Kinerja Terminal Penumpang Bandar Udara Internasional Sultan Syarif Kasim II Pekanbaru Berdasarkan Waktu Pelayanan dan Persepsi Penumpang

SISWANTO, Dr. Ir. Dewanti, M.S.

2015 | Skripsi | S1 TEKNIK SIPIL

Meningkatnya jumlah penumpang Bandara Pekanbaru tiap tahun perlu dibarengi dengan peningkatan kualitas pelayanan di terminal keberangkatan. Setiap proses harus ditangani secepat mungkin agar penumpang tidak terlambat boarding. Penelitian ini dilakukan untuk memahami kinerja terminal keberangkatan penumpang berdasarkan waktu pelayanan dan persepsi penumpang terhadap waktu pelayanan. Informasi mengenai waktu pelayanan penumpang diperoleh melalui survei di terminal keberangkatan domestik yang dianalisis menggunakan konsep teori antrian, kemudian dibandingkan dengan standar menurut Skep.284/X/1999 dan kriteria oleh Horonjeff (2010). Informasi mengenai persepsi penumpang diperoleh melalui kuesioner dengan penggolongan persepsi menggunakan skor hipotetik Hasil penelitian menunjukkan, rerata waktu pelayanan di pemeriksaan tiket 3,9 detik; passenger security screening I 18,5 detik; check-in counter 115,2 detik; dan passenger security screening II 22,9 detik. Berdasarkan data ini, waktu pelayanan penumpang sudah memenuhi standar. Selain itu, sebagian besar responden (lebih dari 60%) memberikan persepsi baik di keempat fasilitas pelayanan tersebut. Sehingga dapat dikatakan kinerja terminal keberangkatan penumpang domestik sudah baik.

The increasing of passengers in Pekanbaru Airport should be followed by the improvement of service quality in departure terminal. Every steps should be handled as soon as possible in order that the passengers be on time before boarding to the aircraft. This research is held to understand the performance in departure terminal based on the service time and passengers perception through the service time. The information about passengers service time is obtained by survey in domestic departure terminal which be analized using the queuing theory concept, then compared with the standard in Skep.284/X/1999 and Horonjeff's criteria (2010). The information about passengers perception is obtained using questionair which is classified based on hipotetical score method. The results show that the average of service time in ticket inspection is 3,9 second; passenger security screening I is 18,5 second; check-in counter is 115,2 second; and passenger security screening II is 22,9 second. Based on these data, the service time is comfirmed the standard. Beside that, most of respondences (over 60%) gave good perception in four service facilities. So, it can be concluded that the performance of passenger departure gate is appropriate.

Kata Kunci : bandar udara, kinerja terminal keberangkatan, waktu pelayanan, persepsi penumpang