Abstract
This research aims to determine and examine mountainously about the satisfaction of airlines and Perum lppnpi management through of air traffic flow management in I Gusti Ngurah Rai International Airport. This research used qualitative method with research subject namely airline, ATFM Operator and Perum lppnpi management. Data collection technique was carried out by in-depth interview. Researchers implement the adoption Zeithaml and Bitner's Servqual Technique. The result of data analysis in this study indicate that the quality of service through ATFM are well guarded, but significantly factor of that quality is reliability, why? Because the consumer has been satisfied with a good service, fast and punctuality.
Highlights
ABSTRAK Penelitian ini bertujuan untuk mengetahui dan mengkaji lebih dalam mengenai bagaimana kepuasan maskapai penerbangan dan manajemen Perum LPPNPI terhadap air traffic flow management di Bandara Internasional I Gusti Ngurah
The result of data analysis in this study indicate that the quality of service through ATFM are well guarded, but significantly factor of that quality is reliability, why? Because the consumer has been satisfied with a good service, fast and punctuality
Penelitian ini menggunakan teknis SERVQUAL yang menunjukkan bahwa segala aspek kualitas pelayanan sangatlah terjaga dengan baik, akan tetapi yang sangat berpengaruh untuk penelitian ini berdasarkan hasil wawancara adalah Reliabilty, mengapa demikian karena pengguna jasa dalam hal ini maskapai penerbangan puas dengan pelayanan yang ramah, cepat dan tepat waktu
Summary
Hal ini sudah dapat diwakilkan oleh pengelolaan ATFM di Bandar Udara Internasionl I Gusti Ngurah Rai, yang mana dikelola oleh Pengelola Jasa Penerbangan yaitu PERUM LPPNPI (AIRNAV) Cabang Denpasar sudah mampu berkoordinasi secara masih melalui digital, selain melalui aplikasi koordinasi umum seperti Whatsapp, Telegram, dan lainnya.
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