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.
References
Anggraini, D., Panji, D., and Morita. 2014. The analysis of consumer perception used Importance Performance Analysis method and Customer Satisfaction Index. Jurnal Industri, Vol. 4, No. 2, 74 – 81.
D. Jani and H. Han. 2014. Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry, Int. J. Hospitality Manage., vol. 37, pp. 11–20.
Deng, J., and Pierskalla, C. 2018. Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA. Sustainability, 10(3), 704.
Fakhri, Q., and Herry, H. 2014. The Influense of service quality dimensions on cutomer satisfaction and customer loyality in PT. JNE north Bandung area. Journal of Business and Manajement, Vol. 3, No. 5, 546-556.
Fandy, Tjiptono, and Chandra. 2015. Service, Quality Satisfaction. Yogyakarta : Andy Offset.
Fornell, C. 1992. A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, Vol. 56, pp. 6-21.
G. Dominici and R. Guzzo. 2020. Customer satisfaction in the hotel industry: A case study from sicily,’’ Int. J. Marketing Stud., vol. 2, no. 2, pp. 3–12.
G. Prayag, S. Hassibi, and R. Nunkoo. 2019. A systematic review of consumer satisfaction studies in hospitality journals: Conceptual development, research approaches and future prospects. J. Hospitality Marketing Manage., vol. 28, no. 1, pp. 51–80, doi: 10.1080/19368623.2018.1504367.
Han, X., Fang, S., Xie, L., and Yang, J. 2019. Service fairness and customer satisfaction. Journal of Contemporary Marketing Science. doi:10.1108/jcmars-01-2019-0003
H. Oh and K. Kim. 2017. Customer satisfaction, service quality, and customer value: Years 2000–2015, Int. J. Contemp. Hospitality Manage., vol. 29, no. 1, pp. 2–29, doi: 10.1108/ijchm-10-2015-0594.
P. Tussyadiah. 2016. Factors of satisfaction and intention to use peer-topeer accommodation, Int. J. Hospitality Manage., vol. 55, pp. 70–80, doi: 10.1016/j.ijhm.2016.03.005.
Jou, R.-C., and Day, Y.-J. 2021. Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking. Sustainability, 13(4), 2043.
Kotler, and Philip. 1997. Dasar-Dasar Pemasaran, Edisi kedua, Jilid I, Erlangga, Jakarta. Alfabeta.
Kotler, and Philip. 2000. Manajemen Pemasaran, Edisi Milenium, Jakarta, Prehallindo.
Kotler, and Philip. 2003. Manajemen Pemasaran. edisi kesebelas, Jakarta: Indeks kelompok Gramedia.
Kwon, M., Remøy, H. & Van Den Dobbelsteen, A. 2019. User-focused office renovation: a review into user satisfaction and the potential for improvement, Property Management, Vol. 37 No. 4, pp. 470-489. https://doi.org/10.1108/PM-04-2018-0026
L. Ren, H. Qiu, P. Wang, & P. M. C. Lin. 2016. Exploring customer experience with budget hotels: Dimensionality and satisfaction. Int. J. Hospitality Manage., vol. 52, pp. 13–23. doi: 10.1016/j.ijhm.2015.09.009.
Li, M., Ma, Y., & Cao, P. 2020. Revealing Customer Satisfaction With Hotels Through Multi-Site Online Reviews: A Method Based on the Evidence Theory. IEEE Access, 8, 225226–225239.
Marcel, & Davidson. 2013. Service Quality in Concept and Theory. Published by American Press, USA.
Mariana, O., Harnen, S., & Zainul, A. 2015. Kajian tingkat kepuasan dan kinerja pelayanan terminal penumpang domestik diBandara Internasional Juanda Surabaya. Jurnal Rekayasa Sipil, Vol. 9, No. 3 – 2015 ISSN 1978-5658.
Marzolina, & Restuti. 2010. Analisis kepuasan pelanggan (penumpang domestik) terhadap kualitas pelayanan pada PT. Angkasa Pura II (Persero) Cabang bandara Sultan Syarif Kasim II Pekanbaru. Jurnal Ekonomi, Vol. 18, No.1.
Muhammad, A. 2019. Kualitas Pelayanan publik dibandara Internasional Sultan Hasanuddin Makassar. Jurnal ACADEMICA Fisip Untad, Vol. 03, No. 02 Oktober 2011. 729.
Ruhimat, A. 2018. Kepuasan Pelanggan. PT. Gramedia Pustaka Utama. Jakarta.
Samuelson, Jeniston. 2000. Application of Quality Service Theory. Published by John Wiley and Sons, USA.
Suryawan, S & Dharmayanti, D. 2013. Analisa Hubungan Antara Experential Marketing, Customer Satisfaction Dan Customer Loyalty Cafe Nona Manis Grand City Mall Surabaya. Jurnal Manajemen Pemasaran. 2 (3) : 3
Stemvelt, & Robert, C. 2014. Perception of Service Quality. Allyn and Bacon, Massachusetts.
Tri, K. (2014). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Bank Jatim cabang Klampis Surabaya. Jurnal Ilmu & Riset Manajemen, Vol.3, No.10.
Tjiptono, & Fandy. 2004. Kepuasan dalam Pelayanan. Penerbit Salemba Empat, Jakarta.
T. Radojevic, N. Stanisic, & N. Stanic. 2017. Inside the rating scores: A multilevel analysis of the factors influencing customer satisfaction in the industry. Cornell Hospitality Quart., vol. 58, no. 2, pp. 134–164. doi: 10.1177/1938965516686114
W. G. Kim, M. Cho, & R. A. Brymer. 2020. Determinants affecting comprehensive property-level hotel performance: The moderating role of hotel type,’’ Int. J. Hospitality Manage., vol. 34, pp. 404–412
Yong, C.Z., Yun, Y.W., & Loh, L. 2003. The Quest for Global Quality. Pustaka Delapratasa, Jakarta.
Z. Xiang, Z. Schwartz, J. H. Gerdes, & M. Uysal. 2020. What can big data and text analytics tell us about hotel guest experience and satisfaction. Int. J. Hospitality Manage., vol. 44, pp. 120–130.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.