Persepsi Publik Terhadap Kualitas Layanan Informasi, Fasilitas Umum dan Handling Complain pada Bandara Internasional Ahmad Yani Semarang

Abstract

Ahmad Yani International Airport is an airport that is quite solid with the number of aircraft movement ± 110 times a day and the number of passengers as many as 314.881 passengers in June 2016 in which it can be seen every day can reach 10.497 passengers. As one of the companies engaged in public service, PT Angkasa Pura I (Persero) definitely get a lot of complaints and grievances regarding the facilities provided. Therefore do research on the public perception of the quality of information services, public facilities and handling complaints at Ahmad Yani International Airport Semarang. In this research using descriptive quantitative research, data sources derived from primary data where primary data collection is done by asking questions through the medium of questionnaires to service users Ahmad Yani International Airport Semarang, with a sample of 100 respondents who conduct flights at Ahmad Yani International Airport Semarang. While the secondary data obtained through books, the Internet and also data from PT Angkasa Pura I (Persero). From the research that has been made known that the Public Perception on the Quality of Information Services, Public Facilities and Handling Complain on Ahmad Yani Internasional Airport Semarang has been good enough. These results were obtained through a measurement in accordance with the theory of Zeithml (1990) ie Tangibles, Reliability, Responsiveness, Assurance, and Empathy.And in accordance with the theory reputation of Fombrun and Van Riel, reputation Ahmad Yani Internasional Airport Semarang is quite well demonstrated by a positive view on aspects of service quality. In Tangibles indicator that discussed the facilities provided in the Ahmad Yani International Airport Semarang showed good results. On Indicator Reliability discussing the reliability of airport employees to show good results. On indicators Responsiveness discussing the responsiveness of airport employees to show good results. In discussing the indicators Assurance guarantees given to users of airport services showed good results. Empathy and the indicators that discussed the airport official concern shown good results.