Analisis Tingkat Kepuasan Penumpang Terhadap Pelayanan Fasilitas Terminal Keberangkatan Bandar Udara Komodo, Labuan Bajo

Abstract

Labuan Bajo is a prioritized tourism area, so the presence of Komodo airport is an important component. Therefore, adequate facilities are needed to serve the needs of service users. The research aims to determine the level of service facilities and passenger satisfaction on the departure path of Komodo Airport in accordance with regulations. Observations were made of 100 passengers out of a total of 185,197 passengers. The analytical method used is importance performance analysis (IPA) to measure the level of passenger satisfaction. The results show that the service level of the facilities is in accordance with the regulations, but the departure and check-in counter facilities are not in accordance with the regulations, so it needs to be improved. Based on the IPA analysis, the level of passenger satisfaction shows that in general passengers are satisfied with the existing service facilities with a conformity level of 89.66%, but aspects of area arrangement and the friendliness of the check-in area staff, the number of counters and the number of toilets on the departure route do not give satisfaction to passengers.