Proceedings of the 1st International Conference on Research in Social Sciences and Humanities (ICoRSH 2020)

The Improvement of Service Quality for Passengers through the Development of Airport Facilities

Authors
Ristiani, Esti Nur Wakhidah, Dani Triwayudi, Amar Sadli
Sekolah Tinggi Teknologi Kedirgantaraan, Bantul, Indonesia
*Corresponding author email: ristiani@sttkd.ac.id
Corresponding Author
Ristiani
Available Online 16 November 2021.
DOI
10.2991/assehr.k.211102.075How to use a DOI?
Keywords
arrival; departure; facilities; security check point; service
Abstract

One dimension to see aspects or characteristics which describe the quality of an airport is the physical evidence of its facilities. The passenger terminal development becomes the analysis concept which later can be an evaluation whether this expansion truly shows the efforts of airport management to have a commitment in prioritizing quality service to passengers. Analysis in this research is measuring the extent of conducted expansion which becomes parts of improving quality service. This research includes case study by gathering acquired data from library study and documentation which was received from airport manager in 2019. The minimum standard for departure room, arrival room and security check points at domestic passenger terminal is determined based on the needs of space, which refers to SNI 03-7046-2004 about Indonesia National Standard of Airport’s Passenger Terminal. Finally, the results are compared and analyzed by existing condition and situation before the airport developed. The results show that departure room, arrival room and security check point facilities at passenger terminal Adi Soemarmo Boyolali International Airport have fulfilled the airport facility operation technical requirements as recorded on SNI 03-7046-2004. Compared to the existing condition, the results of these numbers increase because the airport has recently been developed with a purpose to facilitate the possibility of an increase in the number of future passengers. Although the condition of facilities show that the airport still meets the service standards, development is still being done based on the increased number of passengers. As a result, the development also indirectly increases the quality of service to passengers. Some things can be suggested from this study such as an evaluation during holiday and high or peak season. Pandemic can also be one of the causes of differences from developed facility occupancy

Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the 1st International Conference on Research in Social Sciences and Humanities (ICoRSH 2020)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
16 November 2021
ISBN
978-94-6239-448-3
ISSN
2352-5398
DOI
10.2991/assehr.k.211102.075How to use a DOI?
Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Ristiani
AU  - Esti Nur Wakhidah
AU  - Dani Triwayudi
AU  - Amar Sadli
PY  - 2021
DA  - 2021/11/16
TI  - The Improvement of Service Quality for Passengers through the Development of Airport Facilities
BT  - Proceedings of the 1st International Conference on Research in Social Sciences and Humanities (ICoRSH 2020)
PB  - Atlantis Press
SP  - 596
EP  - 600
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.211102.075
DO  - 10.2991/assehr.k.211102.075
ID  - 2021
ER  -