SELF-ESTEEM AND EXCEED EXPECTATION ANALYSIS AIRPORT OPERATION CONTROL CENTER (AOCC) ON AIRPORTCOLLABORATIVE DESICION MAKING (A-CDM)

Abstract

To become the airport that can compete at the world level, PT Angkasa Pura I strives to provide the best service possible while also adding value to the airport service user experience (customer’s experience). The shift in expectations of airport service users requires an increase in the types of services in the digitalization era. Current changing habits have made all airports support companies evaluation and innovate creatively to meet the needs of airport service users through the Airport Operation Control Center (AOCC) implementation work program. The research was conducted at PT. Angkasa Pura I Gusti Ngurah Rai International Airport Branch using quantitative and qualitative methods, with the number of samples taken saturated as many as 158 people. The data were collected using the instrument in the form of a statement sheet with a Likert scale model. The research used the technical analysis of linear regression, correlation, coefficient of determination, partial and simultaneous hypotheses. Based on the results, first, the Self-Esteem variable (X1) has a marginal significant effect on A-CDM implementation at PT Angkasa Pura I. This is based on partial hypothesis testing results, showing the t-count value of 3,596 which is greater than t-table in 1.65468 (t-count 3.596 > t-table 1.65468) and sign. 0.000 < 0.0., This indicates that Ha is accepted while Ho is rejected. Consequently, the Self-Esteem variable has a marginal significant effect on A-CDM implementation at PT Angkasa Pura I. Second, the Exceed Expectation (X2) variable has a partial significant effect on the implementation of A-CDM at PT. Angkasa Pura I. It is based on the results of partial hypothesis testing, showing the value of t-count of 2,964 which is greater than t-table of 1,65468 (2,964 > 1,65468) and sig. 0.000 < 0.05. It means that Ha is accepted while Ho is rejected, meaning that the Exceed Expectation variable has a partial significant effect on the implementation of A-CDM at PT Angkasa Pura I. Then, from the coefficient of determination, it is obtained that an R-square value of 0.405 which means that the independent variable has the ability to explain the amount of variation in a dependent variable, which is 40.5%, the remaining 59.5% is influenced by other variables which are not included in this research. this is based on the results of partial hypothesis testing, showing the value of t-count of 2,964 which is greater than t-table of 1,65468 (2,964 > 1,65468) and sig. 0.000 < 0.05, This means that Ha is accepted while Ho is rejected, meaning that the Exceed Expectation variable has a partially significant effect on the implementation of A-CDM at PT Angkasa Pura I. From the coefficient of determination, it is obtained that an R-square value of 0.405 which means that the independent variable has the ability to explain the amount of variation in a dependent variable, which is 40.5%, the remaining 59.5% is influenced by other variables which are not included in this research. This is based on the results of partial hypothesis testing, showing the value of t-count of 2,964 which is greater than t-table of 1,65468 (2,964 > 1,65468) and sig. 0.000 < 0.05, This means that Ha is accepted while Ho is rejected, meaning that the Exceed Expectation variable has a partial significant effect on the implementation of A-CDM at PT Angkasa Pura I. While from the coefficient of determination, it is obtained an R-square value of 0.405 which means that the independent variable has the ability to explain the amount of variation in a dependent variable, which is 40.5%, the remaining 59.5% is influenced by other variables which are not included in this research.