service science perspective on customer satisfaction for improving airport performance

176 Pages·2011·5.54 MB·English

T H E S I S
SERVICE SCIENCE PERSPECTIVE
ON CUSTOMER SATISFACTION
FOR IMPROVING AIRPORT
PERFORMANCE

(CASE STUDY: ADISUTJIPTO AIRPORT AND GOTEBORG
LANDVETTER AIRPORT)

Submitted by :
Rossi Danny Sakti
820712-T313
FACULTY OF ECONOMICS, COMMUNICATION AND IT
KARLSTAD UNIVERSITY
SWEDEN
2010
T H E S I S
SERVICE SCIENCE PERSPECTIVE
ON CUSTOMER SATISFACTION
FOR IMPROVING AIRPORT
PERFORMANCE

(CASE STUDY: ADISUTJIPTO AIRPORT AND GOTEBORG
LANDVETTER AIRPORT)

A Thesis Submitted in partial fulfillment of the requirement for the Double Degree
Master Programme in Transport System and Engineering and
in Transport Service Management

Submitted by :
Rossi Danny Sakti
820712-T313

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DECLARATION

I hereby declare that the work described in this thesis, except where

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“For you make me glad by your deeds, LORD;
I sing for joy at what Your hands have done.
How great are Your works, LORD,
how profound your thoughts!”
(Psalm 92 : 4 – 5)

“Life is a game, no matter and how many you fail, just do
with your brave and have fun with it” (Honji)

“Do What you can do with your best,
there is no chance to second opportunity”

I dedicate my works for
My Grandma For Her Blessing
My father and Mother For Their Prayer
My Sister and My Brother For Their Support

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ACKNOWLEDGEMENTS

Praise and Worship to The Almighty Jesus Christ, The Saviour for His light
that guidance the writer accomplish this thesis as a partial fullfillment of the
requirements for the degree of Master of Science in Transport System and
Engineering in Gadjah Mada University and Transport Service in Karlstad
University.
The author would like to express his gratitute to those who have contributed
in this thesis as mention in following :
1. Prof. Dr. Ir. Siti Malkhamah, M.Sc as Director of Master Programme in
Transport System and Engineering, Gadjah Mada University and as the
main supervisor for all the advice, guidance and assistance in this thesis.
2. Prof. Lars Hoglund as a bitr professor, for guidance and assitance in this
thesis and for allowing me to study in Karlstad University.
3. Pattrick Gottfridson, Ph.D as the main supervisor in Karlstad University
for all the advice, correction, guidance and assistance that make the thesis
more colourful.
4. Ir. Djoko Murwono, M.Sc and Ir. Wardhani Santoso, M.Sc as the thesis
examiner for their evaluation.
5. Board of Education and Training, Ministry of Transportation under the
Indonesia for endowing financial support, so the author can enroll Master
Programme at University of Gadjah Mada and Karlstad University.
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6. Director of Air Transport and his Deputy of Air Transport, Ministry Of
Transportation, for his approval and enable the writer to study and reach
Master Programme in Gadjah Mada University and Karlstad University.
7. General Manager of Adi Sutjipto Airport and his staff, for giving
permittion, so the author could have information for this thesis.
8. Lectures, Staffs and Friends at Gadjah Mada University and Karlstad
University, for giving the author more knowledges, share the time together
for good and bad time.
9. All of My Big Family for encouragement and support that make the this
thesis done.
10. Friends, for encouragement and for wonderful moments and time.

The author realize that this thesis still need improvement, so the author with
openness heart could receive any suggestions from readers as an input to refine
this for further research.

Yogyakarta, December 2010

Rossi Danny Sakti
08/275818/PTK/5159

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Table of Contents

Title ................................................................................................................................. i
Abstract ........................................................................................................................... xiii
Table of Contents............................................................................................................. viii
List of Figures.................................................................................................................. xi
List of Tables................................................................................................................... xii

I. INTRODUCTION........................................................................................................ 1
A. Background........................................................................................................... 1
B. Practical Problems................................................................................................ 2
1. Theoretical and Conceptual Views of The Problems....................................... 5
C. Research Questions............................................................................................. 7
D. Objective.............................................................................................................. 7
E. Limitation............................................................................................................. 8
F. Thesis Outline...................................................................................................... 8

