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.

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Official URL: http://repository.upi.edu

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.

Item Type: Tugas Akhir,Skripsi,Tesis,Disertasi (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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