Evaluation of Aviation Security (Avsec) Personnel Service Performance in Increasing Passenger Satisfaction at the Passenger Security Check Point (PSCP) of I Gusti Ngurah Rai International Airport, Bali, Using the IPA and CSI Approaches
DOI:
https://doi.org/10.54147/jobp.v4i2.1624Keywords:
Aviation Security (Avsec), evaluasi kinerja pelayanan, Kepuasan Penumpang, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA)Abstract
Aviation Security (Avsec) services play an essential role in maintaining aviation security while enhancing passenger comfort throughout the security screening process. This study aims to evaluate the service performance of Aviation Security (Avsec) personnel on passenger satisfaction at the Passenger Security Check Point (PSCP) of I Gusti Ngurah Rai International Airport, Bali. This study employed a quantitative research method involving 100 respondents. Data were collected through questionnaires and analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results indicated a Customer Satisfaction Index (CSI) score of 82.82%, which falls into the very satisfied category, indicating that the services provided by Avsec personnel have met passengers' expectations. Furthermore, the Importance Performance Analysis (IPA) identified eight service attributes in Quadrant I (Concentrate Here) that require improvement, while most of the remaining attributes were classified in Quadrant II (Keep Up the Good Work). Therefore, the service performance of Avsec personnel was considered to be very good. However, continuous improvement of the priority service attributes is necessary to maintain and further enhance passenger satisfaction.
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