II. THEORETICAL FRAMEWORK.............................................................................. 11
A. Customers and Services.......................................................................................... 11
B. The Way of Services............................................................................................... 15
1. Customer Oriented............................................................................................ 15
2. Customer Involvement...................................................................................... 15
3. Service Development Logic.............................................................................. 19
4. Service Standard............................................................................................... 19
5. Dimension Of Service....................................................................................... 21
6. Value in Customer’s Perspective...................................................................... 22
C. Customer Satisfaction............................................................................................. 25
1. Customer Satisfaction in Service Quality and Expectancy Disconfirmation.... 29
2. Theoretical Framework as A Guidance of The Research................................... 30

III. RESEARCH METHODOLOGY............................................................................... 32
A. Research Approach ................................................................................................. 32
1. Case Study Research......................................................................................... 34
2. Data Collection................................................................................................. 35
B. Design Of The Questionnaire.................................................................................. 36
C. The Practical Data Collection.................................................................................. 39
D. Data Analysis......................................................................................................... 40
E. Validity................................................................................................................... 42

IV. EMPIRICAL STUDIES............................................................................................. 43
A. General Term of Airport as A Part of Air Transportation....................................... 43
B. Air Transportation and Airport in Indonesia............................................................ 45
C. PT. ANGKASA PURA 1 as a State-owned Enterprises Airport Company............ 46
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D. Adisutjipto Airport In Yogyakarta........................................................................... 47
1 .General Description About Adisutjipto Airport................................................ 47
2. Adisutjipto Airport Design and Traffic............................................................. 48
3. Adisutjipto Airport Operations.......................................................................... 51
E. Sweden and Swedavia As A State – Owned Company.......................................... 52
1. Sweden on A Customer Satisfaction Perspective Side..................................... 52
2. Swedavia As A State – Owned Company........................................................ 53

V. RESULTS AND DISCCUSSIONS ............................................................................. 56
A. Internally Qualitative Findings ................................................................................ 58
1. Internally Discussion Phone Call with The Official of Angkasa Pura, Ltd........ 58
2. Internally Regulation Findings............................................................................ 59
3. Internally E-mail Correspondence....................................................................... 60
4. Internally Summarize Analysis.......................................................................... 60
B. Externally Qualitative Findings................................................................................ 61
1. Externally Discussion Findings from Customers Questionnair using CIT
Technique............................................................................................................ 61
1.1 Externally Summarize Findings Results From Customer Questionnair using
CIT Technique ............................................................................................... 79
2. Traffic Flow Analysis based on Customers Questionnaire................................. 80
2.1 Traffic Flow Summarize ............................................................................. 85
3. Externally Phone Interview with Official of Swedavia – Sweden Airport........ 85
C. Innovation Findings Analysis ................................................................................... 91
1. Innovation on Swedavia, Ltd – Sweden.............................................................. 91
2. Another Innovations from Public Transports Company..................................... 94
D. Comparison Summary Analysis based on Qualitative Data Findings...................... 95
E. Quantitative Findings Analysis................................................................................. 96
1. General Quantitative Analysis............................................................................. 96
2. Respondent Scoring Analysis.............................................................................. 96
3. Mean Scoring Analysis....................................................................................... 98
VI. INTERPRETATION................................................................................................... 101
A. Interpretation based on The Prioritized Dimension of Service................................. 101
1. Interpretation in Operational – Infrastructure Area............................................. 101
2. Interpretation in Policy Area............................................................................... 104
B. Another Interpretation based on Another Qualitative Analysis................................ 105
1. Another Interpretation in Operational-Infrastructure Area.................................. 105
2. Another Interpretation in Policy Area................................................................. 107
C. Innovations for Improvement......................................................................................... 108

VII. CONTRIBUTION....................................................................................................... 111
A. Conclusion.................................................................................................................. 111
B. Research Obstacles.................................................................................................... 114
C. Suggestions for The Next Research........................................................................... 115
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References.......................................................................................................................... 116

Appended Material Research............................................................................................. 120

Appended Material for Chapter 1...................................................................................... 138

Appended Material for Chapter 3...................................................................................... 140

Appended Material for Chapter 4..................................................................................... 140

Appended Material for Qualitative Data Findings............................................................ 148

Appended Material for Quantitative Data Findings........................................................... 159

Appended Material for Picture in Adisutjipto Airport....................................................... 162

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