PENGARUH AIRPORT SERVICE QUALITY TERHADAP PASSENGER SATISFACTION DI BANDARA INTERNASIONAL SOEKARNO HATTA

    Fadjri Noor Ardiansyah, - (2018) PENGARUH AIRPORT SERVICE QUALITY TERHADAP PASSENGER SATISFACTION DI BANDARA INTERNASIONAL SOEKARNO HATTA. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    “Pengaruh Airport Service Quality
    Terhadap Passenger Satisfaction Di Bandara Internasional
    Soekarno Hatta (Survei Terhadap Penumpang Bandara
    Internasional Soekarno Hatta), di bawah bimbingan Yeni
    Yuniawati,S.Pd.,MM dan Oce Ridwanudin, SE., MM.
    Kepuasan konsumen mengarahkan untuk mengasumsikan bahwa
    pemasaran terus mengikuti kebutuhan konsumen sebagai dasar asumsi
    dalam pengembangan strategi sebuah perusahaan. Kepuasan
    penumpang adalah tujuan penting dari sebuah bandara untuk
    memberikan layanan di dalam bandara. Kepuasan penumpang muncul
    ketika sebuah bandara dapat menyediakan fasilitas yang di berikan
    lebih dari harapan penumpang. Pada penelitian ini, variabel bebas (X)
    yang digunakan yaitu Airport Service Quality yang terdiri dari
    Servicescape, Service Personal, dan Services. Variabel terikat (Y) yaitu
    Passenger Satisfaction. Penelitian ini menggunakan jenis penelitian
    deskriptif dan kausalitas (verifikatif) dan metode penelitian yang
    digunakan adalah pendekatan cross sectional dan metode explanatory
    survey dengan sample jenuh sebanyak 100 penumpang di Bandara
    Internasional Soekarno Hatta. Teknik analisis data yang digunakan
    adalah regresi linier berganda. Hasil penelitian menunjukan bahwa
    Airport Service Quality yang terdiri dari Servicescape, Service
    Personal, dan Services memberikan pengaruh yang signifikan terhadap
    Passenger Satisfaction. Faktor yang paling mempengaruhi adalah
    Servicescape, Bandara Internasional Soekarno Hatta dapat
    mengimplementasikan dengan baik desain gedung, kenyamanan dan
    tanda/symbol untuk menunjang penumpang selama berada di dalam
    bandara. Faktor yang memberikan pengaruh paling rendah di Airport
    Service Quality adalah Service Personal, aspek ini perlu ditingkatkan
    dengan memberikan pelayanan terbaik antara karyawan memberikan
    tanggapan kepada penumpang dan juga memberikan kejelasan indentik
    perbedaan pada karyawan bandara dengan maskapai agar tidak salah
    persepsi penumpang terhadap karyawan. Faktor yang memberikan pengaruh paling rendah di Passenger Satisfaction adalah Services.
    Dalam hal ini harus meningkatkan ketersediaan salon dan spa di dalam
    lounge umum pada saat menunggu penerbangan maupun hanya transit,
    ;---“The Influence of Airport Service
    Quality toward Passenger Satisfaction at Soekarno Hatta
    International Airport” (Survey on passenger in Soekarno Hatta
    International Airport), under the guidance of Yeni
    Yuniawati,S.Pd.,MM and Oce Ridwanudin, SE.,MM.
    Consumer satisfaction directs to assume that marketing continues to
    follow consumer needs as a basis for assumptions in developing a
    company's strategy. Passenger satisfaction is an important goal of
    an airport to provide services in an airport. Passenger satisfaction
    arises when an airport can provide facilities provided more than
    passenger expectations. On this research, the independent variable
    (X) used is Airport Service Quality consisting of Servicescape,
    Service Personal, dan Services. The dependent variable (Y) is
    Passenger Satisfaction. The types of research used is descriptive
    verification, and the method used is explanatory survey and cross
    sectional approach with saturation sampling technique, therefore
    the minimum sample size is as many as 100 passengers at Soekarno
    Hatta International Airport. Techniques of data analysis and
    hypothesis testing used multiple linear regression. The results
    showed that Airport Service Quality consisting of Servicescape,
    Personal Service, and Services had a significant influence on
    Passenger Satisfaction. The most influencing factor is Servicescape,
    Soekarno Hatta International Airport can implement well the .edu
    building design, comfort and signs to support passengers while in
    the airport. The factor that has the lowest influence is the Personal
    Service, this aspect needs to be improved by providing the best
    service between employees responding to passengers and also
    providing identical clarity of differences to airport employees with
    the airline so as not to misperceive the passengers towards
    employees. The factor that has the lowest influence on Passenger
    Satisfaction is Services. In this case must increase the availability of
    salons and spas in the public lounge while waiting for flights or just
    transit.

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    Official URL: http://repository.upi.edu
    Item Type: Thesis (S1)
    Additional Information: No. Panggilan : S MPP FAD p-2018; Pembimbing : I. Yeni Yuniawati, II. Oce ridwansyah; NIM : 1306891.
    Uncontrolled Keywords: Airport Service Quality, Passenger Satisfaction dan Bandara Internasional Soekarno Hatta, Airport Service Quality, Passenger Satisfaction dan Soekarno Hatta International Airport.
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata
    Depositing User: Ryan Taufiq Qurrohman
    Date Deposited: 09 Jan 2020 08:20
    Last Modified: 09 Jan 2020 08:20
    URI: http://repository.upi.edu/id/eprint/44374

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