| Итог: | Flight information service, which is provided in an aerodrome where air traffic is
not busy enough for full Air Traffic Control (ATC) service, is mentioned as Aerodrome
Flight Information Service (AFIS). Indonesia has 194 AFIS aerodromes for serving
people in remote areas. Due to limited the facilities in the aerodrome, unsatisfactory
service that is given by Flight Information Service Officer (FISO) to the Pilots, also
vague regulation and procedure, lead to poor reputation of Indonesian AFIS and service
quality gap between pilots� expectation and perception. This research is aimed to
compare the benchmarking AFIS management in Sweden with that of AFIS
management in Indonesia to enhance flight safety, analyze the service quality gap
between pilots� expectation and perception, and determine what action should be taken
to improve AFIS reputation.
Data of this research were collected from interviews, literature study and
questionnaires to the pilots who are flying to Utarom Airport � Kaimana Papua
Indonesia. Data from the questionnaires were analyzed with Fuzzy Weighted
SERVQUAL to get the score of expectations, perceptions, and the weight of service
items. The output of data analysis will show the service attributes which should be
improved, and the proper steps for improving service performance.
There are mainly two findings of this research. First, Indonesia should make a
clear and complete AFIS procedure which can be accessed through one source. Second,
reformation of the existing organization into the proper one which has the same cluster
as duty and responsibility of AFIS needs to be immediately carried out. The largest
service quality gap between pilots� expectation and perception in Utarom Airport is the
accuracy of navigational aids (-2.474). More importantly, there are several necessary
actions to be taken for improving AFIS reputation, namely building the lens of the Pilot,
determining AFIS service performance and Pilot satisfaction drivers, and setting
priorities for service performance improvement.
|
|---|