ANALISA KUALITAS PELAYANAN KEAMANAN PETUGAS AVIATION SECURITY (AVSEC) TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL ADI SOEMARMO SURAKARTA

Abstract

This study aims to determine the level of passenger satisfaction with the quality of Aviation Security
(AVSEC) security services. This research was conducted at the Aviation Security unit at Adi
Soemarmo International Airport, Surakarta. Data collected by questionnaire with a sample of 100
respondents. Data processing using Microsoft Excel and Customer Satisfaction Index (CSI) to
measure the amount of customer satisfaction. The results showed that the calculation of the value
that shows the level of satisfaction with aviation security services at Adi Soemarmo International
Airport in Surakarta with a value of 96 or was declared very satisfied. Although the security system,
the level of preparedness of personnel, and the level of satisfaction of Aviation Security service users
at the Adi Soemarmo International Airport in Surakarta are declared "Very Satisfied", Aviation
Security officers must remain vigilant with the situation that can cause security disturbances at
the airport.
Passenger

Keywords: Passenger Satisfaction, Aviation Security, AVIATION SECURITY Officer, AVSEC,