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Analisa Kepuasan Pelanggan Bandar Udara Hang Nadim Batam

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Analisa Kepuasan Pelanggan Bandar Udara Hang Nadim Batam Jurnal Integrasi Article History vol. 4, no. 2, 2012, 159-167 Received 20 August 2012 ISSN: 2085-3858 (print version) Accepted 21 September 2012 Analisa Kepuasan Pelanggan Bandar Udara Hang Nadim Batam Rusda Irawati1*, Aditya Wirangga2* and Shinta Wahyu Hati 3* Batam PolytechnicsParkway Street, Batam Centre, Batam 29461, Indonesia e-mail: [email protected], [email protected], [email protected] Abstrak: Performance measurement of airport BP Batam as the only airport in Batam, comprehensively and continuously need to continue to do so that the parties can know the condition of the Airport management achievement of its performance, evaluate and subsequently a chance to take a strategic decision as well as operational in order to create improved service and performance improvements in the future.The purpose and objective of this research are: (1) To know the influence of the quality of the service for customers satisfaction at the airport Hang Nadim Batam, (2) to know the levels of customers satisfaction at the airport Hang Nadim Batam. From the results of data processing using regression analysis , get the conclusion that, the biggest impact on customer satisfaction is derived from dimension Reliability, Assurance, Tangible, Emphaty and Responsiveness. The influence of service quality on customer satisfaction was at 48 %, and other factors beyond the quality of the service, an influential amounting to 52 %. There is a direct relationship between significant variable quality of service with customer satisfaction, on average 77% declare satisfied, with the sequence of service quality is responsivenes ( 85 % ) , tangible ( 80 % ) , reliability ( 80 % ) , assurance ( 78 % ) , and empaty ( 73 % ). Generally average the satisfaction of passengers and users bandara Hang Nadim , was in the category of 3 ( quite satisfied ). Interval in this category is at the level of 0.75 to 0.99 Key words: customer satisfaction, service quality, dimension of quality Abstrak: Pengukuran kinerja bandara yang dikelola BP Batam, satu-satunya bandara yang ada di Batam perlu dilakukan secara terpadu dan berkelanjutan. Sehingga pihak-pihak yang berkepentingan mengetahui kondisi pencapaian kinerja manajemen bandara, mengevaluasi dan selanjutnya mempunyai kesempatan untuk mengambil keputusan-keputusan strategis dalam operasionalnya untuk menghasilkan perbaikan layanan dan kinerja di masa yang akan datang. Tujuan dari penelitian ini adalah (1) Untuk mengetahui sejauhmana besaran tingkat kepuasan penumpang Bandara Hang Nadim Batam diukur dari dimensi kualitas layanan tangibles, reliability, responsiveness, assurance, dan empathy, (2) Untuk mengetahui bagaimana usaha yang dilakukan untuk memberikan layanan yang bisa meningkatkan kepuasan penumpang dan pengguna layanan Bandara Hang Nadim Batam. Dari hasil pengolahan data dengan menggunakan analisis regresi didapatkan kesimpulan bahwa, kepuasan pelanggan terbesar didapatkan dari dimensi Reliability, Assurance, Tangible, Emphaty and Responsiveness. Pengaruh kualitas jasa terhadap kepuasan pelanggan adalah 48% dan pengaruh dari variabel di luar analisis penelitian sebesar 52%. Terdapat hubungan langsung yang signifikan antara variabel kualitas jasa dengan kepuasan pelanggan, rata-rata 77% menyatakan puas, dengan urutan dimensi kualitas jasa responsif ( 85 % ), tangible ( 80 % ), reliability ( 80 % ), assurance ( 78 % ), dan empathy ( 73 % ). Secara umum, rata-rata kepuasan penumpang dan pengguna bandara hang Nadim berada pada kategori 3 (cukup puas). Kategori intervalnya adalah pada level 0,75 sampai dengan 0,99. Kata kunci: Kepuasan pelanggan, service quality (kualitas jasa) dan dimensi kualitas 1. PENDAHULUAN pihak manajemen Bandara dapat mengetahui kondisi pencapaian kinerjanya, mengevaluasi dan Lingkungan usaha sepuluh tahun yang lalu jauh selanjutnya berpeluang mengambil keputusan berbeda jika dibandingkan dengan saat ini. strategis maupun operasional dalam rangka Semakin tingginya tuntutan dan harapan menciptakan perbaikan pelayanan dan masyarakat terhadap layanan bandara di Batam peningkatan kinerja di masa mendatang. Salah saat ini tentu harus disikapi secara tepat agar satunya adalah dengan jalan melakukan penilaian Bandara yang dikelola oleh BP Batam bisa kinerja yang bersumber dari pihak eksternal memberikan layanan terbaik. Untuk itu, organisasi. Agar dapat mengidentifikasi pengukuran kinerja Bandara BP , yaitu Bandara bagaimana tingkat kepuasan dari para pelanggan Hang Nadim secara komprehensif dan terhadap layanan Bandara tersebut, perlu berkesinambungan perlu terus dilakukan agar dilakukan pengukuran kepuasan pelanggan. 