Tujuan penelitian ini untuk mengetahui persepsi pelanggan terhadap kualitas pelayanan di area domestik, mengetahui persepsi pelanggan terhadap kualitas pelayanan di area internasional, dan mengetahui apakah terdapat perbedaan antara kualitas pelayanan domestik dan kualitas pelayanan internasional PT. Angkasa Pura II (Persero) Bandara Husein Sastranegara Bandung. Terdapat lima dimensi kualitas pelayanan PT. Angkasa Pura II (Persero) Bandara Husein Sastranegara Bandung yaitu reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Jumlah sampel sebanyak 100 pelanggan domestik dan 100 pelanggan internasional. Hasil penelitian menunjukan bahwa kualitas pelayanan di area domestik dipersepsikan biasa saja oleh responden, begitupun dengan kualitas pelayanan di area internasional yang dipandang biasa saja oleh responden. Terdapat perbedaan rata-rata yang signifikan antara kualitas pelayanan di area domestik dan kualitas pelayanan di area internasional, perbedaan tersebut terdapat pada jaminan, empati, dan bukti fisik, dimana kualitas pelayanan di area domestik dipersepsikan lebih baik daripada kualitas pelayanan di area internasional. Kata Kunci: Kualitas Pelayanan, Bandara

The purpose of this study to determine customer perceptions of service quality in domestic area, the customer perception of service quality in international area, and find out if there is a difference between service quality in domestic area and service quality in international area PT. Angkasa Pura II (Persero) Bandara Husein Sastranegara Bandung. There are five dimensions of service quality PT. Angkasa Pura II (Persero) Bandara Husein Sastranegara Bandung are reliability, responsiveness, assurance, empathy, and tangibles. The total of samples are 100 domestic customers and 100 international customers. The results showed that service quality in domestic area is ordinary perceived by customer, as well as with service quality in international area that is considered normal by customer. There is an average difference is significant between service quality in domestic area and service quality in international area, the difference are assurance, empathy, and tangibles, where the quality of services in domestic area was perceived better than the quality of service in international area. Keywords: Service Quality, Airport

http://digilib.polban.ac.id/gdl.php?mod=browse&op=read&id=jbptppolban-gdl-ayuchotima-4351