Analysis Of Customer Satisfaction Level with Services at Notohadinegoro Jember Airport
Aldho Bagus Satria
Universitas Jember
Nunung Nuring Hayati
Universitas Jember
Rindang Alfiah
Universitas Jember
Abstract
Notohadinegoro Airport is located in Jember Regency. Notohadinegoro Airport determines the increasing potential in the development of its operations in Jember Regency. This research aims to determine the level of customer satisfaction by using strategies to improve and add facilities and infrastructure in order to provide comfort and safety to any customer at Notohadinegoro Airport in Jember Regency. The methods used are Importance Performance Analysis (IPA) and SWOT methods. The IPA method can determine the level of customer satisfaction and performance. While the SWOT method can determine the strategy of weaknesess (W), opportunities (O), strenghts (S), threats (T) by using the EFAS and IFAS matrix calculations. The results of this study found that the IPA quadrant has component indicators in quadrant A, namely toilets, places of worship, clean water, airport name monuments to be developed. SWOT analysis can obtain weaknesess (W) and opportunities (O) strategies to minimize weaknesses and take advantage of opportunities. The results of the coordinate point (x,y) obtained point (-0.16; 0.92) is located in quadrant 3 turn around start which has a large enough opportunity so that facilities and infrastructure at Notohadinegoro airport need a strategy that must be applied for airport development.
Keywords: airport, strategy, perception, IPA, SWOT
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