Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Penumpang Luar Negeri Di Bandar Udara Yogyakarta Internasional Airport

Authors

  • Saiful Rahman Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i1.2647

Abstract

Abstrak

Dalam pelayanan customer service di Bandar Udara Yogyakarta Internasional Airport terdapat sebuah pelayanan kepada penumpang luar negeri yang kurang memuaskan. Disebabkan oleh perbedaan budaya, bahasa, tingkah laku dan lain sebagainya. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan customer service apakah berpengaruh atau tidak terhadap kepuasan penumpang luar negeri dan untuk mengetahui berapa besar kepuasan  penumpang luar negeri terhadap pelayanan customer service di Bandar Udara Yogyakarta Internasional Airport. Jenis penelitian ini adalah kuantitatif. Pengambilan data dilakukan 15 – 30 Januari 2022 di  Bandar Udara Yogyakarta Internasional Airport. Data penelitian menggunakan data primer yang disebarkan melalui kuesioner kepada 50 responden Metode analisis data yang digunakan adalah regresi linear sederhana, uji koefisien determinasi dan uji f. Hasil penelitian menunjukan kualitas pelayanan yang diberikan customer service berpengaruh secara positif dan signifikan terhadap kepuasan penumpang luar negeri di Bandar Udara Yogyakarta Internasional Airport. Kontribusi pengaruh variabel pelayanan customer service terhadap kepuasan penumpang luar negeri sebesar 66%.

Kata Kunci : Kualitas pelayanan, customer service, kepuasan penumpang

Abstract

In customer service at yogyakarta international airport there is a service for foreign passengers that is less fulfilling. Due to cultural, linguistic, behavioral differences and so forth. This study aims to understand the quality of customer service to see whether or not its impact on passenger satisfaction abroad and to learn how many foreign passengers feel about customer service at yogyakarta international airport. This kind of research is quantitative. Data retrieval takes place 15-january 2022 at yogyakarta international airport. The research data released through a questionnaire from a primary data analysis to 50 respondents in the data analysis method used is simple linear regression, determination-service coefficients and f-tests showing the quality of customer service having a positive and significant impact on passenger satisfaction at international yogyakarta airport. The variable contribution of customer service service to the satisfaction of overseas passengers by 66%.

Keywords: Quality of Service, Customer Service, Passenger Satisfaction

References

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Published

2022-05-25

Issue

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

Section

Articles

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Copyright (c) 2022 Saiful Rahman

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