PENGEMBANGAN MANAJEMEN PELAYANAN KALIBRASI ALAT NAVIGASI PENERBANGAN DENGAN PENDEKATAN METODE IMPORTANCE-PERFORMANCE ANALYSIS (IPA)

Abstract

<p>Flight safety is very much determined by the performance of navigation aids, as well as the<br />correctness of flight procedure guidelines. The BBKFP Center as the only aviation<br />equipment calibration service agency has a strategic role for aviation safety in a<br />sustainable manner. The purpose of this research is to map the performance of BBKFP<br />and the assessment of users of calibration services to provide recommendations, in<br />particular, the future calibration service development strategy, and the management of<br />calibration of aviation navigation equipment in general. The research method uses a case<br />study with the Importance-Performance Analysis method approach to measuring the extent<br />of the relationship between the level of user satisfaction and the performance of flight<br />navigation tool calibration services based on 12 standard service indicators. The results<br />found that the highest level of service was the standard document calibration process of<br />100% and the lowest level of service was timeliness of service by 64%. The factor that still<br />needs immediate improvement is the timeliness of service and the Management System and<br />Service Procedures. While the factors that must be corrected but not immediately their<br />characteristics include Complaint Services; Demand-Supply Balance, Service Rates,<br />Service and Internal Supervision Meeting.</p>