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18 Jurnal Gemawisata PENGARUH PELAYANAN BANDAR UDARA

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18 Jurnal Gemawisata PENGARUH PELAYANAN BANDAR UDARA PENGARUH PELAYANAN BANDAR UDARA TERHADAP KEPUASAN KONSUMEN DI BANDAR UDARA ISKANDAR PANGKALAN BUN KOTAWARINGIN BARAT KALIMANTAN TENGAH Oleh: Riad Al Hamdani1 dan Renny Aprilliyani2 ABSTRAK Bandar Udara Iskandar yang terletak di kota Pangakalan Bun adalah suatu badan usaha yang bergerak dalam bidang pelayanan jasa kebandarudaraan yang senantiasa memperhatikan kualitas pelayanan kepada stakeholders. Hal ini semakin penting mengingat konsumen pengguna pelayanan jasa Bandar Udara tidak hanya konsumen domestik namun juga konsumen asing yang memiliki ekspektasi tinggi dalam hal pelayanan. Tujuan dalam Penelitian ini adalah untuk menganalisis dan menjelaskan pengaruh pelayanan Bandar Udara terhadap kepuasan konsumen di Bandar Udara Iskandar Pangkalan Bun Kotawaringin Barat Kalimantan Tengah. Teknik pengambilan sampael dalam penelitian ini adalah mengunakan accidental sampling adalah teknik penentuan sampel berdasarkan kebetulan, yaitu siapa saja secara kebetulan bertemu dengan peneliti dapat digunakan sebagai sampel, bila dipandang orang tersebut cocok dijadikan sebagai sumber data. Sedangkan sampel data yang diambil dalam penelitian ini adalah menggunakan rumus slovin dengan tingkat kesalahan 10% yaitu dengan hasil 91 sampel. Teknik analisis data menggunakan uji validitas, reliabilitas, regresi berganda, uji t dan uji F dan koefisien determinasi. Perhitungan menggunakan program komputer SPSS for windows versi 16. Hasil dalam penelitian ini dapat disimpulkan bahwa ada Pengaruh Pelayanan Bandar Udara Terhadap Kepuasan Konsumen Di Bandar Udara Iskandar Pangkalan Bun Kotawaringin Barat Kalimantan Tengah. Dari hasil pengujian dalam penelitian ini diketahui bahwa kepuasan konsumen di Bandar Udara Iskandar Pangkalan Bun di pengaruhi oleh 3 pelayanan Bandar Udara yaitu pelayanan fasilitas, pelayanan ground handling, dan pelayanan penerbangan. Dari beberapa pelayanan Bandar Udara yang disimpulkan bahwa dimensi pelayanan penerbangan paling besar berpengaruh terhadap kepuasan konsumen dan dimensi yang paling rendah pengaruhnya adalah dimensi pelayanan ground handling. Kata Kunci : pelayanan dan kepuasan 1Mahasiswa Program Studi Manajemen Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia (STIEPARI) Semarang 2Staf Pengajar Program Studi Manajemen Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia (STIEPARI) Semarang 18 Jurnal Gemawisata ABSTRACT Iskandar Airport located in the city Pangakalan Bun is a business entity engaged in the field of airport services are always concerned about the quality of service to its stakeholders. This is increasingly important given the consumer the airport services not only domestic consumers but also foreign consumers have high expectations in terms of service. The goal in this research is to analyze and explain the effect of airport services to customer satisfaction in Iskandar Airport Pangkalan Bun, Central Kalimantan Barat Kotawaringin. Sampael retrieval technique in this research is using accidental sampling is a sampling technique based on chance, that anyone who by chance met with investigators can be used as a sample, if the person is deemed suitable as a data source. While the data sample taken in this research is to use the formula slovin with an error rate of 10% is the result of 91 samples. Data were analyzed using test validity, reliability, multiple regression, t test and F and the coefficient of determination. Calculations using the computer program SPSS for Windows version 16. The results of this research can be concluded that there Effect Airport Services Customer Satisfaction Iskandar Airport at Pangkalan Bun, Central Kalimantan Barat Kotawaringin. From the test results in this research note that customer satisfaction in Pangkalan Bun Iskandar Airport is influenced by three services namely airport facilities services, ground handling services and flight services. From the airport several services which concluded that most large service dimension affects customer satisfaction and the lowest-dimensional effect is the dimension of ground handling services. Keywords: service and satisfaction PENDAHULUAN Jarang disadari bahwa Bandar Udara berperan demikian besar bagi pembangunan suatu wilayah. Bandar Udara lebih sering dipahami sebagai tempat pemberangkatan dan kedatangan pesawat udara, dengan membawa uang yang cukup untuk membeli karcis terutama wisatawan asing dan orang-orang kaya. Jadi, Bandar Udara bersifat ekslusif hanya bagi masyarakat dan kegiatan tertentu. Pemahaman ini cukup kental dan masih hidup pada masyarakat Negara sedang berkembang, termasuk Indonesia. Kondisi seperti ini dapat mempengaruhi keputusan pemerintah dalam hal penentuan prioritas dan tingkat kepentingan dalam pengembangan