Analisis Kualitas Pelayanan Terminal Kargo Bandara Dengan Jaringan Probabilistik

Abstract

Pengukuran kualitas pelayanan di bandara dapat memberikan banyak masukan penting bagi manajemen bandara terutama dalam menentukan strategi pengelolaan bandara yang baik. Penelitian ini bertujuan untuk mengkaji hubungan kausal faktor-faktor yang diasumsikan dapat mempengaruhi proses pelayanan di terminal kargo. Model hubungan kausal dibangun berdasarkan persepsi kepuasan pengguna jasa terhadap kinerja fasilitas, kinerja Sumber Daya Manusia (SDM), dan kinerja pelayanan di terminal kargo bandara. Pengembangan model hubungan kausal menggunakan metode jaringan probabilistik. Hasil analisis pada kasus terminal kargo Bandara Juanda - Surabaya menunjukkan bahwa peningkatan kinerja fasilitas dan kinerja SDM dapat meningkatkan kinerja pelayanan di terminal kargo. Adapun faktor-faktor penting yang mempengaruhi peningkatan kinerja PELAYANAN adalah fasilitas penyimpanan barang, kelengkapan atau ketersediaan peralatan penanganan barang di apron, dan keterampilan kerja dan pengetahuan petugas terminal kargo.

[Quality Analysis of Cargo Terminal Services Using Probabilistic Networks] Service quality measurement at the airport can give a lot of essential input for the airport management, especially in determining the appropriate airport management strategy. This study aims to assess the causal relationship of several factors that are assumed may affect the service process at the cargo terminal. The causal relationship model is built on the perception of the service user satisfaction on the performance of the facilities, the performance of Human Resources (HR), and the performance of services at the airport cargo terminal. Thedevelopment of causal relationship model using probabilistic networks. The analysis results on the case of cargo terminal of Juanda Airport in Surabaya show that the performance improvement of facilities and HR can improve the performance of services in the cargo terminal. Furthermore, the important factors that affect the performance improvement of SERVICES arethe storage facilities, the availability of handling equipment in apron, and the skill and knowledge of the officer in the cargo terminal.