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Analisis Kualitas Pelayanan Terminal Bandar Udara Berdasarkan Persepsi Penumpang (Studi Kasus : Bandar Udara Sentani Jayapura) Subekti, Sitti
Warta Penelitian Perhubungan Vol 26, No 5 (2014): Warta Penelitian Perhubungan
Publisher : Sekretariat Badan Penelitian dan Pengembangan Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (237.117 KB) | DOI: 10.25104/warlit.v26i5.897

Abstract

Bandar udara merupakan komponen penting dalam pelayanan transportasi udara. Peningkatan jumlah penumpang, kargo dan pergerakan pesawat pada bandar udara memerlukan perhatian untuk dikaji lebih lanjut. Hal ini berkaitan dengan kemampuan suatu bandar udara untuk melayani kebutuhan para pengguna jasa. Penelitian ini dilakukan untuk mengetahui kualitas pelayanan bandar udara berdasarkan persepsi penumpang.  Terdapat 45 responden yang terpilih secara acak untuk menjadi sampel penelitian. Penelitian ini menggunakan 5 (lima) dimensi kualitas jasa yang meliputi 18 variabel jasa untuk mengukur kualitas layanan terminal bandara. Pengumpulan data dilakukan pada pertengahan Juni 2014 dengan menyebarkan kuesioner skala likert  5. Analisis data menggunakan metodeImportance Performance Analysis, analisis gap dan Customer Satisfaction Index. Berdasarkan hasil analisis data dapat diketahui terdapat 4 (empat) variabel jasa yang penting untuk mengetahui kualitas pelayanan terminal Bandara yaitu (1) kemudahan penumpang dalam memperoleh informasi, (2) keandalan fasilitas dan peralatan bandar udara,  (3) kesejukan dan kenyamanan terminal bandar udara, dan (4) ruang terminal bandar udara yang bersih. Analisis gap  menunjukkan 5 (lima) dimensi kualitas  jasa bernilai negatif. Nilai indek kepuasan konsumen (Customer Satisfaction Index) pelayanan terminal penumpang Bandar Udara Sentani Jayapura sebesar 69.52% yang berarti kurang baik (poor). Berdasarkan hasil tersebut dapat disimpulkan bahwa kualitas pelayanan terminal penumpang belum memuaskan penumpang.
Analisis Kualitas Pelayanan Terminal Penumpang Di Bandar Udara Rendani Manokwari Subekti, Sitti
Warta Penelitian Perhubungan Vol 26, No 2 (2014): Warta Penelitian Perhubungan
Publisher : Sekretariat Badan Penelitian dan Pengembangan Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (212.683 KB) | DOI: 10.25104/warlit.v26i2.873

Abstract

Kualitas pelayanan terminal penumpang perlu diteliti untuk mendapatkan gambaran tentang variabel pelayanan terminal yang memerlukan perbaikan pelayanan.Penelitian ini dilakukan untuk menilai kualitas pelayanan terminal penumpang di Bandar Udara Rendani Manokwari berdasarkan persepsi penumpang. Penelitian ini menggunakan model servqual yang terdiri dari dimensi reliabilitas, daya tanggap, jaminan, empati dan bukti fisik, meliputi 15 variabel jasa. Terdapat 41 sampel penumpang yang secara acak terpilih menjadi sampel penelitian.Importance Performance Analysis dan Customer Satisfaction Index digunakan untuk menganalisis variabel jasa dan untuk menilai tingkat kepuasan penumpang.Berdasarkan hasil analisis diketahui terdapat 4 (empat) variabel jasa yang memerlukan perbaikan pelayanan yaitu kejelasan informasi yang diberikan (website bandara), kemudahan penumpang dalam memperoleh informasi, keandalan fasilitas dan peralatan bandar udara serta kualitas informasi yang diberikan (suara sound system).Indek kepuasan konsumen pada pelayanan terminal penumpang Bandar Udara Rendani Manokwari sebesar 68.97% yang berarti kurang baik (poor).Upaya yang dapat dilakukan untuk meningkatkan pelayanan adalah dengan membuat situs bandar udara yang mudah diakses, menambah papan pengumuman (monitor display informasi), meningkatkan kualitas dan kuantitas peralatan dan pemutakhiran peralatan sound system. Kata kunci :kualitas, pelayanan, Bandar Udara
Strategi Pengembangan Bandar Udara Komodo Labuan Bajo Subekti, Sitti; Winahyu, Sri Hapsari
Warta Penelitian Perhubungan Vol 27, No 5 (2015): Warta Penelitian Perhubungan
Publisher : Sekretariat Badan Penelitian dan Pengembangan Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (503.617 KB) | DOI: 10.25104/warlit.v27i5.800

