PENGARUH FASILITAS RUANG TUNGGU KEBERANGKATAN DOMESTIK TERHADAP KEPUASAN PENUMPANG DENGAN METODE CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSIS DI BANDAR UDARA INTERNASIONAL YOGYAKARTA

Bandar Udara Internasional Yogyakarta, yang terletak di Kabupaten Kulon Progo, Daerah Istimewa Yogyakarta, memiliki dua ruang tunggu keberangkatan, yaitu domestik dan internasional. Fasilitas ruang tunggu domestik sudah cukup
baik, termasuk kursi dan layanan lainnya, namun masih dianggap kurang memadai terutama saat jam sibuk penumpang. Penelitian ini bertujuan mengidentifikasi atribut yang menjadi prioritas perbaikan oleh operator terminal untuk meningkatkan pelayanan bagi pengguna jasa bandara.
Metode penelitian menggunakan pendekatan kuantitatif dengan
pengumpulan data melalui observasi, penyebaran kuesioner, dan studi pustaka. Kuesioner disebarkan kepada 99 responden penumpang keberangkatan domestikyang menggunakan fasilitas ruang tunggu keberangkatan domestik di bandara tersebut. Data dianalisis menggunakan aplikasi SPSS versi 29.0 dan Microsoft Excel dengan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA).
Hasil penelitian menunjukkan tingkat kepuasan penumpang berdasarkan CSI mencapai 90,46%, menandakan penumpang sangat puas dengan pelayanan yang ada. Namun, analisis Importance Performance Analysis (IPA).mengidentifikasi empat atribut prioritas perbaikan, yaitu kondisi tempat duduk, kebersihan toilet, kecepatan internet gratis, dan Ketersediaiain signaige, raimbui￾raimbui penuinjuik lokaisi, dain mairkai yaing jelais dain informaitif di ruang tunggu keberangkatan domestik. Oleh karena itu, atribut ini menjadi saran untuk meningkatkan kualitas fasilitas dan pelayanan dibandara.Kata kunci: Ruang tunggu keberangkatan domestik, kepuasan penumpang, Customer Satisfaction Index, Importance Performance Analysis, Bandar Udara Internasional Yogyakarta.
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Yogyakarta International Airport, located in Kulon Progo Regency, Yogyakarta Special Region, has two departure lounges: domestic and international. While the domestic lounge facilities are quite good, including seating and other services, they are still considered inadequate, especially during peak passenger hours. This study aims to identify attributes that terminal operators should prioritize for improvement to improve service for airport users.The research method used a quantitative approach, collecting data through observation, questionnaires, and literature review. Questionnaires were distributed to 99 domestic departure passengers who used the airport's domestic departure lounge facilities. Data were analyzed using SPSS version 29.0 and Microsoft Excel using the Customer Satisfaction Index (CSI) and Importance
Performance Analysis (IPA) methods.The results showed a passenger satisfaction level based on the CSI of
90.46%, indicating that passengers were very satisfied with the service. However, the Importance Performance Analysis (IPA) analysis revealed that the passenger
satisfaction level was 90.46%. identified four priority improvement attributes: seating conditions, restroom cleanliness, free internet speed, and the availability of
signage, location indicators, and clear and informative displays in the domestic departure lounge. Therefore, these attributes serve as suggestions for improving the quality of airport facilities and services.Keywords: Domestic departure lounge, passenger satisfaction, Customer Satisfaction Index, Importance Performance Analysis, Yogyakarta International
Airport.