This study aims to obtain the Airport Passenger Experience Model in Terminal 1 of Soekarno-Hatta International Airport as a Low-Cost Carrier Terminal. Development of a passenger activity service model to address the gap between the level of importance and service perceived by business and leisure passenger types at all travel touch points in service processing activities and non-processing activities. This study uses 50 service attributes and 100 samples of respondents. The questionnaires were distributed twice. The first questionnaire uses the Quality Function Deployment (QFD) method to determine the performance of each service attribute through identification of passenger needs and desires (Needs). The second questionnaire uses the Analytic Hierarchy Process (AHP) to obtain a ranking or priority order based on the level of importance of airport passengers (Importance). The results of the formulation of the House of Quality (HoQ) from a combination of QFD and AHP analysis methods get 5 priority programs (Panca Programs) from 17 Needs & Importance technical responses, including Customer Centric, Strategic Approach to Customer Service, Innovative, Sense of Place and Positive Ambiance. These have been adapted to the types of business passengers and leisure passengers at Terminal 1 Soekarno-Hatta Airport as a template for the Airport Passenger Experience Model for Low-Cost Carrier Terminals. If the manager of Terminal 1-BSH can carry out the five priority technical responses, then it can meet the needs of airport passengers by contributing 53.73% and if the sixth to tenth priority technical response is also carried out, it will increase the airport passenger experience by contributing as much as 84.80% as optimization of airport service performance at Terminal 1 Soekarno-Hatta Airport.
Bandara Internasional Soekarno Hatta (CGK) saat ini bukan hanya menjadi bandara tersibuk di Indonesia, namun telah menjadi bandara tersibuk di wilayah Asia Pasifik. Lonjakan penumpang tiap tahunnya tidak sebanding dengan kapasitas terminal sehinggal mengalami overcapacity. Penelitian ini bertujuan untuk penilaian kapasitas dan alur kerja Terminal 1 dengan mengidentifikasi pola perilaku penumpang (passenger behavior) dalam penggunaan waktu pemrosesan fasilitas (processing time), antrian penumpang (passenger queueing), ruang (space) dan jumlah faslitas yang dibutuhkan (number of facilities). Selanjutnya akan dilakukan implementasi konsep dynamic capacity dalam peningkatan kapasitas Terminal 1 Bandara Internasional Soekarno Hatta sehingga dapat memberikan usulan perubahan/rekomendasi dalam mengatasi overcapacity yang terjadi. Analisis yang dilakukan menggunakan implementasi konsep dynamic capacity pada jam puncak (peak hour) dengan pembatasan pada area sisi udara yang dianggap tidak mempengaruhi kapasitas terminal. Pendekatan keseimbangan kapasitas (balancing capacity) digunakan dalam analisis ini dalam penentuan kapasitas setiap fasilitas pemrosesan (processor) Terminal 1 dengan mempertimbangkan bottleneck yang terjadi sehingga didapatkan peningkatan kapasitas menjadi 3 kali dari kapasitas Terminal 1 Bandara Internasional Soekarno Hatta. Setiap sub terminal 1 mempunyai kapasitas 3.000.000 penumpang/tahun yang dapat ditingkatkan menjadi 10.090.000 penumpang/tahun dengan beberapa perubahan yang harus dilakukan meliputi pengurangan waktu pemrosesan (processing time), penambahan area (space), penyesuaian tingkat layanan dan penambahan fasliltas yang dapat mempercepat waktu pemrosesan (processing time)
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