THE EFFECT OF DOMESTIC DEPARTURE LOUNGE FACILITIES ON PASSENGER SATISFACTION USING THE CUSTOMER SATISFACTION INDEX METHOD AND IMPORTANCE PERFORMANCE ANALYSIS AT YOGYAKARTA INTERNATIONAL AIRPORT

Abstract

Yogyakarta International Airport, located in Kulon Progo Regency, Yogyakarta Special Region, has domestic and international departure lounges. The domestic lounge facilities are quite good, but are still considered less than optimal, especially during peak passenger hours. This study used quantitative research with observations, questionnaires with 99
respondents, and literature studies to identify service improvement priorities. Analysis using SPSS version 29.0 and Microsoft Excel with the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results of the study on the level of passenger satisfaction reached 90.46% (very satisfied), but the results of the Importance Performance Analysis (IPA) showed four priority aspects of improvement: seating conditions, toilet cleanliness, free internet speed, and clarity and availability of signage and signs in the domestic waiting room.