ANALISIS PERBANDINGAN KEPUASAN PENUMPANG ANTARA PENGGUNAAN AVIOBRIDGE DAN PASSENGER BOARDING STAIR (PBS) PADA TERMINAL DOMESTIK DI BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI BALI

Penelitian ini dilakukan untuk menganalisis tingkat perbandingan kepuasan penumpang terhadap penggunaan fasilitas aviobridge dan Passenger Boarding Stair (PBS), serta mengetahui perbedaan tingkat kepuasan yang dihasilkan oleh kedua fasilitas tersebut di terminal domestik Bandar Udara Internasional I Gusti Ngurah Rai Bali. Metode penelitian yang digunakan adalah kuantitatif komparatif dengan teknik pengumpulan data berupa kuesioner skala Likert yang disebarkan kepada 100 penumpang penerbangan domestik. Data dianalisis menggunakan uji validitas, uji reliabilitas, analisis deskriptif, uji normalitas Kolmogorov-Smirnov, dan uji Man-Whitney Signed-Rank sebagai uji hipotesis karena data tidak berdistribusi normal. Hasil penelitian menunjukkan bahwa seluruh instrumen penelitian memenuhi kriteria valid dan reliabel. Berdasarkan hasil uji Man-Whitney, diperoleh nilai signifikansi sebesar 0,001 (< 0,05) yang menunjukkan adanya perbedaan tingkat kepuasan penumpang yang signifikan antara penggunaan aviobridge dan PBS. Penggunaan aviobridge cenderung menghasilkan tingkat kepuasan yang lebih tinggi dibandingkan Passenger Boarding Stair (PBS) karena memberikan akses yang lebih mudah, perlindungan yang lebih baik dari pengaruh cuaca, serta kenyamanan yang lebih optimal selama proses naik dan turun pesawat.

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This study was conducted to analyze comparative level of passenger satisfaction levels regarding the use of the aviobridge and Passenger Boarding Stair (PBS) facilities, as well as to identify differences in satisfaction levels resulting from the use of these two facilities at the domestic terminal of I Gusti Ngurah Rai International Airport in Bali. The research method used was a comparative quantitative study with data collection using a Likert-scale questionnaire distributed to 100 domestic flight passengers. The data were analyzed using validity tests, reliability tests, descriptive analysis, the Kolmogorov-Smirnov normality test, and the Man-Whitney Signed-Rank test as a hypothesis test because the data were not normally distributed. The research results indicate that all research instruments met the criteria for validity and reliability. Based on the Man-Whitney test results, a significance value of 0.001 (< 0.05) was obtained, indicating a significant difference in passenger satisfaction levels between the use of an aviobridge and a Passenger Boarding Stair (PBS). The use of an aviobridge tends to result in a higher level of satisfaction compared to the Passenger Boarding Stair (PBS) because it provides easier access, better protection from the weather, and greater comfort during the process of boarding and disembarking the aircraft.