IIS, ARISKA (2022) ANALISIS PENGARUH KUALITAS PELAYANAN, NILAI PELANGGAN, DAN KENYAMANAN TERHADAP KEPUASAN PELANGGAN DI BANDAR UDARA H. AS. HANANDJOEDDIN TANJUNGPANDAN, BELITUNG. SKRIPSI.
![[img]](http://repository.unimar-amni.ac.id/style/images/fileicons/text.png) |
Text
4. BAB I.pdf Restricted to Repository staff only Download (136kB) |
|
Text
5. BAB II fix.pdf Restricted to Repository staff only Download (167kB) |
|
Text
6. BAB III fix ii.pdf Restricted to Repository staff only Download (218kB) |
|
Text
7. BAB IV.pdf Restricted to Repository staff only Download (458kB) |
|
Text
8. BAB V.pdf Restricted to Repository staff only Download (43kB) |
Abstract
Airports are often perceived as the entrance or gate of an area, region, and the State has even become a symbol of its own prosthesis that will be remembered by domestic and international aircraft customers. This study aims to determine the effect of customer service quality value, and partial and simultaneous seara comfort to customer satisfaction in using services at H. Airport AS. Hanandjoeddin Tanjung pandan, Belitung. The population in this study was taken from the customer of H.AS Airport. Hanandjoeddin Tanjung pandan, Belitung and sample used in this research as many as 100 respondents. The sampling technique used is nonprobability sampling with the type of sampling that is Insidential Sampling. The method of analysis used in this research is descriptive analysis and quantitative analysis, then the data is analyzed by using multiple linear regression with Statistic Package For Social Science (SPSS). The result of hypothesis test shows that the variable of service quality, customer value, and comfort have partial influence and are matured on customer satisfaction of H. AS Airport. Hanandjoeddin Tanjung pandan, Belitung. Results of multiple linear regression analysis obtained Y = 3.092 + 0.433X1 + 0.199X2 + 0.194X3 + μ. From the equation is known that the most dominant variable affecting customer satisfaction is variable quality of service with regression coefficient 0.433. Test R2 (R square) obtained results of 0.525 or 52.5% which means that customer satisfaction Airport H. US. Hanandjoeddin dipengarui by variable quality of service, customer value, and comfort that is equal to 52.5% and other factors that affect customer satisfaction Airport H. US. Hanandjoeddin Tanjung pandan, Belitung is equal to 47.5%. Keywords: Quality of service, customer value, convenience, customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 1501.14.067 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 17 Jan 2023 03:35 |
| Last Modified: | 17 Jan 2023 03:35 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4807 |
Actions (login required)
 |
View Item |