ANALISIS KUALITAS PELAYANAN, KEPERCAYAAN, FASILITAS DAN SERVICESCAPE DALAM MENINGKATKAN KEPUASAN PENUMPANG PENGGUNA JASA BANDAR UDARA JENDERAL AHMAD YANI SEMARANG (Studi kasus PT.Angkasa Pura I Cab. Semarang)

Doni, Paramian Purwaditiya (2019) ANALISIS KUALITAS PELAYANAN, KEPERCAYAAN, FASILITAS DAN SERVICESCAPE DALAM MENINGKATKAN KEPUASAN PENUMPANG PENGGUNA JASA BANDAR UDARA JENDERAL AHMAD YANI SEMARANG (Studi kasus PT.Angkasa Pura I Cab. Semarang). SKRIPSI.

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Abstract

The success of a company engaged in the field of aerial services is if the services offered by the company can be accepted by passengers and can make satisfied passengers satisfied by using their services in the airport (in this research the company in the field of services is compared to General Ahmad Yani Semarang). Passenger Satisfaction is influenced by various factors including service quality, trust, facilities and servicescape. The four have an important role in influencing passenger satisfaction. The purpose of this study was to determine whether there was an influence of service quality, trustworthiness, facilities and servicescape at the General Ahmad Yani airport in Semarang. The sample in this study were 100 respondents who were airport service users of General Ahmad Yani, using purposive sampling techniques. The analysis technique used is Multiple Linear Regression. Based on the analysis the regression equation is obtained as follows: Y = 0,585 + 0,075X1 + 0,267X2 + 0,279X3 + 0,299X4 + µ From the regression equation, it can be seen that the most dominant variable influencing passenger satisfaction is service quality with a regression coefficient of 0.585 and R2 (Adjusted R Square) test results obtained at 0.611 or 61.1%, which means that the satisfaction satisfaction is influenced by service quality variables. , trust, facilities and servicescape, that is equal to 61.1% and other factors that influence passenger satisfaction which is equal to 38.9%. Keywords: Service Quality, Trust, Facilities, ServiceScape and Passenger Satisfaction.

Item Type: Article
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 20 Nov 2019 08:30
Last Modified: 20 Nov 2019 08:30
URI: http://repository.stimart-amni.ac.id/id/eprint/138

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