UPAYA MENINGKATKAN KEPUASAN PENUMPANG MELALUI AIRPORT SERVICE QUALITY DI BANDARA INTERNASIONAL HUSEIN SASTRANEGARA (Survei terhadap Penumpang di Bandara Internasional Husein Sastranegara)

Raden Ghista Prakasita, - (2018) UPAYA MENINGKATKAN KEPUASAN PENUMPANG MELALUI AIRPORT SERVICE QUALITY DI BANDARA INTERNASIONAL HUSEIN SASTRANEGARA (Survei terhadap Penumpang di Bandara Internasional Husein Sastranegara). S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Mengukur kepuasan penumpang di industri penerbangan menjadi semakin sering dan relevan karena penyampaian pelayanan yang berkualitas tinggi sangat penting untuk kelangsungan hidup industri penerbangan. Tingkat kepuasan penumpang di Bandara Internasional Husein Sastranegara dinilai masih kurang baik dikarenakan masih banyaknya penumpang yang memberi keluhan serta memberi ulasan negatif terhadap Bandara Internasional Husein Sastranegara. Oleh sebab itu penelitian ini bertujuan untuk menginvestigasi mengenai pengaruh airport service quality terhadap kepuasan penumpang di Bandara Internasional Husein Sastranegara. Variabel bebas (X) dalam penelitian ini adalah airport service quality yang terdiri dari check in, security, convenience, ambience, basic facilities, dan mobility serta variabel terikat (Y) dalam penelitian ini adalah kepuasan penumpang. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif dengan metode yang digunakan adalah survey dengan teknik explanatory survey. Sampel dalam penelitian ini sebanyak 111 responden yaitu penumpang yang melakukan penerbangan melalui Bandara Internasional Husein Sastranegara dengan teknik yang digunakan adalah systematic random sampling. Teknik analisis data dan uji hipotesis yang digunakan adalah Regresi Linier Berganda. Hasil penelitian menunjukkan bahwa variabel airport service quality memberikan pengaruh yang signifikan terhadap kepuasan penumpang di Bandara Internasional Husein Sastranegara. Dimensi yang memiliki pengaruh paling tinggi terhadap kepuasan penumpang adalah check in sedangkan dimensi yang memiliki pengaruh paling rendah adalah basic facilities. Dengan demikian, penelitian ini memperkuat premis-premis yang telah dikemukakan peneliti sebelumnya bahwa terdapat pengaruh yang signifikan antara variabel airport service quality terhadap kepuasan penumpang. Measuring passanger satisfaction in the aviation industry is becoming increasingly frequent and relevant because the delivery of high quality services is critical to the viability of the aviation industry. The level of passenger satisfaction in Husein Sastranegara International Airport is considered still less good because there are still many passengers who give complaints and give negative reviews on Husein Sastranegara International Airport. Therefore, this study aimed to investigate the impact of airport service quality towards passenger satisfaction which took place in Husein Sastranegara International Airport. The independent variable in this study is airport service quality (X) which consists of six dimensions; check in, security, convenience, ambience, basic facilities and mobility. The dependent variable in this study is passanger satisfaction (Y). The type of this research is descriptive and verificative with the method used was explanatory survey. The sampel of this study are 111 passangers that taking flight at Husein Sastranegara International Airport with the sampling technique used is systematic random sampling. This research employed multiple regression for data analysis technique as well as hypothesis test. Findings showed that the variable of airport service quality contributed a significant impact on passenger satsfaction in Husein Sastranegara International Airport. Dimension with the highest impact on passenger satisfaction is check in, while dimension with lowest impact is basic facilities. Therefore, this study has reinforced the premises put forward by the previous researchers that there is a significant impact between the variable of airport service quality towards passenger satisfaction.

Item Type: Thesis (S1)
Additional Information: No Panggil : S MPP RAD u-2018; Pembimbing : I. Vanessa Gaffar, II. Oce Ridwanudin; NIM : 1404015
Uncontrolled Keywords: Airport Service Quality, Kepuasan Penumpang dan Bandara
Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata
Depositing User: Yayu Wulandari
Date Deposited: 10 Mar 2020 09:00
Last Modified: 10 Mar 2020 09:00
URI: http://repository.upi.edu/id/eprint/47794

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