Analisis Kepuasan Pilot Maskapai Penerbangan Terhadap Kualitas Layanan Navigasi Udara Di AirNav Surabaya Menggunakan Metode Structural Equation Modelling - Partial Least Square

AirNav Indonesia merupakan instansi yang menyediakan layanan navigasi udara di wilayah Indonesia yang memiliki peran penting bagi perusahaan maskapai penerbangan yaitu salah satu stakeholder jasa pelayanan secara langsung. Setiap tahunnya, pihak AirNav melakukan perbaikan dalam meningkatkan kualitas pelayanannya terutama di AirNav Surabaya. Oleh karena itu, metode Importance Performance Analysis (IPA) digunakan untuk mengetahui prioritas perbaikan pada beberapa indikator-indikator pelayanan. Hasil analisis pada penelitian ini, kualitas pelayanan mempengaruhi nilai yang didapatkan pilot dan tingkat kepuasan pilot sebagai variabel laten yang tidak dapat diukur secara langsung sehingga digunakan metode Structural Equation Modelling – Partial Least Square (SEM-PLS) dengan tujuan mengevaluasi beberapa indikator yang tersedia. Hasil penelitian menunjukkan indikator-indikator yang membentuk kualitas pelayanan perlu diperbaiki berdasarkan jawaban responden survei yaitu pelayanan pemahaman petugas air traffic controller terhadap kinerja pesawat yang ditugaskan dan pelayanan dukungan yang diberikan kepada pilot oleh petugas air traffic controller saat bertugas. Lalu, pada hasil analisis SEM-PLS menghasilkan pengaruh langsung yang signifikan dari kualitas pelayanan terhadap nilai yang didapatkan dan kepuasan pilot. ================================================================================================ AirNav Indonesia is an agency that provides air navigation services in the territory of Indonesia. Air navigation services have an important role for the airline companies which are one of the direct service stakeholders. Every year, AirNav Indonesia makes improvements in improving the service quality in each area, especially at AirNav Surabaya. Therefore, Importance Performance Analysis (IPA) is used to determine the priority of improvement on several indicators that make up the quality of service. In this study, the service quality affects the pilots' perceived value and the level of their satisfaction as a latent variable that cannot be measured directly so that the Structural Equation Modeling - Partial Least Square (SEM-PLS) method is used with the aim of evaluating several available indicators and developing new ones. The results of the study show that the indicators that make up the service quality need to be improved based on the answers of survey respondents, namely the service of understanding air traffic controllers on the performance of the assigned aircraft and the support services provided to pilots by air traffic controllers while on duty. The results of the SEM-PLS analysis produce a significant direct effect of service quality on the pilots' perceived value and satisfaction