Needs And Wants Survey At Sam Ratulangi Airport Manado

Manado - The Sam Ratulangi Airport Manado keeps improving to provide the best service for the users of airport services. Having previously won the title of Top Quality Service from the Ministry of Transportation, Sam Ratulangi Airport Manado carried out the needs and wants survey to passengers.

This survey took place a week from 19 September to 25 September. It was purposed to find out the needs and wants of the passenger satisfaction -related facilities and supporting factors during they use service at Sam Ratulangi Airport Manado,” said M. Thamrin, Sales Department Head of Sam Ratulangi Airport Manado.

Survey conducted by Sales Team is held regularly once a year.   Sam Ratulangi Airport has been officially operated 24 hours since last August, so that all the service and facility aspects existing should be given maximally,” he added.

Survey was conducted through 1,000 questionnaires divided into two parts, namely 500 pages for taxi services and rent car and other 500 pages for Food & Beverage services and Retails. The aspects assessed are the reasonableness of the price, variety of food, services, and so forth. Distribution of the questionnaire was carried out at random by using the theory of Customer Satisfaction Survey.

The result is majority of passengers consider that the reasonableness of the price for taxi and rent car is in fair category. While the security aspects in using taxi and rent   car services are good, with the highest percentage among other aspects such as friendliness, comfort, cleanliness, and services, said Thamrin. The survey results for retail, food and beverage mention that, from 500 respondents, 396 of them or 80% feel the menu of food in food outlets at Sam Ratulangi Airport Manado varies with a fairly reasonable price.

While in the supporting factors of passenger’s satisfaction, they gave a good rate for spatial planning. “This is reasonable because of in the departure lounge, we have dismantled all barrier glass so the waiting room becomes more spacious and the number of seats has been added. This is an implementation of the Minister Regulation No. 129 of 2015 concerning Guideline of Service Level Agreement in Providing Service to Users of Airport Services,” he said. He added that in the future, the Sam Ratulangi Airport management will continue to evaluate what things which need to be addressed. “Our spirit are to provide excellent services through the fulfillment of basic operations and provide value added to users of airport services,” he concluded. [PR MDC]