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Detail Article

Kebijakan dan Manajemen Publik

ISSN 2303 - 3411

Vol. 4 / No. 4 / Published : 2012-10

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Original Article :

Kualitas pelayanan dalam perspektif strategi pelanggan di bandara sepinggan, balikpapan

Author :

  1. Verryza Agridita Taufana*1
  1. Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik

Abstract :

The improvement in the national economy the last few years was very significant role on the number of people who traveled by air. Data from the transportation ministry said that the growth in the number of domestic and internationa passengers have increased by 10 – 15%. PT Angkasa Pura 1 is responsible for managing the existing airports in the central and eastern parts of indonesia, one of which is Sepinggan Airport. This airport is expected to drive economic growth in the region Borneo. Sepinggan Airport was included i the category of favorite airport and the most populous in Indonesia, but the physical condition and the service were still relatively minimal. The focus of this study was to determine the quality of service in perspective customer of customer strategy at Sepinggan Airport of Balikpapan City. The purpose of this study was to determine the quality of service to customers in a strategy perspective of Sepinggan Aiport. The approach used to describe the problem was theories of David Osborne dan Peter Plastik on customer strategy. The method used was qualitative, type of research was exploratory and to determine research informants was conducted by using purposive sampling. The result of this study concluded that the quality of existing services in Sepinggan Airport viewed from the customer strategy theory standpoint, the result were still lacking, especially with regard to quality assurance tool approach. Result of this studies using Competitive Preference Sepinggan Airport had good result and approaches that had the best outcome for assessing the quality of care in Sepinggan Airport was customer choice approach.

Keyword :

Service Quality, Customer Strategy,

References :

  1. Gaspersz, Vincent, (1997). Manajemen kualitas: Penerapan Konsep – Konsep Kualitas Dalam Manajemen Bisnis Total. Jakarta : Gramedia Pustaka Utama.


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