ANALISIS TINGKAT KEPUASAN TARUNA TINGKAT 3 TERHADAP FASILITAS LABORATORIUM AVIATION SECURITY (AVSEC) DENGAN METODE CUSTOMER SATISFICATION INDEX (CSI) DI POLTEKBANG SURABAYA

Penelitian ini bertujuan untuk mengevaluasi tingkat kepuasan Taruna terhadap
fasilitas Laboratorium Aviation Security (AVSEC) di Politeknik Penerbangan
(Poltekbang) Surabaya. Evaluasi ini penting guna mengidentifikasi atribut sarana
praktikum yang perlu ditingkatkan maupun dipertahankan demi menjaga kualitas
kompetensi lulusan di bidang keamanan penerbangan sipil sesuai regulasi nasional.
Metode yang digunakan dalam penelitian ini adalah pendekatan kuantitatif
deskriptif melalui studi populasi (total sampling) dengan menyebarkan kuesioner
kepada 46 responden Taruna Tingkat 3 Program Studi D3 Manajemen Transportasi
Udara. Data kuantitatif yang terkumpul kemudian diperkuat dengan hasil observasi
fisik serta wawancara mendalam di lapangan, lalu dianalisis menggunakan metode
Customer Satisfaction Index (CSI).
Hasil perhitungan metode CSI menunjukkan nilai indeks kepuasan sebesar
92,97%, yang menempatkan kualitas fasilitas laboratorium pada kategori
"SANGAT PUAS". Performa prima dari peralatan utama seperti mesin X-Ray,
Walk-Through Metal Detector (WTMD), dan Explosive Trace Detector (ETD)
menjadi faktor pendukung utama kepuasan tersebut. Sebagai rekomendasi
perbaikan, institusi disarankan melakukan perawatan korektif pada peralatan
genggam (Hand-Held Metal Detector), memperbarui variasi spesimen barang
dilarang, merancang ulang papan panduan SOP menjadi infografis visual, serta
menjamin ketersediaan bahan habis pakai praktikum secara berkala.
Kata Kunci: Kepuasan Taruna, Fasilitas Laboratorium, AVSEC, Customer
Satisfaction Index (CSI), Poltekbang Surabaya.

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This study aims to evaluate Cadet satisfaction with the Aviation Security
(AVSEC) Laboratory facilities at the Surabaya Aviation Polytechnic (Poltekbang
Surabaya). This evaluation is crucial for identifying which components of the
practical training facilities need improvement or maintenance to ensure the
competency of graduates in civil aviation security complies with national
regulations.
The method employed in this study is a descriptive quantitative approach
using total sampling by distributing questionnaires to 46 Cadet respondents in their
3rd year of the Diploma 3 Air Transport Management Program. The quantitative
data collected were further supported by physical observations and in-depth field
interviews, and subsequently analyzed using the Customer Satisfaction Index (CSI)
method.
The results of the CSI analysis indicate a satisfaction index score of 92.97%,
placing the quality of the laboratory facilities in the "VERY SATISFIED" category.
The excellent performance of primary equipment such as X-Ray machines, Walk
Through Metal Detectors (WTMD), and Explosive Trace Detectors (ETD) serves
as the main supporting factor for this high satisfaction. As recommendations for
improvement, the institution is advised to perform corrective maintenance on Hand
Held Metal Detectors, update the variety of prohibited items specimens, redesign
SOP guideboards into visual infographics, and ensure the regular availability of
practical consumables.
Keywords: Cadet Satisfaction, Laboratory Facilities, AVSEC, Customer
Satisfaction Index (CSI), Poltekbang Surabaya.