Islamiyah Nauroh Izzati (2019) The Strategies To Maintain The Service Quality Of Customer Service Terminal 2 Pt. Angkasa Pura I Surabaya. Tugas Akhir D3 thesis, UNIVERSITAS AIRLANGGA.

	Text (ABSTRAK) ABSTRAK FV.DBE.24-19 IZZ S.pdf Download (304kB)
	Text (DAFTAR ISI) DAFTAR ISI FV.DBE.24-19 IZZ S.pdf Download (291kB)
	Text (DAFTAR PUSTAKA) DAFTAR PUSTAKA FV.DBE.24-19 IZZ S.pdf Download (374kB)
	Text (FULL TEXT) FULL TEXT FV.DBE.24-19 IZZ S.pdf Restricted to Registered users only until 11 October 2022. Download (1MB) | Request a copy

Abstract

There are several points can be concluded based on the final report and during the internship program. First of all, the writer could get a lot of knowledge about the airport system, including airport services at Terminal 2 Juanda International airport. The writer had learned about how to become a proper customer service staffs in the airport, what was the job of customer service staffs beside giving the accurate information; such as having a good manner, serve with smile and friendly, care about the customers’ needs, not differentiate people based on their background country and etcetera. Second, the writer concludes that between the theory and the reality, the customer service staffs in Juanda had already done very well. At the first statement of problems, the writer used the theory from Parasuraman et al. (1998) that said there are five service quality measurements, consist of tangible, reliable, pay attention, trustworthy and care. Those five service quality measurements used by the writer as the references to serve the passenger in the airport during the internship program. First, the writer, as a customer service staff should be tangible or real. Tangible means that the writer gives the factual information to the passenger, or information based on the computer system. Second, the customer service staff should be reliable. Reliable means that we need to be a trusted person. Reliable had the same meaning as trustworthy. The last is as a customer service staff, the writer should be pay attention and care to the passenger needs.We need to become a person that can fulfill the passenger needs even though sometimes it is not only about the airport things. However, if the customer service staff could meet the expectations of the passenger, they would reach customer satisfaction in the airport.

Actions (login required)

View Item