Jasa pengiriman barang menggunakan angkutan udara pada saat ini memiliki banyak peminat, sehingga banyak agen-agen ekspedisi pengiriman menggunakan jasa pelayanan pengiriman udara. Salah satu penyedia jasa pelayanan pengiriman udara terdapat di Bandara Juanda Surabaya. PT. Gapura Angkasa merupakan salah satu perusahaan yang memberikan jasa pelayanan di terminal kargo. Seiring dengan peningkatan pengiriman udara maka dilakukan penilaian pelayanan. Hal tersebut dilakukan untuk menjaga kualitas pelayanan agar dapat mengetahui kinerja pelayanan petugas serta mengetahui nilai kinerja pelayanan kargo di terminal kargo domestik Bandara Juanda Surabaya.
Pada penelitian ini pengukuran kualitas pelayanan menggunakan metode Importance Performance Analysis (IPA). Instrument pengambilan data menggunakan penyebaran kuisioner kepada 70 agen perusahaan yang menitik beratkan pada sisi kondisi fisik, kehandalan, daya tanggap, jaminan dan empati. Hasil penellitian ini menyatakan bahwa agen-agen perusahaan menilai kepuasan pelayanan Terminal Kargo Domestik di Terminal 1 Bandara Juanda Surabaya sebesar 79,01% dan termasuk kategori kepuasan sedang.
Freight forwarding services using air transport currently have a lot of customer, so many shipping forwarding agents using air shipping services. One of the air shipping service providers is at Juanda Airport, Surabaya. PT. Gapura Angkasa is one company that provides services at the cargo terminal. Along with the increase in air shipments, an assessment of services was carried out. This was done to maintain the quality of service in order to know the performance of service officers and to find out the value of the performance of cargo services at the domestic cargo terminal, Juanda Airport, Surabaya.
In this study the measurement of service quality using the Importance Performance Analysis (IPA) method. The data collection instrument used questionnaires to 70 company agents that focused on tangible, reliability, responsiveness, assurance and empathy. The results of this study stated that company agents rated the Domestic Cargo Terminal service satisfaction at Terminal 1 of Juanda Airport in Surabaya is 79.01% and moderate satisfaction of category.