Analysis of Infrastructure Service Satisfaction at Zainuddin Abdul Madjid International Airport in Central Lombok

Abstract

This study aims to examine the level of performance and service quality affecting customer satisfaction at Zainuddin Abdul Madjid International Airport and to determine the priority factors for increasing customer satisfaction with services at Zainuddin Abdul Madjid International Airport. Customer satisfaction is a feeling that feels fulfilled, feels happy, feels safe about the services and facilities provided. The method used is quantitative with Multiple Linear Regression analysis and Analytical Hierarchy Process (AHP), simple random sampling technique was used on 96 respondents. The results showed that the value of the regression coefficient for service quality (X2) was 0.242 and had a positive effect on customer satisfaction at Zainuddin Abdul Madjid International Airport, while service performance had no significant effect on customer satisfaction. While the results of the Analytical Hierarchy Process (AHP) show the priority factors for increasing customer satisfaction with services at Zainuddin Abdul Madjid International Airport, it can be seen from the results of a comparison of alternative factors which show that the service quality factor is in the first rank with a weight value of 0.5427 and Assurance has the lowest weight value of 0.03529. In the comparison of the criteria factors, it shows that the Assurance criterion has the lowest weighted value so it is expected that Zainuddin Abdul Madjid International Airport officers can provide clear and easy-to-understand information about service procedures to customers/service users.