ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION USING CUSTOMER SATISFACTION INDEX AND IMPORTANCE-PERFORMANCE ANALYSIS METHODS IN PT. ANGKASA PURA II, BRANCH SULTAN SYARIF KASIM II AIRPORT, PEKANBARU

Abstract

This study aimed to determine service quality provided by PT. Angkasa Pura II in serving customers by using the 5 dimensions, namely Assurance, Reliability, Tangibility, Empathy and Responsiveness. The methods used were Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The questionnaires were distributed to 106 respondents using the purposive sampling method. The results of data processing using Importance-Performance Analysix`s (IPA), based on the Cartesian diagram, eleven attributes included are in quadrant I, namely attributes in which performance needs to be improved and evaluated every month to find out customer desires. Nine attributes are included in quadrant II, namely attributes that need to be maintained and have satisfied customers. Five attributes are included in Quadrant III, namely attributes that have low priority and attributes that are included in quadrant IV, namely attributes that are considered less important by customers but the performances of PT. Angkasa Pura II in those attributes are very good. The results show that the overall level of customer satisfaction (based on the CSI value) is 0.75 and is in the range of values from 0.66 to 0.80 indicating that the visitor satisfaction index is in a satisfied category.

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