Public Service Quality in Sultan Babullah Airport Ternate (Case Study of Passenger Service)

E R Ahadian, M Rizal, M R A Han


This research was conducted at Sultan Babullah Airport in Ternate. Primary data was collected by interviewing airport passengers and visitors and direct observation (filling out questionnaires), while secondary data was obtained from reports, articles and service operational standards. Data were tested using validity and reliability tests and analyzed using the mean analysis method (looking for average values). The results of data analysis show that the quality of public services at Sultan Babullah Ternate Airport is quite maximal, there are only a few service facilities that are problematic, where negative ratings from passengers are more dominant than the positive rating. Positive ratings are "Appearance of airport officers" (mean 3.90), "Cleanliness, room neatness" (mean 3.88), "Airport security" (mean 3.66). Negative assessments in the form of "Reliability of waiting room facilities (including toilets)", "Availability of seats in the pickup room", and "Ease of reaching the airport". For a negative (invalid) assessment there is no mean because invalid data is not included in reliable calculations and mean analysis. If  viewed in  groups, the  highest level of  service quality includes "Tangibility" (mean 3.70), "Assurance" (mean 3.60), "Responsiveness" (mean 3.55), "Reliability" (mean 3.38) and "Empathy" (mean 3.03).

Full Text:



Afifuddin, M. 2009, Analysis of the Influence of Quality of Service to Customer Satisfaction at PT. Persero Angkasa Pura 1 At Ahmad Yani Airport Semarang, Thesis, Post-Open University Open University, Jakarta.

Agus, Prasetyo (2015). Performance Review of Juanda Airport Surabaya Cargo Terminal

Services. Journal of Civil Engineering / Volume 9, No. 3 - 2015 ISSN 1978 - 5658 (https: //

downloads //, accessed September 1, 2018.

Azwar, Saifuddin, 2010, Research Methods, Learning Library, Yogyakarta.

Hastono, Yuli Sudoso, 2008, Public Services at Medan Polonia Airport, Thesis, USU Graduate

School, Medan

Keban, Yeremias T. 2008, Public Administration, Concepts, Theories and Issues, Gava Media, Jokjakarta.

Lovelock, Christoper, 1994, Product Plus, How to Product and Service Competitive Advantage,

Mc Graw-Hill Inc., New York.

Moenir, H.A.S, 2002, Management of Public Services in Indonesia, Bumi Aksara, Jakarta. [8] Pamudji, 1999, State Administration Ecology, Jakarta, Bina Aksara.

Ratminto and Winarsih, Atik Septi, 2010, Management of Services (Development Conceptual

Models, Application of Citizens, Charters and Service Standards Minimal), Learning Library, Yogyakarta.

Sedarmayanti, 2009, Human Resource Management, Bureaucracy Reform and Management of

Civil Servants, PT. Refika Aditama, Bandung

Skelcher, Chris, 1992, Managing for Service Quality, Long Man Group, U.K.Lpd, London.

Sugondo, Tumin, 2008, The Effect of Service Quality on Loyalty Users of PT. Antar Lintas

Sumatera (ALS) Medan, Thesis, USU Graduate School, Medan.

Sukemi, Tri Henny, 2008, Quality of Health Services at Simpur Puskesmas Tanjung District

Karang City Center Bandar Lampung, Thesis, Postgraduate University Open, Lampung. [14] Tangkilisan, Hessel Nogi S, 2005, Public Management, Grasindo, Jakarta

Tjiptono, Fandy, 1997, Marketing Strategy, Edition II, Andi Offset, Yogyakarta.

Yamit, Zulian, 2001, Production and Operations Management, Edition III, Ekonisia, Jogjakarta.


  • There are currently no refbacks.