EXECUTIVE SUMMARY

Several studies show that superior service quality ensure higher levels of customer satisfaction
and one of the most important business strategies for business competitiveness in airline services.
Through perceived service quality, customer expectations are fundamental in the customer
satisfaction field. To ensure service of quality, a service provider should identify and try to meet
or preferably exceed these expectations.
There is compelling reason to manage service quality in the airport industry. Due to the complex
problem in airport or management the airport and the mix of diverse services in one setting,
service quality expectations are complicated to measure in the airport. Because of competition
global in the airport industry and transport there are recent shift commercialization, operator
airport need better tools to handle this paradigm shift. PT. AngkasaPura is well aware of this
matter and it is common that airports evaluate and measure the service quality attributes. There
are two factors can influence customer satisfaction, qualitative indicator and qualitative
indicator. Quantitative indicators can be measured and qualitative indicatorsare one of parameter
in business service that cannot count.
There are several methods for measure the service quality but the commonly used SERVQUAL
method by Parasuraman et al., is one of the best evaluation methods for assessing the
expectations and perceptions. This method not only used in services airport but some many field
such

as

quality

service

for

restaurant,

education,

tourism,

marketing,

retailing,

telecommunication, car servicing, hotel, etc. This method was improved by Parasuraman et al.
several times for develop and become five dimensions for quality service namely Reliability,
Assurance, Tangibles, Empathy, and Responsiveness. Using the questionnaire and scale Likert
for assessment, and this method has shortcoming on the questionnaire therefore Fuzzy Logic is
used to enhance. Fuzzy set theory developed by Zadeh (1965), fuzzy logic enables analysis using
ill-defined sampling or where there is missing data. In survey analysis, including SERVQUAL, it
is hard to achieve an optimal sampling that includes equally distribution gender, nationality,
marital status, educational level, and so forth. Therefore, generalizing the findings a survey is
quite risky, as the applicants in the sample cannot sufficiently reflect the quality evaluation of all
passengers. Furthermore, a questionnaire itself it subjective tools and daily variables can affect
the results.
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