Abstract

Bandar udara merupakan komponen penting dalam pelayanan transportasi udara. Bandar Udara Komodo Labuan Bajo sangat berperan sebagai pintu/akses wisatawan untuk mengunjungi Provinsi Nusa Tenggara Timur. Penelitian ini bertujuan untuk mengetahui strategi pengembangan Bandar Udara Komodo Labuan Bajo dalam mengantisipasi peningkatan pergerakan pesawat dan penumpang. Pengumpulan data dilakukan pada bulan Oktober 2014. Metode analisis data dengan menggunakan analisis SWOT. Hasil penelitian menunjukkan nilai IFAS sebesar 2.925 dan nilai EFAS sebesar 2.95, matrik internal eksternal menunjukkan bahwa posisi relatif Bandar Udara Komodo Labuan Bajo terletak pada koordinat (1.55 ; 1.525) dan berada di kuadran 1 (satu) dengan mendukung strategi agresif dan strategi pengembangan Bandar Udara Komodo Labuan Bajo berdasarkan analisis SWOT : a) perlunya memanfaatkan sumber daya dalam meningkatkan produksi angkutan udara, (b) perlunya mensinergikan Peraturan Daerah, Peraturan Pemerintah Pusat untuk menumbuhkan investasi di Bandar Udara dan (c) perlunya mengoptimalkan produksi bandar udara dan potensi pasar angkutan udara dengan subsidi penerbangan perintis dan penambahan rute penerbangan.
KUALITAS TINGKAT PELAYANAN MINIMUM TERMINAL KARGO DOMESTIK BANDAR UDARA Subekti, Sitti; R. Agah, Heddy; Widjajanti, Endang
Jurnal Transportasi Vol 12, No 3 (2012)
Publisher : Jurnal Transportasi

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Quality of cargo management services is primary consumer expectation indicator measured by the dimension model and the minimum service time. Likert scale of five levels is use, analyzed with Important Performance Analysis and Performance Analysis Approach to portray the user perception and expectation. Five dimensions of quality aspect are selected such as reliability, responsiveness, assurance, empathy, and physical evidence. Two air cargo companies operating at Jakarta International Airport Soekarno Hatta are selected as respondents with sample sizes of 46 and 33 are observed. A grid with four quadrants is developed. The result shows that the two operator need improvement to reach minimum service time of 30 minutes. The existing system is in a range between 46 to 51.51 minutes to finish all system services steps. To reach the minimum service time, the operator management, equipment, and tools must be improved.Keywords: Domestic terminal, cargo, service quality, Importance Performance Analysis
KUALITAS TINGKAT PELAYANAN MINIMUM TERMINAL KARGO DOMESTIK BANDAR UDARA Subekti, Sitti; R. Agah, Heddy; Widjajanti, Endang
Jurnal Transportasi Vol 12, No 3 (2012)
Publisher : Jurnal Transportasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26593/jt.v12i3.496.%p

Abstract

Quality of cargo management services is primary consumer expectation indicator measured by the dimension model and the minimum service time. Likert scale of five levels is use, analyzed with Important Performance Analysis and Performance Analysis Approach to portray the user perception and expectation. Five dimensions of quality aspect are selected such as reliability, responsiveness, assurance, empathy, and physical evidence. Two air cargo companies operating at Jakarta International Airport Soekarno Hatta are selected as respondents with sample sizes of 46 and 33 are observed. A grid with four quadrants is developed. The result shows that the two operator need improvement to reach minimum service time of 30 minutes. The existing system is in a range between 46 to 51.51 minutes to finish all system services steps. To reach the minimum service time, the operator management, equipment, and tools must be improved.Keywords: Domestic terminal, cargo, service quality, Importance Performance Analysis
Pelayanan Kargo Udara di Terminal Kargo Domestik Bandar Udara Soekarno-Hatta Subekti, Sitti
WARTA ARDHIA Vol 39, No 2 (2013)
Publisher : Balitbang, Kementerian Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v39i2.112.99-112

