JAKARTA - Juanda International Airport, Surabaya was awarded again. This time, this pridely East Java community airport succeed to obtain the Excellent Service Experience Awards (ESEA) 2014. This award was hold by an independent research agency Carre-Center for Customer Satisfaction & Loyalty (Carre-CCSL), a service and consumer satisfaction consultant. The award for Juanda International Airport was directly received by GM Juanda Airport Trikora Harjo, in Hotel Mulia Ballroom, Jakarta, on Tuesday night (4/2).
"This award for Juanda International Airport was related to customer service that was assessed through direct survey (mystery shopping), which was randomly performed in Jakarta and Surabaya by more than 1000 visits. ESEA 2014 was given as an appreciation for all service indutries participants. Juanda International Airport, in this survey, was succeed to gain 80,057 point or excellent of Indonesian Service Experience Index (ISEI),†clearly explined by Carre-CCSL in its official statement.
This ISEI assessment aspects comprises of three main points, they are Customer Sense Experience, Customer Emotional Experience, and Customer Problem Solution Experience. Customer Sense Experience is an assessment based on physical amenities, neatness and availability of parking area. Customer Emotion Experience is to evaluate service quality based on positive circumstances experienced by customer, among others ease of service access, order queue, as well as officer readiness and hospitality. While Customer Problem Solution Experience evaluates service quality based on win-win solution and product knowledge.
"This award indicated that the objective of Angkasa Pura Airports to enhance customer service had meet the expectation of airport service users,†said Trikora Harjo
Previously, Juanda International Airport was also obtained ASEAN Airport of The Year in the ASEAN Commercial Aviation Awards Langkawi International Maritime & Aerospace Exhibition (LIMA) 2013 and gained the Best Performing Indonesian Airport of The Year in the Frost & Sullivan Aerospace Award 2013. Besides, Juanda International Airport was also awarded The Best Airport in the Airport Award for three consecutive years, from 2011 until 2013.
