Pelayanan (service) merupakan faktor penting dalam keberlangsungan sebuah

perusahaan, tak terkecuali peruhaan BUMN seperti AirNav. Meskipun telah

melakukan pengukuran kualitas pelayanan menggunakan Sustainability Governance,
Sustainability Perfomance, CSI dan OQI namun hal tersebut dinilai masih kurang,
maka dibutuhkan suatu metode untuk memaksimalkan pelayanan yang diberikan,
yaitu dengan Service Quality dan Sixsigma. Penelitian ini bertujuan untuk
mengetahui faktor manakah dari ukuran kualitas layanan yaitu keandalan, daya
tanggap, jaminan, bukti fisik, dan empati, yang perlu ditingkatkan agar tercapai
kepuasan pengguna jasa Airnav. Populasi dalam penelitian ini yaitu bandara
internasional dan domestik yang ada di Indonesia sebanyak 76 sampel. Penentuan
sampel dengan menggunakan teknik proportionate stratified random sampling.
Metode analisis data dilakukan dengan menggunakan uji validitas, reliabilitas, dan
proses sixsigma. Hasil dari penelitian yaitu dengan menggunakan diagram kartesius,
didapatkan atribut yang menjadi prioritas adalah atribut bukti fisik (X1, X3, X4), serta
atribut daya tanggap (X11, dan X13). Solusi alternative yang dapat diberikan yaitu
dengan mengadakan pelatihan dan sertifikasi bagi SDM yang dimiliki AirNav, selain
itu juga mmeperbanyak alat seperti VHF yang memiliki frekuensi 30-300 Mhz dan
Telephone direct speech yang memiliki jaringan lebih kuat.

Kata Kunci : kualitas pelayanan, kepuasan pelanggan, service quality, sixsigma.

Service is an important factor in the sustainability of a company, including

state-owned companies such as AirNav. Even though we have measured service
quality using Sustainability Governance, Sustainability Performance, CSI and OQI,
this is still considered lacking, so we need a method to maximize the services
provided, namely Service Quality and Sixsigma. This study aims to determine which
factors from the size of service quality, namely reliability, responsiveness, assurance,
physical evidence, and empathy, need to be improved in order to achieve satisfaction
of Airnav service users. The population in this study are international and domestic
airports in Indonesia as many as 76 samples. Determination of the sample using
proportionate stratified random sampling technique. The method of data analysis is
carried out using validity, reliability, and sixsigma processes. The results of the study
using a cartesian diagram, the attributes that become priority are physical evidence
attributes (X1, X3, X4), and responsiveness attributes (X11, and X13). An alternative
solution that can be provided is by conducting training and certification for HR owned
by AirNav, in addition to increasing the number of devices such as VHF which has a
frequency of 30-300 Mhz and Telephone direct speech which has a stronger network.
Keywords: service quality, customer satisfaction, service quality, sixsigma.