The Improvement of Service Quality for Passengers through the Development of Airport Facilities (original) (raw)

2021

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 deve...

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