Pengaruh Kualitas Pelayanan LCC Maskapai Lion Air Terhadap Kepuasan Penumpang Di Bandar Udara Supadio Kalimantan Barat Pontianak

Authors

  • Denta Ryandinata Ar-rasyid Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i1.2752

Abstract

Abstrak

Kualitas pelayanan merupakan suatu hal yang dapat dinilai oleh pelanggan/penumpang dalam hal memenuhi kebutuhan pelanggan. Pelanggan/penumpang akan merasa puas jika kebutuhan dan keinginan sudah terpenuhi dari pelayanan yang diberikan. Dalam penelitian ini memiliki tujuan penelitian diantaranya: 1) Untuk mengetahui pengaruh kualitas pelayanan LCC maskapai Lion Air terhadap kepuasan penumpang di Bandar Udara Supadio Pontianak. 2) Untuk mengetahui seberapa besar pengaruh kualitas pelayanan LCC maskapai Lion Air Terhadap Kepuasan Penumpang di Bandar Udara Supadio Pontianak. Pada penelitian ini, peneliti melakukan penyebaran kuisioner secara Online terhadap para penumpang maskapai Lion Air di Bandar Udara Supadio Pontianak. Penelitian ini menggunakan metode kuantitatif dan teknik analisis data menggunakan Uji Regresi Linier Sederhana, Uji T, Uji Koefisien Derterminasi, dan Uji Deskriptif. Hasil penelitian menunjukan bahwa terdapat pengaruh dari kualitas pelayanan LCC maskapai Lion Air terhadap kepuasan penumpang di Bandar Udara Supadio Pontianak. Di buktikan dengan hasil: 1) Uji T hitung sebesar 13,451 dengan nilai signifikasi diperoleh sebesar 0,000 < 0,05, hal ini mengartikan bahwa terdapat pengaruh Kualitas Pelayanan Maskapai Terhadap Kepuasan Penumpang. 2) persentase yang di dapatkan dari pengaruh kualitas pelayanan LCC maskapai Lion Air terhadap kepuasan penumpang sebesar 69,9% sedangkan 30,1% dipengaruhi oleh variabel lain di luar dari penelitian ini.

Kata Kunci: Kualitas Pelayanan Maskapai, Kepuasan Penumpang, Bandar Udara Supadio Pontianak.

 

Abstract

Service quality is something that can be assessed by customers/passengers in terms of meeting customer needs. Customers/passengers will feel satisfied if their needs and desires have been fulfilled from the services provided. In this study, research objectives include: 1) This study aims to determine the effect of Lion Air's LCC service quality on passenger satisfaction at Supadio Pontianak Airport. 2) to find out how much influence the service quality of Lion Air's LCC on Passenger Satisfaction at Pontianak Supadio Airport. In this study, researchers distributed online questionnaires to Lion Air airline passengers at Pontianak Supadio Airport. This study uses quantitative methods and data analysis techniques using Simple Linear Regression Test, T Test, Coefficient of Determination Test, and Descriptive Test. The results showed that there was an influence of the service quality of Lion Air's LCC on passenger satisfaction at Supadio Pontianak Airport. Evidenced by the results: 1) T-test count of 13,451 with a significance value obtained of 0.000 <0.05, this means that there is an effect of Airline Service Quality on Passenger Satisfaction. 2) the percentage obtained from the influence of Lion Air's LCC service quality on passenger satisfaction is 69.9% while 30.1% is influenced by other variables outside of this study.

Keywords: Airline Service Quality, Passenger Satisfaction, Pontianak Supadio Airport.

References

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Published

2022-06-09

Issue

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

Section

Articles

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Copyright (c) 2022 Denta Ryandinata Ar-rasyid

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