on applicable minimum standards

(Frans,dkk,2014).

El Tari International Airport is an airport located

in the city of Kupang - East Nusa Tenggara and is the

main gateway for tourists to eastern Indonesia,

especially foreign tourists. Throughout 2019, El Tari

Airport has served as many as 1,859,268 passengers

with an increase in international passengers from

1,480 passengers in 2018 to 7,989 passengers, or an

increase of 440 percent. Meanwhile, aircraft

movement traffic was recorded to have served as

many as 25,987 aircraft movements with

international aircraft movement traffic increasing

from 115 to 206 movements or an increase of 79

percent. Accordingly, the total traffic of cargo

movements increased by 15 percent or increased

from 6,955 tons to 7,979 tons of cargo transported,

with an increase in international cargo traffic of 71

percent (Barata,2020). The increase in traffic,

1334

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

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

DOI: 10.5220/0010965000003260

In Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science (iCAST-ES 2021), pages 1334-1339

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)

especially the movement of international passengers,

aircraft and cargo at El Tari Airport, is a potential

market for business actors. Especially after El Tari

Airport has completed development in 2020. The

increase in aviation service users at El Tari Kupang

Airport is very high, this is evidenced by the frequent

accumulation of passengers due to inadequate

terminal and aircraft transport capacities. In order to

become an airport with a high level of service

satisfaction, the management of El Tari Airport must

provide its best service to users.

Based on the description above, it is necessary to

conduct research to find out how passengers'

perceptions of services at El Tari Kupang Airport?

Importance Performance? and find out whether the

service variables are included in the basic factor

group in the Kano model?. The limitation of the

problem in this study is the passenger's perception of

services at El Tari Kupang Airport (Subekti,2016) .

RESEARCH METHODOLOGY

2.1 Research Stages

The research stages began with initial

observation,

data collection, data processing and

analysis, to

drawing conclusions and suggestions.

This research

starts from identifying problems that

occur after

making direct observations in the study

area. This

was done to determine problems that

occurred in the

study area. The study area and scope

of problems to

be discussed are also limited. The

analysis stage is

a follow-up after data processing is

complete. The

purpose of this stage is to understand

and analyze

the results of data processing in depth.

The analysis

is carried out by testing the validity and

reliability of

service quality, Importance Performance

Analysis

(IPA) is used to compare the extent to

which the

performance of an activity perceived by

users or

customers is compared to the level of

satisfaction

desired / felt, Gap Analysis (Pranidiwya,

2015). The

difference or distance between the

expectations or

the level of interest of the passengers

and the services

received by the passengers results in

service quality

based on the perceptions of the

passengers

themselves and the Kano Model aims to

categorize

the product/ service attributes that are

able to

satisfy customer needs. The data and images

Kano's analysis used an interest classification

diagram based on explicit and implicit importance

classifications. Implicit interest is the interest

obtained from the correlation between the interests of

one another using the Spearman correlation

coefficient. Explicit interest is the interest expressed

or determined directly by consumers (Wijaya,2011).

2.2 Data Collection

There are 4 stages of data collection methods,

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 data collection method by compiling a written

list of questions or questionnaires to respondents,

making it easier to process data. The third stage is a

literature study and the last is a research instrument, a

research instrument used in the form of a list of

questions or a questionnaire consisting of 35

questions about the importance of service quality at

airports and 35 questions about the performance of

service quality services at airports. Before the

questionnaire is used, it is necessary to test the

validity and reliability of the questionnaire with 100

respondents.

RESULT AND DISCUSSION

3.1 Determination of Number of

Samples

The total population is calculated as the average

number of passengers from 2014 to 2019, so that

the

total population used in this study is 335650

passengers. The sample size used in this study is :

= 99 rounded to 100 samples

3.2 Reliability and Validity Test

This study uses 35 service variables referred to

the Regulation of the Minister of Transportation

Number PM 178 of 2015 concerning Airport Service

User Service Standards. The items of the research

variables were statistically tested to determine their

validity and reliability. The Cronbach alpha

coefficient value of a total of 35 interest-level

variables is 0.937. The cronbach alpha coefficient

value 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 provides a

Cronbach alpha value> 0,60. This

means that the

variables of the level of importance

and satisfaction

are reliable for use in research. The

validity test was

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

1335

performed by using 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 the level

of importance. The value of r

table for a sample size

of 100, with a significance of

1% is 0.256. Table 1

below presents the value of the

Pearson correlation

coefficient on the 35 variables of

the level of

importance and level of satisfaction.

