Fabrin, Bonavantura (2022) Analisis Peningkatan dan Kepuasan Penumpang Terhadap Tingkat Pelayanan Fasilitas Terminal Keberangkatan Bandar Udara Internasional Komodo Labuan Bajo. Undergraduate thesis, Fakultas Teknik Universitas Merdeka Malang.

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Abstract

Labuan Bajo is a priority tourism area, so the existence of Komodo InternationalAirport is an important component. Therefore, it is necessary to improve servicefacilities in serving the needs of service users. This study aims to determine whetherthe level of service facilities on the departure route of Komodo International Airportis in accordance with existing regulations and to determine the level of passengersatisfaction with service facilities on the departure route. The visitor populationduring 2021 is 185,197 people. The sample in this study were passengers waiting forthe scheduled departure in the waiting room, the number of respondents wascalculated by the Slovin formula as many as 100 respondents, the sample collectionused a questionnaire. The sampling technique uses Probability Sampling. Theanalytical method used is importance performance analysis (IPA) to measure thelevel of passenger satisfaction. The results showed that in general the level of servicefacilities on the departure route was in accordance with the regulations, but thecurb/departure limit and check-in counter facilities were not in accordance with theregulations so they needed to be improved. Based on the IPA analysis, the level ofpassenger satisfaction shows that in general, passengers are satisfied with theexisting service facilities with a level of conformity of 89.66%, but several aspectssuch as the arrangement of the area and the friendliness of the check-in area staff,the number of check-in counters and the number of toilets on the departure route donot give a positive result. satisfaction for passengers.

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