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Hubungan Kualitas Pelayanan Mempengaruhi Kepuasan Konsumen Di Bandar Udara Husein Sastranegara Bandung (Batasan Penelitian: Terminal Domestik)
Putri Ayu Lestari (2019) | Tugas Akhir | Manajemen
Bagikan
Ringkasan
Didalam studi ini bertujuan untuk menguji service quality bersama alat ukur comfort(nyaman), proseccing time(waktu pemrosesan), convenience(kenyamanan), courtesy of staff(kesopanan karyawan), information visibility(keberadaan informasi), dan security(keamanan) kepada customer satisfaction di Husein Sastranegara International Airport Bandung. Data dikumpulkan dengan memakai pendekatan kuantitatif studi ini memakai data primer dan data sekunder dengan sistem penyebaran kuesioner kepada responden dengan menggunakan teknik convennience sampling, dengan jumlah sebanyak 204 responden. Didalam studi memakai Respondent Demographic Analysis, Validity and Reliability Test, Statistical Descriptive Analysis, Bivariate Correlation Test, Regression Test. Hasil dari penelitian ini menunjukan bahwa dimensi convenience, courtesy of staff, information visibility, dan security berpengaruh secara positif dan signifikan kepada customer satisfaction, terutama dalam dimensi information visibility. Kemudian, hasil analisis data dan hasil penelitian ini dijadikan luaran untuk memberikan masukan kepada PT. Angkasa Pura II untuk menjadikan kualitas pelayanan lebih baik lagi dan pelanggan merasakan puas akan pelayanan yang diberikan dengan melakukan Improving Inter-Personal Skills Training kepada petugas Aviation Security (AVSEC). Kata kunci: Kualitas Pelayanan, Kepuasan Pelanggan.
Ringkasan Alternatif
The purpose of this study is to measure the quality of service with the measure, comfort, processing time, convenience, courtesy of staff, information visibility, and security for customer satisfaction at Husein Sastranegara Airport Bandung. The data were collected using a quantitative method as primary data and distributing questionnaires to respondents by using convenience sampling technique, with the amount of 204 respondents secondary data for the secondary data. In this study, it is used descriptive analysis, validity test, reliability test, correlation, and regression. The results of this study show that the dimensions of convenience, courtesy of staff, information visibility, and security are influenced positively and significantly toward customer satisfaction, especially in information visibility dimension. However, the results of data analysis and the result of research are used as an output to provide input to PT. Angkasa Pura II in order to make the quality of service better and customers feel satisfied with the services provided by Improving Inter-Personal Skills Training to Aviation Security (AVSEC) officers. Keywords: Service Quality, Customer Satisfaction.