TINJAUAN TEKNIS PELAYANAN BANDAR UDARA FRANS SEDA MAUMERE

The Frans Seda Airport in Maumere, the district of Sikka, East Nusa Tenggara Province is an airport which is relatively more smoothly if compared with other district airports on the island of Flores and it is also the only alternative airport for the El Tari Airport in Kupang. Considering the potency of the district of Sikka, it should be ascertained that the amount of planes, passengers and goods would increaseall the year round. The increasing mobility of the community should also be considered as a consequence of increased activities. Their increased activities demanded varied land use and in turn it caused the problem sencountered by Frans Seda Airport were increasingly more complex especially those of concerning the quality of service it should made available. This research was conducted in several phases, those are location survey, validity and reliability tests, determining the amount of samples, doing interviews and distributing questionnaires. Data were collected through questionnaires, that by distributing them to the service users of airport. The respondents were successfully obtained amounted to 135 subjects, consisting of 100 service users of airplane passengers, and 35 operators of airline companies. Analysis was applied by counting the Importance Performance Analysis (IPA), Service Quality (Servqual), and Customer Satisfaction Index (CSI), where as the standardized technique measurement on land part of airport was conducted with comparison based on the regulations of general directorate of air transportations SKEP/77/VI/2005, regarding the technical requirements of the operation on the technical facilities of the Airport. Results showed that the average score of satisfaction index of passengers in Frans Seda Airport on the 8 (eight) service indicators amounted to 84,74 percent was included into the very satisfying criteria. Indicators for the need airport on the large body plane service and that of for the strategically located Airport were included into the quite satisfying criteria and it had been the top priority to beimproved by the management of airport. The average of satisfaction index of airlines operator based on 8 service indicators as many as 79,35% was included into the satisfying criteria. Indicator of the good and effective regulations they have so as to realize the smooth process was included into quite satisfying criteria and it had been the top priority to be improved by the management airport. The measurement of facility operations in the land part of Frans Seda Air Port, Maumere for the time being has been appropriate with standardized techniques based on SKEP/77/VI/2005