Moses L. Singgih and Anggi I. Pamungkas
ABSTRACT
The increasing number of passenger in Juanda International Airport each year would be essential for the airport management to increase customer satisfaction in delivering their services. This improvement effort is related with the amount of passenger, airlines occupancy, and rented tenant space which significantly contributed to the airport’s overall profit. The voice of customer is useful to understand the existing condition and give suggestions for airport’s future development. In this paper, the voice of customer will be gathered from the questionnaire and made up into the House of Quality (HOQ) as part of Quality Function Deployment (QFD). This method will reveal the importance and performance level of Juanda International Airport along with other necessary measurement. Grey Modeling will be used in this activity to prioritize the attributes. Further, the customer top priority attributes would be also analyzed its worth using Value Analysis (VA) by comparing the grey total score with cost from the airport’s management point of view. This complete package of process will give an idea on how such improvement would gain if particular scenario is being implemented. Using the Pareto’s principle of 80-20, the most critical final improvement to be implemented is those in the top 20% of VA score, which is all of the first 11 out of 62 technical measures.
Keywords: Airport Management, Grey Relational Analysis, Quality Function Deployment, Value Analysis.
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