Abstract

The compliance of users expectations on services air cargo is an important thing for organizations to face the competition of business services. Air cargo services in this study were measured with the dimensions of SERVQUAL model. Dimensions of quality that is used consist of the dimensions of reliability, responsiveness, assurance, empathy and tangible which covers 15 attributes of service. Service attribute is used to assess the quality of service warehouse operator PT Garuda Indonesia and PT Gapura Angkasa on domestic cargo terminal Soekarno-Hatta Airport. The research sample consisted of 46 service quality in the warehouse operator PT Garuda Indonesia Cargo and 33 in PT Gapura Angkasa. Service attributes were analyzed by Importance Performance Analysis. The most importances of services attributes consist of on-time delivery capabilities, delivering a record / document without errors, communication with customers and time coordination, the service immediately / quickly for customers, compensation for damages or missing items and the clarity and completeness of the operational procedures. Increased air cargo services and customer satisfaction index in the domestic cargo terminal can be done with corrective measures on the attributes of service that is located in quadrant one. Pemenuhan harapan pengguna kargo terhadap pelayanan kargo udara merupakan hal penting bagi organisasi jasa untuk menghadapi persaingan bisnis. Pelayanan kargo udara dalam penelitian ini diukur dengan dimensi model Servqual. Dimensi kualitas yang digunakan terdiri dari dimensi reliabilitas, daya tanggap, jaminan, empati dan bukti fisik yang meliputi 15 atribut jasa.Atribut jasa tersebut digunakan untuk menilai kualitas pelayanan warehouse operator PT Garuda Indonesia Cargo dan PT Gapura Angkasa pada terminal kargo Domestik Bandar Udara Soekarno-Hatta.Sampel penelitian kualitas pelayanan terdiri dari 46 pada warehouse operator PT Garuda Indonesia Cargo dan 33 pada PT Gapura Angkasa.Atribut jasa dianalisis dengan Importance Performance Analysis.Atribut jasa penting terdiri dari kemampuan pengiriman tepat waktu, menyampaikan catatan/dokumen tanpa kesalahan, komunikasi dengan pelanggan dan mengkoordnasi waktu, layanan yang segera/cepat bagi pelanggan, kompensasi untuk kerusakan atau barang hilang dan kejelasan dan kelengkapan prosedur operasional.Peningkatan pelayanan kargo udara dan indeks kepuasan pengguna di terminal kargo domestik dapat dilakukan dengan langkah perbaikan pada atribut jasa yang terletak pada kuadran satu.
Analisis Kualitas Pelayanan Terminal Kargo di Bandar Udara Juwata Tarakan Subekti, Sitti; Purnama, Muhammad Herry
WARTA ARDHIA Vol 41, No 1 (2015)
Publisher : Balitbang, Kementerian Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v41i1.142.29-38

Abstract

Bisnis angkutan kargo udara merupakan usaha yang menjanjikan sesuai dengan berkembangnya industri penerbangan di Indonesia. Hal ini ditunjukkan dengan prospek angkutan udara yang cukup baik dari sisi pertumbuhan penumpang dan kargo sehingga dibutuhkan kualitas pelayanan yang memadai. Penelitian ini dilakukan untuk menilai kualitas pelayanan terminal kargo di Bandar Udara Juwata Tarakan berdasarkan persepsi pengguna jasa. Penelitian ini menggunakan Model Servqual dengan 5 dimensi yang terdiri dari 17 atribut jasa. Terdapat 37 sampel pengguna jasa (shipper) yang terpilih secara acak. Importance Performance Analysis, analisis gap dan Customer Satisfaction Index digunakan untuk menganalisis data. Hasil analisis menunjukkan terdapat 4 atribut jasa yang memerlukan prioritas utama perbaikan pelayanan. Analisis gap terhadap 5 dimensi pelayanan menunjukkan nilai negatif. Hal ini berarti kinerja terminal kargo tersebut masih berada di bawah tingkat kepentingan penggunanya. Dimensi bukti fisik (tangible) dan empati merupakan dimensi pelayanan dengan nilai gap paling tinggi sebesar -0.93. Indek kepuasan konsumen pelayanan terminal kargo sebesar 71.94% yang berarti memerlukan perhatian (cause for concern) dari penyedia jasa/pengelola terminal kargo.[Quality Analysis Of Cargo Terminal Service At Tarakan Juwata Airport] Air freight transport is a promising business along with the development of the aviation industry in Indonesia. This promising word is indicated with the prospect of air transportation in which both passengers and cargo have positive growth trend so that adequate quality of service is needed. This study was conducted to assess the quality of service of the cargo terminal at Tarakan Juwata Airport based on the perception of service users. This study uses the Servqual model with 5 dimensions consisting of 17 service attributes. There are 37 samples of service users (shippers) who were randomly selected. Importance Performance Analysis, gap analysis and Customer Satisfaction Index were used to analyze the data. The results indicate 4 service attributes requiring high priority in service improvement. Gap analysis of 5 dimensions of service shows a negative value. It means that the performance of the cargo terminal is still below its level of importance. Dimensions of tangible and empathy are the dimensions of service with the highest gap value of -0.93. Customer Satisfaction Index of cargo terminal services is 71.94 % which means that cause for concern from the service provider/the operator of cargo terminal.
Analisis Pelayanan Maskapai Penerbangan PT “X” Rute Jakarta-Batam Berdasarkan Persepsi Penumpang Subekti, Sitti
WARTA ARDHIA Vol 39, No 3 (2013)
Publisher : Balitbang, Kementerian Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v39i3.119.207-218