fasilitas umum. Pada hal ini, dengan memperhatikan pernyataan berikut, pemahaman yang terlanjur dimiliki itu tampaknya perlu dirombak, “suatu fakta alami bahwa diantara fasilitas umum di dunia, Bandar- bandar udara memainkan peran penting dalam membentuk perwujudan 19 Jurnal Gemawisata (landscape) ekonomi, politik, dan sosial masyarakat yang dilayaninya” (Well & Young 2004). Disamping itu kemajuan sektor kepariwisataan ternyata juga telah terbukti dapat mengurangi masalah ketenagakerjaan yang dihadapi di Indonesia. Situasi itu mengingatkan kembali pada apa yang dihasilkan dari suatu perkiraan bahwa setiap satu wisatawan rata-rata menciptakan kesempatan kerja bagi Sembilan orang di tempat tujuan wisatanya. Kesempatan kerja ini terkait dengan mata rantai dalam proses pariwisata, yakni mulai dari kegiatan usaha angkutan udara, darat, dan laut (aksesibilitas), sampai seniman pertunjukan, produk baru yang bervariasi, daya tarik wisata (aktraksi), dan sebagainya. Dari semua proses pariwisata ini berpotensi untuk membuka lapangan pekerjaan bagi masyarakat sekitarnya. Bandar Udara Iskandar yang terletak di kota Pangakalan Bun adalah suatu badan usaha yang bergerak dalam bidang pelayanan jasa kebandarudaraan yang senantiasa memperhatikan kualitas pelayanan kepada stakeholders. Oleh karena itu, upaya-upaya untuk meningkatkan kualitas pelayanan selalu menjadi urutan awal dalam setiap kebijakan perusahaan, sehingga Bandar udara ini ingin meningkatkan pelayanan Bandar udara yang lebih efektik dan efisien. Disamping itu juga merupakan sarana salah satu pintu gerbang pariwisata yang ada di Pangkalan Bun. Faktor pelayanan dan keamanan menjadi salah satu kunci usaha sebagai citra jatidiri perusahaan. Pelayanan dan keamanan penerbangan sebagai salah satu jenis jasa pelayanan yang diberikan pihak Bandar Udara memiliki peran yang paling penting dalam strategis penyelenggaraan penerbangan. Penyelenggaraanya dikuasi oleh Negara dan pembinaannya dilakukan oleh pemerintah dalam suatu sistem pelayanan, keamanan dan keselamatan penerbangan sipil. Penumpang pesawat udara di Bandar Udara Iskandar Pangkalan Bun yang akan melakukan perjalanan ke luar kota Pangkalan Bun pada kenyataannya ternyata masih ada pelayanan jasa Bandar Udara seperti fasilitas fisik maupun non fisik yang masih kurang di perhatikan oleh pihak Bandar Udara. Maka terkadang masih ada beberapa penumpang mengeluh dalam kondisi ini. Hal semacam ini sering terjadi karena pihak pengelola Bandar Udara tidak memperhatikan pelayanan jasa yang diberikan kepada penumpang. Oleh karena itu, pelayanan berperan sangat penting untuk suatu kepuasan konsumen. Sebagai perusahaan milik Negara yang memberikan jasa pelayanan kepada masyarakat, Bandar Udara Iskandar dituntut untuk memenuhi hak-hak konsumen dan selalu memberikan pelayanan yang terbaik. Hal ini semakin penting mengingat konsumen pengguna pelayanan jasa Bandar udara tidak hanya konsumen domestik namun juga konsumen asing yang memiliki ekspektasi tinggi dalam hal pelayanan. 20 Jurnal Gemawisata Pemasaran jasa khususnya transportasi yang bergerak di bidang transportasi udara memang sangat bertumpu pada jasa pelayanan terutama peran dari staf dan fasilitas yang diberikan. Pelayanan buruk Bandar Udara dan fasilitas terutama pemberian kenyamanan dan rasa aman dalam industri penerbangan akan langsung merugikan bisnis jasa ini. Apabila hal-hal tersebut di atas tidak dapat diatasi dengan baik, akan menyebabkan konsumen enggan berhubungan lebih lanjut. METODE PENELITIAN a. Populasi dan Sampel Menurut Sugiyono (2008) Populasi adalah wilayah generalisasi yang terdiri atas objek atau subjek yang mempunyai kualitas dan karakteristik tertentu yang diterapkan oleh peneliti untuk dipelajari kemudian ditarik kesimpulannya. Adapun populasi dalam penelitian ini adalah konsumen yang menggunakan jasa Pelayanan Bandar Udara Iskandar Pangkalan Bun Kotawaringin Barat Kalimantan Tengah. Untuk menentukan jumlah penumpang setiap harinya, adapun 2 jasa pelayanan maskapai penerbangan di Bandar Udara Iskandar yaitu Trigana Air dan Kal-Star Aviation. a. Trigana Air dalam satu hari melakukan penerbangan sebanyak 3 kali dengan rute yang berbeda-beda dengan pesawat boeing 737 seri 400 dengan kapasitas 175 seat. b. Kal-Star Aviation dalam satu hari melakukan penerbangan sebanyak 3 kali dengan rute yang berbeda-beda dengan pesawat boeing 737 seri 500 dengan kapasitas 135 seat. PEMBAHASAN Pengaruh Pelayanan Fasilitas terhadap Kepuasan Konsumen Bandar Udara Iskandar Pangkalan Bun Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan pelayanan fasilitas terhadap kepuasan konsumen Bandar Udara Iskandar Pangkalan Bun. Hal ini diperkuat dengan nilai t hitung > tabel, yaitu sebesar 5,013 > 1,662, jadi kesimpulannya Ha diterima dan Ho ditolak, berarti ada pengaruh positif dan signifikan pelayanan fasilitas terhadap kepuasan konsumen. Dengan
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