Service Quality Assessment of Ngurah Rai International Airport Using Fuzzy Servqual and Importance Performance Analysis Methods

Authors

  • Rifqi Nurfakhrurozi Business Administration Department, Politeknik Negeri Bali, Indonesia
  • Wahyu Andriani Business Administration Department, Politeknik Negeri Bali, Indonesia
  • Nyoman Indah Kusuma Dewi Business Administration Department, Politeknik Negeri Bali, Indonesia
  • Upayana Wiguna Eka Saputra Business Administration Department, Politeknik Negeri Bali, Indonesia
  • Gede Pradiva Adiningrat Business Administration Department, Politeknik Negeri Bali, Indonesia

DOI:

https://doi.org/10.31940/jbk.v20i3.163-173

Keywords:

service quality, fuzzy ServQual, importance performance analysis, Ngurah Rai Airport, customer satisfaction

Abstract

Ngurah Rai International Airport in Bali serves as a critical gateway for tourists, especially in the post-pandemic era. This study evaluates the service quality of the airport using the Fuzzy Servqual and Importance Performance Analysis (IPA) methods. A sample of 100 respondents was analyzed to assess five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that several attributes of the service require improvement, particularly in terms of adequacy of infrastructure, service clarity, and responsiveness to passenger feedback. The IPA analysis identified two attributes as high-priority areas for improvement. Recommendations for enhancing service quality are proposed to better align with passenger expectation and satisfaction.

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Published

30-12-2024

How to Cite

Nurfakhrurozi, R., Andriani, W., Dewi, N. I. K., Saputra, U. W. E., & Adiningrat, G. P. (2024). Service Quality Assessment of Ngurah Rai International Airport Using Fuzzy Servqual and Importance Performance Analysis Methods. Jurnal Bisnis Dan Kewirausahaan, 20(3), 163–173. https://doi.org/10.31940/jbk.v20i3.163-173

Issue

Vol. 20 No. 3 (2024): JBK-Jurnal Bisnis dan Kewirausahaan

Section

Articles

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