Pengaruh Kualitas Pelayanan Dan Ketersediaan Fasilitas Terhadap Kepuasan Penumpang di Ruang Tunggu Bandar Udara Ahmad Yani Semarang

Authors

  • Mohammad Jordan Andriansyah N Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
  • Nur Makkie Perdana Kusuma Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i1.2585

Abstract

Abstrak

Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh antara kualitas pelayanan dan ketersediaan fasilitas terhadap kepuasan penumpang yang ada diruang tunggu Bandar Udara Ahmad Yani Semarang, Penelitian ini menggunakan menggunakan metode kuantitatif, adapun data yang dipakai adalah data primer dengan teknik pengumpulan data menggunakan kuisioner dan membutuhkan sampel sebanyak 80 orang responden. Objek penelitian ini difokuskan kepada penumpang yang sedang berada di ruang tunggu Bandar Udara Ahmad Yani Semarang. Dalam penelitian kuantitatif ini jumlah sampel sumber data dipillih menggunakan teknik purposive sampling. Data akan di uji menggunakan uji instrumen, uji regresi linear berganda, uji hipotesis berupa uji t, uji F dan Koefisien determinasi menggunakan Software SPSS versi 22. Hasil penelitian ini menunjukan bahwa variabel kualitas pelayanan dan ketersediaan fasiltas berpengaruh secara parsial maupun simultan terhadap kepuasan penumpang di ruang tunggu Bandar Udara Ahmad Yani Semarang. Selain itu nilai R-Square dari kualitas pelayanan dan ketersediaan fasilitas sebesar 75,4% sedangkan sisanya 24,6% dipengaruhi oleh variabel lain yang tidak dimasukan dalam penelitian ini.

Kata Kunci : Kualitas Pelayanan, Ketersediaan Fasilitas, Kepuasan Penumpang

Abstract

This study aims to determine how much influence the quality of service and the availability of facilities have on the satisfaction of passengers in the waiting room at Ahmad Yani Airport, Semarang, This study uses quantitative methods, while the data used is primary data with data collection techniques using questionnaires and requires a sample of 80 respondents. The object of this research is focused on passengers who are in the waiting room of Ahmad Yani Airport, Semarang. In this quantitative study, the number of sample data sources was selected using a purposive sampling technique. The data will be tested using instrument tests, multiple linear regression tests, hypothesis testing in the form of t tests, F tests and the coefficient of determination using SPSS software version 22. The results of this study indicate that the variables of service quality and availability of facilities partially or simultaneously affect passenger satisfaction in the waiting room of Ahmad Yani Airport, Semarang. In addition, the R-Square value of service quality and availability of facilities is 75.4% while the remaining 24.6% is influenced by other variables not included in this study.

Keywords: Service Quality, Facility Availability, Passenger Satisfaction

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Published

2022-05-12

Issue

Vol. 6 No. 1 (2022): June 2022

Section

Articles

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