OPTIMISATION OF TERMINAL FACILITIES FOR THE IMPROVEMENT OF THE QUALITY OF SERVICE

Abstract

Halu Oleo Airport has a large number of aircraft and passenger movements per year, so the quality of services and facilities provided must be good. Although compliance with service standards has been achieved, several facility problems were found in the departure waiting room area and departure hall. The purpose of this research is to find out what terminal facilities can improve service quality at Halu Oleo Kendari Class 1 Airport, strategies in optimising facilities and the effect of terminal facilities on service quality. This research uses mixed research methodology with Sequential Exploratory design. Data will be analysed using qualitative and quantitative methods through Pearson correlation, T test (partial) and simple linear regression to find the effect of terminal facilities on service quality.