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Domesic Airline Maskapai Penerbangan Lokal Domesic Airport Bandar Udara Lokal Public service layanan Masyarakat

52 SERVICE EXCELLENCE | 03 | VI | JULI 2016

18. Domesic Airline Maskapai Penerbangan Lokal

No BRAND Service Accessibility Service Process People Service Soluion PSQ PSV PSB SQIndex 2016 SQAward 2016 1 Garuda Indonesia 4.2522 4.1469 4.1345 4.1062 4.1534 4.2743 3.6903 4.2195 DIAMOND 2 Ciilink 4.0615 3.9646 4.0000 3.9154 3.9781 3.9692 2.6769 3.9732 GOLDEN 3 Air Asia 3.8893 3.8410 3.8984 3.8689 3.8710 3.8689 2.9180 3.8698 - 4 Lion Air 3.8679 3.7535 3.8591 3.7516 3.7992 3.7358 2.6415 3.7646 - 5 Sriwijaya 3.7333 3.6867 3.6600 3.6667 3.6842 3.6333 2.6333 3.6564 - 6 Others 3.9919 3.8645 3.9935 4.0000 3.9555 3.9355 2.8065 3.9446 - INDUSTRY AVERAGE 3.9924 3.8950 3.9481 3.8889 3.9243 3.9259 2.9521 3.9252

19. Domesic Airport Bandar Udara Lokal

No BRAND Service Accessibility Service Process People Service Soluion PSQ PSV PSB SQIndex 2016 SQAward 2016 1 Juanda Internaional Airport 4.0053 3.9750 4.0212 3.9762 3.9937 4.0635 3.3254 4.0340 DIAMOND 2 Kualanamu Airport 4.1212 4.0848 4.0795 4.0511 4.0839 3.9773 3.3977 4.0224 DIAMOND 3 Soekarno Hata Internaional Airport 4.1053 4.0429 4.0384 4.0316 4.0520 3.9740 3.5428 4.0070 DIAMOND 4 Achmad Yani Airport 3.8563 3.8714 3.9023 3.9052 3.8835 3.9310 2.9655 3.9109 GOLDEN 5 I Gusi Ngurah Rai Internaional Airport 3.9815 3.9630 3.9321 3.9167 3.9490 3.8704 3.1111 3.9036 GOLDEN 6 Adi Sucipto Airport 3.7778 3.6333 3.6778 3.8000 3.7082 3.5333 2.7000 3.6073 - 7 Sultan Hasanuddin Airport 3.5667 3.4821 3.5111 3.8000 3.5714 3.3667 2.9333 3.4532 - 8 Others 3.2431 3.1891 3.1736 3.6250 3.2843 3.1458 2.6875 3.2044 - INDUSTRY AVERAGE 3.9635 3.9160 3.9241 3.9573 3.9361 3.8777 3.2845 3.9024

20. Public service layanan Masyarakat

No BRAND Service Accessibility Service Process People Service Soluion PSQ PSV PSB SQIndex 2016 SQAward 2016 1 Kantor Pelayanan Pajak 3.9893 3.9353 3.9639 3.9699 3.9572 3.8956 3.5422 3.9189 GOLDEN 2 Kereta Api 3.9872 3.8136 3.9513 3.8397 3.8585 3.9231 3.5577 3.8986 GOLDEN 3 Kantor Pelayanan PLN 3.9422 3.8159 3.8402 3.8267 3.8371 3.9034 3.5426 3.8783 GOLDEN 4 Kantor Samsat 4.0109 3.8404 3.8559 3.7937 3.8451 3.7923 3.5137 3.8123 - INDUSTRY AVERAGE 3.9824 3.8513 3.9028 3.8575 3.8745 3.8786 3.5390 3.8770 research conducted by : 53 SERVICE EXCELLENCE | 03 | VI | JULI 2016

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