Productivity and Quality in Smart Manufacturing Systems

Service Quality Improvement at International Airport in Indonesia Using Service Quality and Theory of Inventive Problem Solving (TRIZ)

Moses Laksono Singgih, Made Adhipartha Agung and Inaki Maulida Hakim


Service quality improvement at I Gusti Ngurah Rai International Airport in Indonesia needs to be done to improve service to passengers. This is done because the I Gusti Ngurah Rai International Airport in Indonesia is an international airport with a large number of passengers compared to other international airports. So it is necessary to improve quality to maintain airport performance and increase satisfaction and loyalty to passengers to visit I Gusti Ngurah Rai International Airport. This study, to improve airport passenger services by conducting initial analysis, namely determining the attributes of the airport passenger service level that need to be improved. The method used in this study uses the Servqual method and the Theory of Inventive Problem Solving (TRIZ) method. In this study, there are 28 service quality attributes based on 5 dimensions of service quality. Based on the service quality calculation, there
are 7 positive gap attributes, 4 zero gap attributes, and 17 negative gap attributes. So, 17 service quality attributes indicate passengers are not satisfied with the services provided on these attributes. Based on the results of the method, the initial stage is an analysis using a cause-effect diagram to see the potential contradictions and causes of problems by the 17 attributes. So that 12 attributes cause contradictions in solving problems and 5 attributes that do not cause contradictions in solving problems. Attributes that cause contradictions are then analyzed using the TRIZ method using 39 engineering parameters, a contradiction matrix, and 40 inventive principles. Meanwhile, attributes that do not cause contradictions
will be analyzed and solutions will be provided based on 40 inventive principles. Based on the results of the analysis carried out using TRIZ, it was found that the proposed improvements for each attribute were adjusted based on the principles of universality, segmentation, change parameters), taking out, mechanical vibration, preliminary action, and mechanics substitution.

Keyword: Service Quality Improvement, International Airport, Service quality, TRIZ

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