Analysis of Service Quality at Wamena Airport, Jayawijaya Regency
Main Article Content
Abstract
Wamena Airport, as an important gateway to the Highland Papua, has less than optimal service quality compared to the applicable service standards. This study aimed to describe and analyze the quality of the passenger terminal services at Wamena Airport, Jayawijaya Regency as well as identify supporting and hindering factors to the service quality at Wamena Airport. This was mixed methods research. The quantitative research data were obtained by distributing questionnaires to 382 Wamena Airport passengers. Meanwhile, the qualitative data were obtained by interviewing 12 informants who were the managers, passengers, and users of Wamena Airport as well as staffs of the airline. The quantitative data were processed using factor analysis, while the qualitative data were analyzed using an inductive approach. The results showed that the quality of the passenger terminal services at Wamena Airport was not yet optimal. There were several aspects which had poor service quality, requiring improvement. There were nine supporting and hindering factors to the quality of the passenger services at Wamena Airport. The supporting factorsare interactional quality (delivery), security, reliability of services, value added, and airport ground-handling services. The hindering factors to the service quality are convenience, leisure facilities, access and mobility, and airport environment.
Article Details
How to Cite
Nobert, Hizkia Charles Matheus Sapioper, & Agus Priyanto. (2024). Analysis of Service Quality at Wamena Airport, Jayawijaya Regency. Polit Journal Scientific Journal of Politics, 4(3), 148-161. https://doi.org/10.33258/polit.v4i3.1135
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References
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Allen, J., Bellizzi, M. G., Eboli, L., Forciniti, C., & Mazzulla, G. (2020). Latent factors on the assessment of service quality in an Italian peripheral airport. Transportation Research Procedia, 47, 91–98. https://doi.org/10.1016/j.trpro.2020.03.083
Ancarani, A. (2005). Towards quality e‐service in the public sector: Managing Service Quality: An International Journal, 15(1), 6–23. https://doi.org/10.1108/09604520510575236
Antwi, C. O., Fan, C., Ihnatushchenko, N., Aboagye, M. O., & Xu, H. (2020). Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction. Journal of Air Transport Management, 89, 101869. https://doi.org/10.1016/j.jairtraman.2020.101869
Ashford, N. J., Stanton, H. P. M., Moore, C. A., Coutu, P., & Beasley, J. R. (2013). Airport Operations. New York: McGraw Hill.
Babbar, S., & Koufteros, X. (2008). The human element in airline service quality: contact personnel and the customer. International Journal of Operations & Production Management, 28(9), 804–830. https://doi.org/10.1108/01443570810895267
Bakır, M., Özdemir, E., Akan, Ş., & Atalık, Ö. (2022). A bibliometric analysis of airport service quality. Journal of Air Transport Management, 104, 102273. https://doi.org/10.1016/j.jairtraman.2022.102273
Bezerra, G. C. L., & Gomes, C. F. (2016). Measuring airport service quality: A multidimensional approach. Journal of Air Transport Management, 53, 85–93. https://doi.org/10.1016/j.jairtraman.2016.02.001
Bezerra, G. C. L., & Gomes, C. F. (2020). Antecedents and consequences of passenger satisfaction with the airport. Journal of Air Transport Management, 83, 101766. https://doi.org/10.1016/j.jairtraman.2020.101766
Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68(4), 3–18. https://doi.org/10.1108/TR-09-2013-0047
Boonlertvanich, K. (2019). Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status. International Journal of Bank Marketing, 37(1), 278–302. https://doi.org/10.1108/IJBM-02-2018-0021
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BPS Provinsi Papua. (2021). Statistik Transportasi Provinsi Papua Tahun 2021.
Brady, M. K., & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334
Brysland, A., & Curry, A. (2001). Service improvements in public services using SERVQUAL. Managing Service Quality: An International Journal, 11(6), 389–401. https://doi.org/10.1108/09604520110410601
Chao, C.-C., Lin, H.-C., & Chen, C.-Y. (2013). Enhancing Airport Service Quality: A Case Study of Kaohsiung International Airport. Journal of the Eastern Asia Society for Transportation Studies, 10, 2235–2254. https://doi.org/10.11175/easts.10.2235
Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2020). Measurement model of passengers’ expectations of airport service quality. International Journal of Transportation Science and Technology. https://doi.org/10.1016/j.ijtst.2020.11.001
Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2021). Measurement model of passengers’ expectations of airport service quality. International Journal of Transportation Science and Technology, 10(4), 342–352. https://doi.org/10.1016/j.ijtst.2020.11.001
Christensen, T., Lægrid, P., Roness, P. G., & Røvik, K. A. (2005). Organisationsteori för offentlig sektor. Malmö: Liber.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer
behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Darus, M. D., & Mahalli, K. (2015). Analisis Tingkat Kepuasan Penumpang Terhadap Kualitas Pelayanan Di Bandar Udara Internasional Kualanamu. Ekonomi Dan Keuangan, 3(6).
Fakhrudin, A. (2021). Kualitas Pelayanan dan Fasilitas Mempengaruhi Kepuasan Konsumen di Bandar Udara Notohadi Negoro Jember. Jurnal Manajemen Dan Keuangan, 10(1), 97–107.
Fodness, D., & Murray, B. (2007). Passengers’ expectations of airport service quality. Journal of Services Marketing, 21(7), 492–506. https://doi.org/10.1108/08876040710824852
Fofid, W. T., Sutrisno, A., & Handoko, W. (2019). The Development Strategy of Jayapura Port with SWOT Analysis towards Isolated, Outermost, Lagging, and Border areas of Indonesia (T3P). Journal of Maritime Studies and National Integration, 3(1), 22–29.
