PENGEMBANGAN MANAJEMEN PELAYANAN KALIBRASI ALAT NAVIGASI PENERBANGAN DENGAN PENDEKATAN METODE IMPORTANCE-PERFORMANCE ANALYSIS (IPA)

Abstract

Flight safety is very much determined by the performance of navigation aids, as well as the
correctness of flight procedure guidelines. The BBKFP Center as the only aviation
equipment calibration service agency has a strategic role for aviation safety in a
sustainable manner. The purpose of this research is to map the performance of BBKFP
and the assessment of users of calibration services to provide recommendations, in
particular, the future calibration service development strategy, and the management of
calibration of aviation navigation equipment in general. The research method uses a case
study with the Importance-Performance Analysis method approach to measuring the extent
of the relationship between the level of user satisfaction and the performance of flight
navigation tool calibration services based on 12 standard service indicators. The results
found that the highest level of service was the standard document calibration process of
100% and the lowest level of service was timeliness of service by 64%. The factor that still
needs immediate improvement is the timeliness of service and the Management System and
Service Procedures. While the factors that must be corrected but not immediately their
characteristics include Complaint Services; Demand-Supply Balance, Service Rates,
Service and Internal Supervision Meeting.