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

variables of the level of importance and the 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's Correlation Coefficient Value on 31

Interest Level Variables and Satisfaction Level.

Variable R table

Value

Level of

Interest

Correlation

Coefficien

Satisfaction

Level

Correlation

Coefficient

Validity

Variable

1 0.256 0.476* 0.442* Vali

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 0.533* 0.525* Valid

Variable

7 0.256 0.634* 0.542* Valid

Variable

8 0.256 0.614* 0.545* Valid

Variable

9 0.256 0.644* 0.630* Valid

Variable

10 0.256 0.687* 0.687* Valid

Variable

11 0.256 0.692* 0.692* Valid

Variable

12 0.256 0.663* 0.663* Valid

Variable

13 0.256 0.651* 0.651* Valid

Variable

14 0.256 0.627* 0.627* Valid

Variable

15 0.256 0.674* 0.674* Valid

Variable

16 0.256 0.694* 0.694* Valid

Variable

17 0.256 0.533* 0.533* Valid

Variable

18 0.256 0.632* 0.632* Valid

Variable

19 0.256 0.693* 0.693* Valid

Variable

20 0.256 0.613* 0.613* Valid

Variable

21 0.256 0.605* 0.605* Valid

Variable

22 0.256 0.454* 0.454* 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 0.686* 0.686* Valid

Variable

30 0.256 0.688* 0.688* Valid

Variable

31 0.256 0.641* 0.641* Valid

Variable

32 0.256 0.670* 0.670* Valid

Variable

33 0.256 0.620* 0.620* Valid

Variable

34 0.256 0.624* 0.624* Valid

Variable

35 0.256 0.565* 0.565* Valid

3.3 Interest Level Analysis

The questionnaire used uses a Likert scale 5.

Each

item/ variable is scored according to the

answer

from the respondent. A scale of 1 means

unimportant

and a scale of 5 means very important.

There are 35

variables and 100 respondents used in

the analysis

of research data. The following table 2

presents the

total value/ score and average of the 35

variables of

importance level at El Tari Kupang

Airport.

Table 2: Values/ Scores and Average Weights of 35

Variables of Interest Level at El Tari Kupang Airport.

No Variable

Total

Score

Average

Maintained and available

cleanliness facilities at the

airpor

terminal

475 4.75

Appropriate

seating capacity in the

waiting roo

452 4.52

Adequacy of luggage service

equipment

411 4.11

Availability of facilities for air

circulation (AC, fan)

418 4.18

5 Sufficient airport terminal lighting/

lighting syste

443 4.43

6 Availability and adequacy of the

number of trolley

456 4.56

7 Checkin counters were clean

and tidy

417 4.17

8 Sufficient number and area of

check in counters

408 4.08

9 Public Information System

(announcement) facility availability

416 4.16

10 Availability of facility flight

progress display (FIDS

413 4.13

11 Clarity of information from the

public address system (signage)

474 4.74

12 Information center counter facilities

that are easy to find and informative

443 4.43

13 The coolness and comfort

of the

passenger waiting room

440 4.4

iCAST-ES 2021 - International Conference on Applied Science and Technology on Engineering Science

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Table 2: VALUES/Scores and Average Weights of 35

Variables of Interest Level at El Tari Kupang Airport (cont.).

Variable

Total

Score

Average

14 The availability of complete

and

eas

to fin

toilet

facilities

416 4.16

15 Cleanliness and comfort of toilet

facilities

413 4.13

16 Availability and adequacy of

commercial areas (canteens/

restaurants)

435 4.35

17 Availability of computer

facilities

for online ticket

purchases

407 4.07

18 Availability and comfort of prayer

rooms/ places of orship

416 4.16

19 Availability of facilities for charging

electronic devices (charging)

413 4.13

20 Wi-Fi facilities and public

internet

access are available

and functional

474 4.74

21 Availability of special room

facilities for mothers and babies

(nursery)