Ghotbabadi, A. R., Feiz, S., & Baharun, R. (2015). Service quality measurements: A review. International Journal of Academic Research in Business and Social Sciences, 5(2), 267–286. https://doi.org/10.6007/IJARBSS/v5-i2/1484
Halpern, N., & Mwesiumo, D. (2021). Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online. Research in Transportation Business & Management, 41, 100667. https://doi.org/10.1016/j.rtbm.2021.100667
Han, S., Ham, S. (Sunny), Yang, I., & Baek, S. (2012). Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement. Tourism Management, 33(5), 1103–1111. https://doi.org/10.1016/j.tourman.2011.11.023
Hong, S.-J., Choi, D., & Chae, J. (2020). Exploring different airport users’ service quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52, 101917. https://doi.org/10.1016/j.jretconser.2019.101917
Jenar, S. (2021). The Acceleration Development of Disadvantaged Region: On Government Affairs Perspective. Nurani Hukum, 4, 1–15.
Koenig, F., Found, P., & Kumar, M. (2019). Improving maintenance quality in airport baggage handling operations. Total Quality Management & Business Excellence, 30(sup1), S35–S52. https://doi.org/10.1080/14783363.2019.1665772
Kratudnak, S., & Tippayawong, K. Y. (2018). Analysis of key factors for airport service quality: A case study of three regional airports in Thailand. International Conference on Industrial Engineering and Operations Management, 6–8.
Kurniawan, R., Sebhatu, S. P., & Davoudi, S. (2017). Passengers’ perspective toward airport service quality (ASQ)(Case study at Soekarno-Hatta International Airport). Civ. Eng. Forum, 3(1), 21–32.
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. Emerging Perspectives on Services Marketing, 65(4), 99–107.
Liao, W., Cao, X., Liu, Y., & Huang, Y. (2022). Investigating differential effects of airport service quality on behavioral intention in the multi-airport regions. Research in Transportation Business & Management, 45, 100877. https://doi.org/10.1016/j.rtbm.2022.100877
Lindgren, I., & Jansson, G. (2013). Electronic services in the public sector: A conceptual framework. Government Information Quarterly, 30(2), 163–172. https://doi.org/10.1016/j.giq.2012.10.005
Liou, J. J. H., Tang, C.-H., Yeh, W.-C., & Tsai, C.-Y. (2011). A decision rules approach for improvement of airport service quality. Expert Systems with Applications, 38(11), 13723–13730. https://doi.org/10.1016/j.eswa.2011.04.168
Mainardes, E. W., Melo, R. F. S. de, & Moreira, N. C. (2021). Effects of airport service quality on the corporate image of airports. Research in Transportation Business & Management, 41, 100668. https://doi.org/10.1016/j.rtbm.2021.100668
Naboush, E., & Alnimer, R. (2020). Air carrier’s liability for the safety of passengers during COVID-19 pandemic. Journal of Air Transport Management, 89, 101896. https://doi.org/10.1016/j.jairtraman.2020.101896
Nadhira, P. (2022). Bandara Wamena Jadi Tulang Punggung Lalu Lintas Udara Jayawijaya. Majalahbandara.Com. https://www.majalahbandara.com/bandara-wamena-jadi-tulang-punggung-lalu-lintas-udara-jayawijaya/
Oliveira, A. V. M., Oliveira, B. F., & Vassallo, M. D. (2023). Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys. Research in Transportation Economics, 102, 101371. https://doi.org/10.1016/j.retrec.2023.101371
Pabedinskaitė, A., & Akstinaitė, V. (2014). Evaluation of the Airport Service Quality. Procedia - Social and Behavioral Sciences, 110, 398–409. https://doi.org/10.1016/j.sbspro.2013.12.884
Pamucar, D., Yazdani, M., Montero-Simo, M. J., Araque-Padilla, R. A., & Mohammed, A. (2021). Multi-criteria decision analysis towards robust service quality measurement. Expert Systems with Applications, 170, 114508. https://doi.org/10.1016/j.eswa.2020.114508
Park, J., & Hyun, S. S. (2021). Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity. In International Journal of Environmental Research and Public Health (Vol. 18, Issue 12, pp. 1–23). https://doi.org/10.3390/ijerph18126417
Pollack, B. L. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing, 23(1), 42–50. https://doi.org/10.1108/08876040910933084
Prakash, A., & Mohanty, R. P. (2013). Understanding service quality. Production Planning & Control, 24(12), 1050–1065. https://doi.org/10.1080/09537287.2011.643929
Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40–48. https://doi.org/10.1016/j.jretconser.2018.10.006
Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D., & Naidoo, P. (2010). Service quality in the public service. International Journal of Management and Marketing Research, 3(1), 37–50.
Rizan, M., Ari, W., Agus, W., & Ika, F. (2020). Leadership Styles and Customer Loyalty: A Lesson from Emerging Southeast Asia’s Airlines Industry. The Journal of Asian Finance, Economics and Business, 7(9), 477–488. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.477
Roellyanti, M. V., & Jannah, M. W. (2022). Pengaruh Kualitas Pelayanan dan Fasilitas Ruang Tunggu Terhadap Kepuasan Penumpang di Terminal Domestik Bandar Udara Internasional Juanda Surabaya. Jurnal Kewarganegaraan, 6(1), 307–321.
Ruhiyat, C., Marina, S., Hanifah, H., & Olfebri, O. (2017). Influence of service quality on passenger satisfaction at Halim Perdanakusuma Airport, Jakarta, Indonesia. Global Research on Sustainable Transport (GROST 2017), 357–363.
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