ANALISIS PENGARUH FASILITAS, KUALITAS PELAYANAN, DAN KENYAMANAN TERHADAP KEPUASAN PELANGGAN DI BANDARA INTERNASIONAL JENDERAL AHMAD YANI SEMARANG

MERLY, NUR INTAN FIRDAUZY (2019) ANALISIS PENGARUH FASILITAS, KUALITAS PELAYANAN, DAN KENYAMANAN TERHADAP KEPUASAN PELANGGAN DI BANDARA INTERNASIONAL JENDERAL AHMAD YANI SEMARANG. SKRIPSI.

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Abstract

Airports are often perceived as the entrance or gate of an area, region, and country that has even become a special symbol of prostiseel which will be accessed by domestic and international aircraft customers. This study discusses the facilities, service quality and comfort partially and simultaneously to customer satisfaction in using services at the General Ahmad Yani International Airport Semarang. The population in this study was taken from customers from the Semarang General Ahmad Yani International Airport and the samples used in this study were 100 respondents. The sampling technique used is probability sampling with a type of sampling that is Simple Random Sampling. The analytical method used in this study is descriptive analysis and quantitative analysis, then the data are analyzed using multiple linear regression with the help of (Statistical Software) for the Social Sciences Package (SPSS). The results of the hypothesis test show that the facilities, service quality, and comfort variables are partially accountable for customer satisfaction at the General Ahmad Yani International Airport, Semarang. The results of multiple linear regression analysis obtained Y = 3,092 + 0,433X1 + 0,199X2 + 0,194X3 + µ. From this equation it is known that the most dominant variable on customer satisfaction is a variable with a regression coefficient of 0.433. R2 (R square) test results obtained at 0.525 or 52.5%, which means customer satisfaction General Ahmad Yani Semarang International Airport is influenced by variable service quality, and convenience of 52.5% and other factors that affect customer satisfaction of the International Airport General Ahmad Yani Semarang that is equal to 47.5%. Keywords: Quality of service, customer value, convenience, customer satisfaction

Item Type:	Article
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	21 Nov 2019 02:41
Last Modified:	21 Nov 2019 02:41
URI:	http://repository.stimart-amni.ac.id/id/eprint/146

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