Jakarta (ANTARA News) - The management of Soekarno-Hatta airport has received a Service Quality (SQ) Award 2011 from Carre - Center for Costumer Satisfaction & Loyalty (Carre - CCSL) for the category of domestic airport services.
In terms of Indonesia Service Satisfaction Index (ISSI), the Soekarno-Hatta Airport gained a total score of 3,8902 from a survey conducted by the institute on 3,000 respondents, Carre - CCSL Chief Executive Officer Yuliana Agung said on Tuesday.
All the respondents were users of medium-and upper-class airport services domiciled in the four Indonesian major cities of Jakarta, Makassar, Surabaya and Medan, she said.
"The ISSI score gained by the Soekarno-Hatta Airport exceeds the average score from domestic airports in Indonesia. Therefore, PT Angkasa Pura II as the operator of the Soekarno-Hatta Airport deserves to receive a Service Quality Gold Award 2011," she said.
She said ISSI score-measuring index was divided into perceived service value (PSV) and perceived service quality (PSQ).
PSV is perception of equality between the prices paid by customers and services received by customers. PSQ covers four aspects, namely customers` accessibility to service center, service process, people (employees or frontliner interacting with customers), and complaint-handling service.
The survey used multistage area random sampling and booster quota sampling as well as face-to-face interview in which respondents gave direct assessment to the surveyor, she said.
The management of the airport also has received an award from the Trisakti Transport Management College for the company`s concern about the development of the college`s education and research. (*)