Open AccessPassenger satisfaction assessment on the flight performance of Balikpapan-Yogyakarta route flights (Case study: Sultan Aji Muhammad Sulaiman Sepinggan International Airport, Balikpapan)
Author(s) -
Yanti Yanti,
M. Enriko T.,
Baidowi,
Pius,
Leksmono Suryo Putranto
Publication year - 2020
Publication title -
iop conference series. materials science and engineering
Language(s) - English
Resource type - Journals
eISSN - 1757-899X
pISSN - 1757-8981
DOI - 10.1088/1757-899x/852/1/012055
Subject(s) - ticket , international airport , service (business) , business , engineering , advertising , operations management , transport engineering , aeronautics , marketing , computer science , computer security
Sultan Aji Muhammad Sulaiman International Airport, Sepinggan, Balikpapan or abbreviated to SAMS is the largest airport in East Kalimantan Province. it is necessary to conduct a deeper study of the airline services performance on passenger satisfaction. From this study, it is expected that the service performance information will be obtained including ticket information, service officers in the check-in room, service officers in the waiting room, services on the aircraft and others to provide input in service improvement. The research reported in this paper is investigating passenger satisfaction on flight routes from Balikpapan to Yogyakarta. The study was conducted by observation, interview and questionnaire distribution. The research plan is carried out from the beginning of January 2020 to June 2020 starting from preparation, investigation of passenger satisfaction, data analysis to research results. Respondents targets include Lion Air passengers, Garuda Indonesia passengers, Batik Air passengers, Sriwijaya Air Passengers and Citilink passengers.