| Jurnal Angkasa Tahun 2010 Oleh Gunawan |
ANALISIS KUALITAS PELAYANAN PENUMPANG PESAWAT UDARA DENGAN MENGGUNAKAN METODE QFD |
| ABSTRAK |
| The objective of this research is to identify the variables of service quality of airport passenger service as reference in improving and increasing the service quality that has been provided by airport Adisutjipto to its consumers. The method used in this research is a qualitative model of service quality measurement (ServQual) developed by Parasuraman et.al, physical measurements PJP2U service standards established by the Director General of Civil Aviation and continued with Gap Analysis and Quality Function Deployment (QFD). This research has provided results of 35 variables have a negative gap, while the remaining 4 variables have a zero gap. Using physical measurements there are 5 forms of service under the service standards set by the government, while the remaining 5 forms of service was on the service standards set by the government. From the result of the analysis of physical measuring and Quality Function Development it can be identified the main priority of the improvement of service quality that must be conducted by the management of airport Adisutjipto to 27 attributes of technical characteristics. Key Words: Airport, ServQual, Gap, QFD |
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