Kualitas Pelayanan dalam Perspektif Strategi Pelanggan di Bandara Sepinggan, Balikpapan
Abstract: The improvement in
the national economy the last few years was very significant role on the number
of people who traveled by air. Data from the transportation ministry said that
the growth in the number of domestic and internationa passengers have increased
by 10 – 15%. PT Angkasa Pura 1 is responsible for managing the existing
airports in the central and eastern parts of indonesia, one of which is
Sepinggan Airport. This airport is expected to drive economic growth in the
region Borneo. Sepinggan Airport was included i the category of favorite
airport and the most populous in Indonesia, but the physical condition and the
service were still relatively minimal. The focus of this study was to determine
the quality of service in perspective customer of customer strategy at
Sepinggan Airport of Balikpapan City. The purpose of this study was to
determine the quality of service to customers in a strategy perspective of
Sepinggan Aiport. The approach used to describe the problem was theories of
David Osborne dan Peter Plastik on customer strategy. The method used was
qualitative, type of research was exploratory and to determine research
informants was conducted by using purposive sampling. The result of this study
concluded that the quality of existing services in Sepinggan Airport viewed
from the customer strategy theory standpoint, the result were still lacking,
especially with regard to quality assurance tool approach. Result of this
studies using Competitive Preference Sepinggan Airport had good result and
approaches that had the best outcome for assessing the quality of care in
Sepinggan Airport was customer choice approach.
Keyword: Service Quality,
Customer Strategy
Penulis: Verryza Agridita
Taufana
Kode Jurnal: jpadministrasinegaradd120109
