Analysis of Service Quality with Dematel Model

Abstract

The airport is the first and last contact for tourists who are visiting an area, so service quality is an important issue in airport management. The research objective was to describe the quality of service through the indicators used. The lack of using this research method contained bugs to start this research. This research uses quantitative methods through the DEMATEL method. The data collection technique used a questionnaire that was distributed to 10 people from the management of PT Angkasa Pura with the sampling technique using purposive sampling. The results of this study indicate that the reliability indicator (X1) is the indicator that has the greatest influence on the quality of service at Eltari Kupang international airport. The criteria included in the indicator of reliability are the accuracy of officers in serving customers, having clear service standards, the ability of officers/officers to use tools in the service process. While the indicators most influenced in this study are the indicators of tangibles (X1), empathy (X4), and responsiveness (X3).