Analisis Kepuasan Pengguna Jasa Terhadap Pelayanan Petugas Customer Service di Bandar Udara Adisutjipto Yogyakarta dengan Pendekatan Servqual dan Customer Satisfaction Index (CSI)

Abstract

This study aims to analyse service quality and customer satisfaction amongst service users at Adisutjipto Airport in Yogyakarta, in order to address complaints regarding the clarity of location information and the responsiveness of staff. This study contributes to service management by optimising frontline interaction strategies to strengthen the organisation’s image. Using a quantitative method, data were collected from 100 respondents via accidental sampling using the Slovin formula. Data analysis employed the SERVQUAL approach and the Customer Satisfaction Index (CSI).

The main findings indicate that service quality is categorised as ‘very good’, with all SERVQUAL dimensions scoring above 4.21, whilst the reliability dimension recorded the highest score of 4.66. The CSI calculation result of 92.6 per cent places visitors’ perceptions at the ‘Very Satisfied’ level. This implies that, although staff performance exceeds expectations, the empathy aspect—which has the lowest score (4.62)—still requires improvement. Recommendations for management include improving counter accessibility by adding clear directional signage, as well as providing regular communication training for staff to enhance the quality of personalised service.