Abstract

The complexity of competition in the air transport industry causing any company or airlines have to improve the quality of service to the customer. This study uses the variable consists of 23 attributes of services that includes 5 SERVQUAL dimensions namely reliability, responsiveness , empathy , assurance and tangibles . Importance Performance Analysis Methods and Customer Satisfaction Index is used to analyze the primary data . The results showed that there are three (3 ) service attributes that are in quadrant priorities for improved / enhanced service which are ( A4 ) on-time performance of airline service, (Re5) ease of reservation and ( Rs3 ) ease of buying a ticket and check -in service at the airport . Customer Satisfaction Index of PT " X " airline Jakarta - Batam route amounted to 85.61 % which is very good. Kompleksitas persaingan dalam industri angkutan udara atau penerbangan menyebabkan setiap perusahaan harus selalu meningkatkan kualitas pelayanan agar kepuasan pelanggan dapat terwujud. Penelitian ini menggunakan variabel yang dalam terdiri dari 23 Atribut jasa yang meliputi 5 dimensi model Servqual yaitu reliabilitas, daya tanggap, empati, jaminan dan bukti fisik.Metode Importance Performance Analysis dan Customer Satisfaction Index digunakan untuk menganalisis data primer tersebut. Hasil penelitian menunjukkan bahwa terdapat 3 (tiga) atribut jasa yang berada pada kuadran prioritas untuk diperbaiki/ ditingkatkan pelayanannya yaitu (A4) kinerja tepat waktu pelayanan penerbangan, (Re5) kemudahan reservasi dan (Rs3) membeli tiket dan pelayanan check in di Bandar Udara. Nilai Customer Satisfaction Index pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam adalah sebesar 85.61%. Pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam tersebut mempunyai nilai indek kepuasan penumpang yang sangat baik (very good).
KAJIAN ANGKUTAN UDARA PERINTIS KARGO DI PROPINSI PAPUA Yuliana, Dina; Subekti, Sitti; Kusumawati, Dedes; Alwi, Mohammad; Windrasari, Sri; Yusmar, Tito; Janris, Tangkas; Nusiogo, Tri
WARTA ARDHIA Vol 44, No 2 (2018)
Publisher : Research and Development Agency of The Ministry of Transportation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v44i2.336.107-122

Abstract

High logistics costs which may cause the price gap (disparity) between regions in Indonesia. The high cost of logistics in Papua is also caused by the topography of the area which is largely mountainous region so that the accessibility of people and goods will be very dependent on air transport. Air transport facilities and infrastructure in Papua are still inadequate. Purposes of the study is to investigate the mechanisms of implementation and monitoring subsidies pioneering air transport of cargo to optimize the cost of air freight pioneer in Papua Province. With the ever descriptive qualitative research methods. Based on the analysis and discussion of the Air Transport Pilot Study Implementation of Cargo in Papua it can be concluded the following matters: mplementation of pioneering air transport of cargo is required to reduce the price gap between regions in the district capital of Papua (Timika, Wamena and Yakuhimo) to the surrounding districts. Of the several routes proposed by local government district in Papua, there are 11 routes that should be a priority in the implementation of pioneering air transport of cargo, ie: Timika-Beoga, Timika-Ilaga, Timika-Sinak, Timika-Kenyam, Wamena-Mugi, Wamena-Mamit, Wamena-Mapenduma, Dekai-Silimo, Dekai-Anggruk, Dekai-Korupun dan Dekai-Ubahak. Results of calculations and estimates of the type of aircraft and payload in the district of papua, it was concluded that the aircraft type DHC-6, C208B and PILATUS PC6, with a carrying capacity / payload of 800 kg / flight - 1000 kg /flight.
Kajian Biaya Dan Waktu Perjalanan Angkutan Kargo Menuju Bandar Udara Soekarno-Hatta Subekti, Sitti
Warta Penelitian Perhubungan Vol 24, No 2 (2012): Warta Penelitian Perhubungan
Publisher : Sekretariat Badan Penelitian dan Pengembangan Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (114.344 KB) | DOI: 10.25104/warlit.v24i2.998

Abstract

Air transport cargo seniice is a form of air trn11sportation sector so as to passengers transport. TI1e mai11 and s1qrporti11g ai111ort facilities 11eeded to se11Je the needs of the users. Cargo air has been used as motivation factor level competitive business currently and become an important factor for tl1e process of s11pply chain i11 111a11y kinds of industrial activity. T1ie research using primary and seco11dar~1 data.TI1ere ·were 31 respondents participated as samples which consist of private cargo and companies cargo on domestic airport cargo ten11i11al of Soekanw-Hatta. Quantitive descriptive inethod was used to anqlyze the data with the application of MS Excell. T11e result of the study shows that a cargo transport travel expenses to Soekarno-Hatta Airport is Rp 100,000 to 200,000,. The average length of time of travel toward SoekarnoHattais between 1-2 hours.Key Words: air transport cargo service, airport, travel expenses, length of time of travel