159 | Jurnal Integrasi | 2012 Vol. 4(2) 159-167 | ISSN: 2085-3858 probabilitas yang dilakukan berdasarkan kebetulan yaitu siapa saja yang secara Permasalahan kebetulan bertemu dengan peneliti (Sugiyono, 2000). 1. Sejauhmana tingkat kepuasan Sampel yang diambil berkisar 10% dari rata-rata penumpang Bandara Hang Nadim Batam jumlah penumpang yang dilayani bandara Hang diukur dari dimensi kualitas layanan Nadim per bulannya (3000-4000 orang tangibles, reliability, responsiveness, assurance, dan empathy penumpang). Jumlah sampel yang diambil 2. Bagaimana usaha yang dilakukan untuk adalah 300 orang dan berjaga-jaga jika terjadi memberikan layanan yang bisa kesalahan pengisian kuesioner, maka jumlah meningkatkan kepuasan penumpang dan sampel ditambah menjadi 350 orang dan pengguna layanan Bandara Hang Nadim kuesioner yang terisi dengan benar berjumlah Batam 349 orang. Tujuan Penelitian Pada penelitian ini digunakan Skala Likert, karena yang akan diukur adalah sikap, 1. Untuk mengetahui sejauhmana besaran pendapat dan persepsi seseorang tentang tingkat kepuasan penumpang Bandara sebuah fenomena maupun pengukuran Hang Nadim Batam diukur dari dimensi terhadap status sosial ekonomi, kelembagaan, kualitas layanan tangibles, reliability, pengetahuan, kemampuan dan proses kegiatan responsiveness, assurance, dan empathy lainnya maka digunakan Skala Likert 2. Untuk mengetahui bagaimana usaha (Sugiyono, 2000). Dengan menggunakan skala yang dilakukan untuk memberikan Likert, variabel yang akan diukur dijabarkan layanan yang bisa meningkatkan menjadi indikator variabel. Selanjutnya untuk kepuasan penumpang dan pengguna keperluan analisis kuantitatif, maka pada lembar layanan Bandara Hang Nadim Batam jawaban itu diberi skor mulai dari 5 sampai dengan 1. Manfaat Penelitian Sebelum kuesioner disebarkan pada responden, 1. Secara teoritis hasil penelitian ini dapat dilakukan uji validitas konstruksi (construct digunakan dalam mengembangan teori validity) dan uji validitas isi (content validity) khususnya tingkat kepuasan pelanggan dengan hasil sebagai berikut: dengan pelayanan yang diberikan oleh B andar Udara Hang Nadim Batam secara keseluruhan Uji Validitas Konstruksi (Construct Validity). 2. Secara praktis hasil penelitian ini Uji validitas konstruksi dilakukan dengan bermanfaat untuk memberikan mengkorelasikan masing-masing faktor gambaran yang lebih riil khususnya terhadap nilai total. Indikator kepuasan tentang kondisi pelayanan oleh B andar konsumen meliputi lima faktor yaitu : tangible, Udara Hang Nadim Batam dengan reliability, responsiveness, assurance dan kepuasan yang diterima oleh pelanggan empathy. Selanjutnya faktor tangible dan diharapkan dapat dijadikan bahan dikembangkan menjadi empat (4) pertimbangan dalam menyusun pertanyaan, reliability dikembangkan menjadi kebijakan oleh manajemen b a n d a r a empat (4) pertanyaan, faktor responsiveness Hang Nadim Batam dan pihak terkait dikembangkan menjadi lima (5) pertanyaan, dalam memberikan pelayanan kepada faktor assurance dikembangkan menjadi lima pelanggannya. (5) pertanyaan dan faktor empathy dikembangkan menjadi enam (6) pertanyaan. 3. METODE DAN HASIL Uji validitas konstruksi pada penelitian ini Penelitian ini menggunakan data primer dilakukan dengan penyebaran kuisioner melalui survei. Data yang dikumpulkan terhadap 35 responden, dengan menggunakan adalah kualitas pelayanan, harapan dan teknik korelasi product moment, yakni dengan kepuasan konsumen yang terhadap Bandara melakukan korelasi antar skor faktor dan skor Hang Nadim. Populasi pada penelitian ini total seluruh item dari tiap faktor agar dapat adalah penumpang pesawat udara domestik yang diketahui valid tidaknya faktor tersebut. berangkat dari bandara Hang Nadim Batam, sedangkan teknik pengambilan sampelnya Uji Reliabilitas Instrumen dilakukan dengan cara accidental sampling Pengujian reliabilitas variabel dapat dilakukan yaitu teknik pengambilan sampel non secara eksternal maupun internal (Sugiyono, 160 | Jurnal Integrasi | 2012 Vol. 4(2) 159-167 | ISSN: 2085-3858 2000). Secara eksternal pengujian dapat dilakukan dengan test- retest (stability), equivalent dan gabungan keduanya. Secara internal reliabilitas variabel dapat diuji dengan menganalisis konsistensi butir-butir yang ada 3. PEMBAHASAN pada variabel dengan menggunakan pengujian realibilitas instrumen internal consistency dengan Bandara Hang Nadim adalah Bandar Udara Teknik Belah Dua (split half) dengan rumus Internasional yang berada di Pulau Batam dengan Spearman Brown, menghasilkan nilai r1 sebagai letak koordinatnya adalah 01° 07' 07" LU 104° berikut : 06' 50" BT. Panjang runway 4025 meter dengan 2.rb lebar 45 meter, arah navigasi (nomor runway) 04 r1 0,64 1 rb dan 22. Sehingga sudah bisa didarati oleh pesawat berbadan lebar seperti boeing 747 dan sejenisnya. Luas Apron 110.541,150 meter persegi. Kapasitas Apron Boeing 747=7 buah + DC=3 buah + Fokker 27 = 3 buah dan sejenis. Elevasi dari muka air laut/Mean
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