Analisis Prioritas Peningkatan Kualitas Layanan Bandar Udara Internasional Kualanamu dengan Metodeanalytical Hierarchy Process

Abstract

Analytical Hierarchy Process (AHP) method is one of the methods which can be used for decision making in determining the process of priority. This method uses pairwise comparison which involves a number of stakeholders who are considered skillful in their fields and each of them will compare his ideas In order to get the value which accommodates all parties. This thesis is a study which analyzes the priorities on the service quality of an airport terminal by using AHP method in which the case study was obtained from Kualanamu International Airport. In this case, AHP process started from organizing the hierarchy, determining the criteria (elements), determining sub-criteria (subelements), determining alternatives, determining respondents (stakeholders), determining weight of criteria, and determining priority. It was found that hierarchical structure consisted of four levels: level I was the goal which wanted to be achieved, the improvement of service quality of Kualanamu International Airport; level 2 consisted of (I) Parking lot and the entrance to the Airport, (2) Check In, (3) Security Check, (4) Waiting Room. (5) Information System, and (6) Arrival Area; level 3 consisted of 21 sub-elements; and level 4 consisted of 4 alternatives such as (I) improving the quality of facility & infrastructure of the Airport Terminal, (3) improving the quality of personnel (human resources) of the Airport Terminal, and (4) improvement of the quantity of personnel (human resources) of the Airport Terminal. The result of the study showed that the quality of personnel of Kualanamu Airport Terminal was the first priority which should be improved and followed by the improvement of the quality of its facility and infrastructure.