408 4.08

22 The availability of clean and

comfortable children's playroom

facilities

418 4.18

23 Availability of facilities for

assengers with special needs

414 4.14

24 Availability of smoking room

facilities (smooking area)

473 4.73

25 Availability of ATM and money

change

facilities

409 4.09

26 Availability of lounge executive

waiting roo

special

417 4.17

27 The availability of adequate

arking area facilities

414 4.14

28 Cleanliness and neatness of the

appearance of the

officers

420 4.2

29 Friendliness & ability of officers in

serving

408 4.08

30 Availability of further transport

information from

the airport

417 4.17

Easy access

and transportation from/

to the

airport

415 4.15

32 Cabin crew convey information

during the

flight, are responsive,

skilled, friendly and well

groomed

and polite

472 4.72

33 The facilities provided on board are

to serve

passengers in good

condition an

clean

408 4.08

There is a vehicle parking space

for 80% of the busy time

passengers

417 4.17

35 Available facilities for getting on

and off the plane

(use of jet bridge)

414 4.14

Total 14964 149.64

427.54 4.28

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

average value of the 35 level of interest variables

ranges from 4.07 to 4.75. The variables are

maintained and the availability of cleanliness

facilities at the airport terminal, wifi facilities and

public internet access that are available and

functioning and the clarity of information on the

public address system (signage) has the highest

average value. This means that passengers consider

this variable important to be provided by airports in

serving passengers. While the variable availability of

computer facilities for online ticket purchases is the

variable with the lowest average value, this means

that passengers do not consider this facility important

in the service of El Tari Kupang airport. Overall, the

average of the 35 research variables showed a value

of 4.28. This means that 35 service variables have an

important meaning for passengers in supporting

service activities at airports.

3.4 Analysis of Satisfaction Level

The satisfaction level variable also consists of

items 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 shows satisfactory service and

number 5 means that the service is very satisfying for

passenger. Table 3 below presents the total value/

score and average of 35 variables for the level of

service satisfaction at El Tari Kupang Airport.

Figure 1: The Importance Performance Quadrant of El Tari

Airport

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

service variables that are in quadrant 1. These

variables are (1) variabel ke-2, suitability of seating

capacity in the waiting room, (2) variabel ke-6,

availability and adequacy of the number of trolley

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

1337

and (3) variabel ke-21 , The availability of special

room facilities for mothers and babies (nursery). The

variables in quadrant 1 are important variables that

must be given top priority for service improvement

from El Tari Kupang 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.

This difference illustrates the distance that exists

between the value of satisfaction/ performance and

the value of importance. Table 3 below presents the

difference/ gap between the average level of

importance and satisfaction on each service variable

at El Tari Kupang Airport.

Table 3: Difference / Gap between Interest Levels and

Satisfaction of El Tari Kupang A irport

Service Variables.

Variable

Average

Satisfaction

Performance

(

)

Average

Interest

(Y)

Difference

/ Gap

Variable

1 4.76 4.75 0.01

Variable

3.81 4.52 -0.71

Variable

3.55 4.11 -0.56

Variable

4 4.19 4.18 0.01

Variable

4.45 4.43 0.02

Variable

3.84 4.56 -0.72

Variable

7 4.2 4.17 0.03

Variable

3.95 4.08 -0.13

Variable

4.18 4.16 0.02

Variable

4.14 4.13 0.01

Variable

4.75 4.74 0.01

Variable

4.45 4.43 0.02

Variable

4.42 4.4 0.02

Variable

4.18 4.16 0.02

Variable

4.14 4.13 0.01

Variable

4.65 4.35 0.3

Variable

3.7 4.07 -0.37

Variable

18 4.2 4.16 0.04

Variable

4.14 4.13 0.01

Variable

4.75 4.74 0.01

Variable

21 4.35 4.08 0.27

Variable

3.55 4.18 -0.63

Variable

4.16 4.14 0.02

Variable

24 4.74 4.73 0.01

Variable

3.98 4.09 -0.11

Variable

4.18 4.17 0.01

Variable

27 4.15 4.14 0.01

Variable

28 4.21 4.2 0.01

Variable

29 4.09 4.08 0.01

Variable

30 4.19 4.17 0.02

Variable

31 4.16 4.15 0.01

Variable

32 4.73 4.72 0.01

Variable

33 4.09 4.08 0.01

Variable

34 4.18 4.17 0.01

Variable

35 3.78 4.14 -0.36

Figure 2: Classification of Implicit and Explicit Interest

Variables at El Tari Kupang Airport.

