Evaluasi Kinerja Angkutan Logistik Melalui Bandar Udara Haluoleo Dengan Metode Importance Performance Analysis Dan Customer Satisfaction Index

Abstract

Performance Evaluation is a system and how to determine the work ofindividuals, employees, work units and organizations as a whole thatare used to ensure the achievement of goals and objectives. The purpose of this study is to analyze the level of importanceand customer satisfaction on service and position of each variablewhen associated with performance indicators and service usersatisfaction in the terminal of Haluoleo Airport cargo. Performance Evaluation at Haluoleo Airport Logistics Terminalcan be measured by several indicators to determine the level ofimportance and satisfaction felt by the customers. To know the level ofimportance and satisfaction in the use of approach through analysis ofImportance Performance Analysis of interest analysis and performanceanalysis, each using a 5 Likert scale. Based on the analysis, the value ofcustomer satisfaction is 88%, which means the service criteria are verysatisfied and the quality of service at the Haluoleo Airport cargoterminal is in very good condition based on the user's rating. Overallthe value of customer satisfaction for service performance is 0.88 withthe criteria of service users feel very satisfied for the performance.