Analisis Kinerja Pelayanan Menggunakan AHP (Analytical Hierarchy Process) Pada Terminal Penumpang di Bandar Udara Banyuwangi. (Banyuwangi Airport Terminal Passenger Service Study Using Analytic Hierarchy Process (AHP).

Nugroho, Deden (2025) Analisis Kinerja Pelayanan Menggunakan AHP (Analytical Hierarchy Process) Pada Terminal Penumpang di Bandar Udara Banyuwangi. (Banyuwangi Airport Terminal Passenger Service Study Using Analytic Hierarchy Process (AHP). Masters thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Banyuwangi Airport is one of the rapidly growing air transportation facilities in East Java, serving local passengers and tourists. As a primary gateway to tourist destinations in Banyuwangi and its surroundings, the airport plays a significant role in supporting community mobility and the growth of the tourism sector. The passenger terminal is a crucial component of airport operations, functioning as the main service hub that provides various facilities and services, including check-in, security, waiting areas, and commercial zones. Therefore, evaluating the quality of terminal services is essential to maintaining high service standards. This study is based on Minister of Transportation Regulation No. 41 of 2023 concerning Airport Service Standards, particularly focusing on variables outlined in Articles 12 to 15. The research employs the Analytical Hierarchy Process (AHP) method, enabling the identification of the most influential service factors affecting passenger satisfaction and prioritizing aspects that require improvement. The results show that the highest-rated variables are circulation area services (56.6%), lighting (39.9%), and internet/wifi facilities (38.8%). Conversely, the variables with the lowest ratings include departure waiting room (3.7%), facilities for special needs passengers/disabilities (3.6%), and smoking room facilities (1.0%). These findings provide actionable insights for terminal management to focus on improving the areas with the lowest satisfaction levels to better meet user expectations.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Airport Services, Analysis of Hierarchical Process (AHP)
Divisions:	Fakultas Teknik > magister teknik sipil
Depositing User:	MTS Magister Teknik Sipil 2025
Date Deposited:	07 Mar 2001 18:25
Last Modified:	24 Jan 2002 16:04
URI:	http://repository.untag-sby.ac.id/id/eprint/37642

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