Analysis of Passenger Satisfaction on Green Airport Blimbingsari International Service
DOI:
https://doi.org/10.52728/ijjm.v3i4.609Keywords:
Green Airport, passanger Satisfaction, IPA, servqual gapAbstract
Since 2019, Blimbingsari Airport has been designated as an International Airport with a green airport concept. This airport has received the most prestigious award in The 2022 Aga Khan Award for Architecture. Several energy efficiencies and conservation program initiatives certainly have an impact on the service facilities provided. However, this program implies an increase in the number of passengers. This increase certainly requires attention to be studied further because it is related to the airport's ability to serve the needs of service users. This study was conducted to determine the service quality of Blimbingsari International Airport based on passenger perceptions. 100 respondent were randomly selected to be the research sample. This study uses 5 (five) service quality dimensions which include 7 service variables to measure airport service quality. Data collection was carried out in mid-June 2022 by distributing a Likert scale 5 questionnaire. Data analysis used the IPA and Servqual gap methods. Based on the results of data analysis, it can be seen that there are 7 (four) service variables that are important to determine the quality of airport terminal services, namely (1) the ease of passengers in obtaining information, (2) the reliability of airport facilities and equipment, (3) the coolness and comfort of the airport terminal. , and (4) a clean airport terminal room. The servqual gap shows that 5 (five) dimensions of service quality are positive. Based on these results, it can be concluded that the service quality of Blimbingsari International Airport is very satisfying for passengers.
Downloads
References
Allen, J., Bellizzi, M. G., Eboli, L., Forciniti, C., & Mazzulla, G. (2020). Latent factors on the assessment of service quality in an Italian peripheral airport. Transportation Research Procedia, 47, 91–98. https://doi.org/10.1016/j.trpro.2020.03.083
Antwi, C. O., Fan, C., Ihnatushchenko, N., Aboagye, M. O., & Xu, H. (2020). Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction. Journal of Air Transport Management, 89, 101869. https://doi.org/10.1016/j.jairtraman.2020.101869
Barakat, H., Yeniterzi, R., & Martín-Domingo, L. (2021). Applying deep learning models to twitter data to detect airport service quality. Journal of Air Transport Management, 91, 102003. https://doi.org/10.1016/j.jairtraman.2020.102003
Basuki, A. T., & Prawoto, N. (2019). Analisis Regresi dalam Penelitian Ekonomi dan Bisnis (A. T. Basuki (ed.); 3rd ed.). RajaGrafindo Persada. https://www.rajagrafindo.co.id/produk/analisis-regresi-dalam-penelitian-ekonomi-bisnis-ilengkapi-aplikasi-spss-eviews/
Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68(4), 3–18. https://doi.org/10.1108/TR-09-2013-0047
Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2021). Measurement model of passengers’ expectations of airport service quality. International Journal of Transportation Science and Technology, 10(4), 342–352. https://doi.org/10.1016/j.ijtst.2020.11.001
Christine, N., & Setyanto, Y. (2021). PR Function in City Branding. Advances in Social Science, Education and Humanities Research, 570(Icebsh), 857–862. https://doi.org/10.2991/assehr.k.210805.135
Creswell, J. W., & Creswell, J. D. (2018). Research design: qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications, Inc. https://edge.sagepub.com/creswellrd5e
Dambagolla, & Sumanasiri. (2020). Passenger Satisfaction with the Quality of Service Offered at the Bandaranaike International Airport (BIA). Asian Journal of Economics, Business and Accounting, 6, 30–45. https://doi.org/10.9734/ajeba/2020/v15i430220
DBpedia. (2022). Banyuwangi International Airport. Dbpedia.Org. https://dbpedia.org/describe/?uri=http%3A%2F%2Fdbpedia.org%2Fresource%2FBanyuwangi_International_Airport
Direktorat Jenderal Perhubungan Udara. (2019). Data Bandar Udara. Kementerian Perhubungan. https://hubud.dephub.go.id/hubud/website/BandaraDetail.php?id=206
Fraser, K., Gunawan, J., & Goh, M. (2013). Facility management teams. Journal of Facilities Management, 11(3), 253–265. https://doi.org/10.1108/JFM-04-2012-0023
