SERVQUAL method in developing customer satisfaction system: PT Angkasa Pura I (Persero)

Evi Triandini, M. P. Firly Aswin and H. Ni Putu Nanik

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Abstract

I Gusti Ngurah Rai International Airport is a public service company that must pay attention to customer satisfaction. Therefore, A Strategic Business Unit has to manages the customer satisfaction system. However, this unit only has a system that can be use to input and display satisfaction and complaints from customers. The development of customer satisfaction system needs to be applied by applying the dimensions of the SERVQUAL method which is expected to facilitate PT. Angkasa Pura I (Persero) improves service quality. The waterfall method is used in research for the development of the system, while the structured method is used to analyze and design the system. The results show that the five dimensions of service satisfaction are in the quite satisfied range. The score is in the range of 2-3. The score implication shows that I Gusti Ngurah Rai airport service quality is quite satisfying for consumers.