Peningkatan Kualitas Pelayanan Facility Management Menggunakan Metode Servqual dan Gap Analysis Di PT. GMF AeroAsia
Authors: Widadi Juni Purwo , Daihani Dadan Umar , Hetharia Dorina 
Published: March 2022

Intisari— GMF AeroAsia merupakan Garuda Maintenance Facility Support Center, yang bertugas sebagai pusat maintenance pesawat terbang dengan berbagai tipe dan register pesawat. Saat proses maintenance pesawat tidak ditinggal tanpa pendampingan, namun akan ada personil yang menetap untuk memantau proses maintenance. Untuk mendukung kegiatan operasional maintenance dibutuhkan layanan untuk non-operasional untuk memfasilitasi personil pelanggan yang menetap sementara waktu di PT. GMF AeroAsia selama proses maintenance pesawatnya dilaksanakan. Selama pelayanan, Facility Management belum dapat memenuhi target perusahaan pada pelayanan non-operasional yang ditetapkan pada poin 4.5. Menanggapi hal tersebut, Facility Management mencoba untuk melakukan peningkatan pelayanan dengan melengkapi fasilitas dan pelayanan yang ada. Penambahan fasilitas yang akan diberikan termasuk penambahan karyawan yang bertanggung jawab untuk pelayanan non-operasional. Dilakukan peningkatan dan penambahan karyawan pada divisi sektor pelayanan non-operasional dengan menyerahkannya pada pihak outsourcing. Penambahaan tenaga kerja melalui outsourcing terbukti meningkatkan kinerja dari pelayanan non-operasional PT. GMF AeroAsia. Namun peningkatan tersebut masih belum dapat memenuhi target perusahaan yang menginginkan pelayanan dapat mencapat 4.5. Penelitian ini bertujuan untuk mengetahui kondisi saat ini terhadap layanan outsourcing terhadap pelanggan pada saat melakukan maintenance pesawat di PT. GMF Aeroasia menggunakan metode servqual, serta menentukan sistem standar layanan outsourcing berdasarkan skala prioritas melalui metode gap analysis. Berdasarkan hasil dari penelitian, dimensi tangibles memiliki skor yang paling rendah dibandingkan keempat dimensi yang lain. Sehingga diperlukan adanya penambahan dan pemenuhan fasilitas pelayanan yang dibutuhkan oleh pelanggan selama proses mantenance pesawat berlangsung.Abstract— PT. GMF AeroAsia is the Garuda Maintenance Facility Support Center, which serves as an aircraft maintenance center with various types and aircraft registers. When the aircraft maintenance process, it is not left without assistance but there will be personnel who stay to monitor the maintenance process. To support operational maintenance activities, non-operational services are needed to facilitate customer personnel who remain temporarily at PT. GMF AeroAsia during the process of maintaining aircraft carried out. During the service, Facility Management has not been able to meet the company's targets for non-operational services set in point 4.5 and only reach 3.9. In response, Facility Management tries to improve services by complementing existing facilities and services. Additional facilities to be provided include the addition of employees responsible for non-operational services. Increased and added employees in the non-operational service sector division by handing it over to the outsourcing party. The addition of labor through outsourcing has been proven to improve the performance of PT. GMF AeroAsia. But the increase is still not able to meet the target companies who want services can achieve 4.5. This study aims to determine the current condition of outsourcing services to customers when performing aircraft maintenance at PT. GMF Aeroasia uses the servqual method, and determines a standard system for outsourcing services based on a priority scale through the gap analysis method. Based on the results of the study, the dimensions of tangibles have the lowest score compared to the other four dimensions. So it is necessary to add and fulfill the service facilities needed by customers during the aircraft maintenance process.