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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