Analisis Gap Servicescape Dimensi Servqual dengan Metode Fuzzy di Bandara Dhoho
DOI:
https://doi.org/10.54324/j.mtl.v13i2.1995Keywords:
servicescape, servqual, fuzzy method, dhoho airport, passengers’ satisfactionAbstract
Kualitas layanan di bandara menjadi faktor penting dalam menciptakan kepuasan penumpang, namun sering ditemukan kesenjangan antara harapan dan persepsi pengguna, khususnya pada aspek servicescape. Penelitian ini bertujuan menganalisis gap antara harapan dan persepsi penumpang terhadap layanan servicescape di Bandara Dhoho, Kediri yang merupakan bandara yang dikelola oleh PT Angkasa Pura I. Penelitian dilakukan di terminal kedatangan dan keberangkatan dengan pendekatan kuantitatif. Data diperoleh dari 72 responden penumpang menggunakan teknik simple random sampling. Analisis data menggunakan metode fuzzy logic untuk menangani ambiguitas persepsi, melalui tahapan fuzzifikasi, defuzzifikasi, dan perhitungan gap antara tingkat kepentingan dan kepuasan. Instrumen penelitian diuji validitas dan reliabilitasnya melalui korelasi product moment dan metode Cronbach Alpha. Hasil menunjukkan bahwa lima dimensi Service Quality (tangibles, reliability, responsiveness, assurance, dan empathy) telah memenuhi harapan penumpang, meskipun terdapat gap positif yang menandakan potensi peningkatan layanan. Dimensi assurance mencatat gap terkecil, mengindikasikan perlunya peningkatan pada aspek kepercayaan dan jaminan layanan. Temuan ini diharapkan dapat menjadi acuan dalam perumusan strategi peningkatan kualitas layanan di Bandara Dhoho.References
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