Performance Excellence in Business: Perspectives of Industrial and Systems Engineering Using Fuzzy ServQual and Structural Equation Modeling (SEM)

Abstract

First, as background of this paper, PT. Angkasa Pura II as part of Soekarno Hatta International Airport (SHIA) management in Indonesia, has been preparing for Asean Economic Community (AEC) 2015. The objective of this paper is to assess airport performance through evidences that Industrial and System Engineering (SYS Eng) influences mentioned Performance (PER Frm). Second, the method utilizes Structural Equation Modeling (SEM) through interviews, questionnaires, and statistical method as its exposition about SYS Eng that influences Performance. Third, the Result in SEM, represents Validity Test of Indicator, Reliability Test, and Level of Suitability Model. Fourth, as Conclusion, SYS Eng influences Performance of 0.81 Level. That influence level is acceptable level and proven by results of SEM Model by its Variables of SE and Performa; Constructs and Questionnaires. Those results are beneficial for SHIA and larger audience as benchmark and future research. Thus, this paper achieves its objectives to assess airport performance.