Ghozali, I. (2016). Aplikasi Analisis Multivariete dengan Program IBM SPSS 23 (I. Ghozali (ed.); 8th ed.). Badan Penerbit Universitas Diponegoro. http://kin.perpusnas.go.id/DisplayData.aspx?pId=218217&pRegionCode=UN11MAR&pClientId=112
Halpern, N., & Mwesiumo, D. (2021). Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online. Research in Transportation Business & Management, 41, 100667. https://doi.org/10.1016/j.rtbm.2021.100667
Hong, S.-J., Choi, D., & Chae, J. (2020). Exploring different airport users’ service quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52, 101917. https://doi.org/10.1016/j.jretconser.2019.101917
Hong, S., Choi, D., & Chae, J. (2020). Exploring different airport users’ service quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52, 101917. https://doi.org/10.1016/j.jretconser.2019.101917
Lee, K., & Yu, C. (2018). Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews. Journal of Air Transport Management, 71, 28–44. https://doi.org/10.1016/j.jairtraman.2018.05.004
Mainardes, E. W., Melo, R. F. S. de, & Moreira, N. C. (2021). Effects of airport service quality on the corporate image of airports. Research in Transportation Business & Management, 41, 100668. https://doi.org/10.1016/j.rtbm.2021.100668
Martin-Domingo, L., Martín, J. C., & Mandsberg, G. (2019). Social media as a resource for sentiment analysis of Airport Service Quality (ASQ). Journal of Air Transport Management, 78, 106–115. https://doi.org/10.1016/j.jairtraman.2019.01.004
Mayasari, D. (2022, September 24). Sabet Penghargaan Terbaik Dunia, Ini Konsep Green Airport Bandara Internasional Banyuwangi. Times Indonesia, 1–5. https://www.timesindonesia.co.id/peristiwa-daerah/429800/sabet-penghargaan-terbaik-dunia-ini-konsep-green-airportbandara-internasional-banyuwangi
Mesfautri, A. N. (2017). The Influence Of People, Service and Facilities on Customer Satisfaction at PT. Angkasa Pura I (Persero) Juanda International Airport Surabaya. Jurnal Ilmiah Mahasiswa FEB, 5(2), 1–10. https://jimfeb.ub.ac.id/index.php/jimfeb/article/view/3898
Moro, S., Lopes, R. J., Esmerado, J., & Botelho, M. (2020). Service quality in airport hotel chains through the lens of online reviewers. Journal of Retailing and Consumer Services, 56, 102193. https://doi.org/10.1016/j.jretconser.2020.102193
Noels, J. (2018). What Is SPSS and its Important in Research & Data Analysis. Medium. https://johnnoels.medium.com/what-is-spss-and-its-importance-in-research-data-analysis-5f109ab90da1#:~:text=SPSS (Statistical package for the,surveys%2C data mining%2C etc.
Nurgiyantoro, B., Gunawan, & Marzuki. (2017). Statistik Terapan Untuk Penelitian Ilmu Sosial (Teori dan Praktik dengan IBM SPSS 21). Gajah Mada University Press. https://opac.perpusnas.go.id/DetailOpac.aspx?id=1134777
Parasuraman, A. P., Berry, L. L., & Zeithaml, V. . (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420–450. https://psycnet.apa.org/record/1992-37673-001
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://www.semanticscholar.org/paper/SERVQUAL%3A-A-multiple-item-scale-for-measuring-of-Parasuraman-Zeithaml/d26a2423f00ca372b424a029ae22521299f00ede
Prebezac, D. (2010). Passenger Perceptions Of Airport Service Performance - A Three-Dimensional Importance-Performance Analysis. Acta Turistica, 22(2). https://www.cabdirect.org/cabdirect/abstract/20113072930
Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40–48. https://doi.org/10.1016/j.jretconser.2018.10.006
Santoso, S. (2014). Statistik Non Parametrik Konsep dan Aplikasi dengan SPSS (1st ed.). Elex Media Komputindo. https://opac.perpusnas.go.id/DetailOpac.aspx?id=889344
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D – MPKK (I). Alfabeta. https://cvalfabeta.com/product/metode-penelitian-kuantitatif-kualitatif-dan-rd-mpkk/
Sugiyono. (2022). Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif, Kombinasi dan R&D) (3rd ed.). Alfabeta. https://cvalfabeta.com/product/metode-penelitian-bisnis-pendekatan-kuantitatif-kualitatiff-kombinasi-dan-rd/
Vashishth, A. (2021). Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research. Services Marketing Quarterly, 42(3), 1–26. https://doi.org/http://dx.doi.org/10.1080/15332969.2021.1976552
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
