Dwi, Ayu Puspitasari and Retno, Mulatsih (2022) PENGARUH ASPEK KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG DI BANDARA INTERNASIONAL JENDERAL AHMAD YANI SEMARANG. ARTIKEL ILMIAH.
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PENGARUH ASPEK KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG DI BANDARA INTERNASIONAL A. YANI.pdf Download (1MB) |
Abstract
This research was conducted at Jenderal Ahmad Yani International Airport. Which aims to analyze and explain the effect of the quality of employee services on passenger satisfaction. Research data obtained through questionnaires and interviews. The sample used in. this research is 100 respondents. The results of the study are expected to provide useful information for the management and passenger satisfaction. The data obtained is processed by using descriptive analysis and quantitative stastistical analysis. Quantitative analysis using multiple regression analysis to determine the effect of independent variables to dependent variable, model test, hypothesis test, and yet before the test is dont first test the validity and reliability test. The results of the regression analysis indicated the influence of service quality mix on passenger satisfaction where the results haved a correlation value of R2 square determination of 0,633. Based on these results it accessary be concluded that there any to upgrade the tangible and responsiveness to improve passenger satisfaction. Keyword: Tangible, Reliability, Responsiveness, Assurance, Empathy and Passenger Satisfaction.
| Item Type: | Article |
|---|---|
| Subjects: | Artikel Ilmiah Dosen |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 05 Jun 2023 04:26 |
| Last Modified: | 06 Jun 2023 02:17 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5275 |
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