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

service variables that have a negative gap value. This

means that the gap between the value of satisfaction /

performance and the value of the level of importance

of passengers, not all of the attributes meet passenger

expectations. The three variables with the highest

negative value are variabel ke-2 The suitability of

seating capacity in the waiting room is (-0.71),

variabel ke-6 The availability and adequacy of the

number of trolley is (-0.72), and variabel ke-22 The

availability of clean and clean children's playroom

facilities comfortable at (-0.63). This shows that

passengers feel the highest dissatisfaction with the

service aspects at El Tari Kupang Airport. Three

variables with the smallest minimum value are var 25

Availability of ATM and money changer facilities (-

0.11), variabel ke-8 Sufficient number and area of

check-in counters (-0.13) and variabel ke-35

Available facilities for boarding and alighting ) (-

0.36).

This shows that passengers feel

low

dissatisfaction with the service aspects at El Tari

Kupang Airport. The results of the gap analysis can

be concluded that based on passenger perceptions,

the service variables at El Tari Kupang Airport are

still below passenger expectations.

iCAST-ES 2021 - International Conference on Applied Science and Technology on Engineering Science

1338

3.6 Analysis of Services with the

Kano Model

The Kano model is used to determine the

service

variables included in the basic factors. If

there are

variables that fall into this category, the

airport

should make service improvements so that it

can

achieve passenger satisfaction. The level of

implicit

importance is obtained from the correlation

coefficient between variable items 1, 2, 3 and so on

up to 35 on the total score of the level of importance.

Spearman correlation in the SPSS program is used to

calculate the value of the implicit importance.

There are 5 service variables that are in

performance group 1, namely: (1) variabel ke-11,

clarity of information from the public address system

(signage), (2) variabel ke-12, information center

counter facilities that are easy to find and

informative, (3) variabel ke-13, Coolness and the

comfort of the passenger waiting room, (4) Variabel

ke-20, Wi-Fi facilities and public internet access that

are available and functioning, and (5) variabel ke-32,

cabin crew delivers information during the flight,

responsive, skilled, friendly and well-groomed and

polite. Based on the canoe model, it can be seen that

the variables in the basic factor group are variables

that are basic needs that must be met by El Tari

Kupang Airport. Apart from the variables in the basic

factor group, El Tari Airport must also pay attention

to the service variables in the performance group 1

(important).

If the variables in this group are met, El Tari

Airport can increase passenger satisfaction, and vice

versa, if not met, it can reduce passenger satisfaction.

4 CONCLUSION

Based on the results of data analysis, it can be

concluded that:

Passenger perceptions of service quality at El Tari

Kupang Airport indicate that overall the

satisfaction variable is in the normal classification

with an average value of 4.20 while the interest

variable is in the important classification with an

average value of 4.28

There are 3 service variables at El Tari Airport

which have the highest negative gap value, the

highest is Variabel ke- 2. The suitability of

seating capacity in the waiting room is (-0.71),

Variabel ke- 6 The availability and adequacy of

the number of trolley is (-0.72), and Variabel ke-

22. The availability of clean and comfortable

children's playroom facilities of (-0.63). This high

gap means that the 3 service variables have not

met passenger expectations.

The value of the passenger satisfaction index is

84.85%, which means that based on passenger

perceptions, the services provided by El Tari

Airport are good (good),

There are 3 service variables that require the main

priority of service improvement from El Tari

Kupang Airport, namely Variabel ke-2, suitability

of seating capacity in the waiting room , Variabel

ke-6, Availability and adequacy of the number of

trolley and Variabel ke-21, the availability of

special room facilities for mothers and babies

(nursery)

There are 5 variables in the basic factor group,

namely: (1) Variabel ke-1, Maintained and

available cleanliness facilities at the airport

terminal, (2) Variabel ke-2, suitability of seating

capacity in the waiting room, (3) Variabel ke-5,

terminal lighting Sufficient airport, (4) Variabel

ke- 6, Availability and adequacy of the number of

trolley, and (5) Variabel ke-24, Availability of

smoking room facilities (smooking area).

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

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