Pengaruh Kualitas Pelayanan Dan Harga Tiket Terhadap Kepuasan Pelanggan Maskapai Penerbangan Nam Air Di Bandar Udara Internasional Supadio Pontianak

Authors

  • Matius Anjar Utama Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
  • Fryda Fatmayati Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i1.2912

Abstract

Abstrak

Pengaruh kualitas pelayanan dan harga tiket merupakan salah satu faktor penting yang dapat mempengaruhi kepuasan pelanggan terhadap suatu maskapai penerbangan. Seiring berkembangnya industri penerbangan, memberikan berbagai macam maskapai penerbangan yang menyesuaiakan dari segi kualitas pelayan dan harga tiket sehingga semakin menarik minat dari beberapa pelanggan beranekaragamnya materi pembelajaran dalam hal memberikan kualitas pelayanan kepada pelanggan. penelitian dengan judul “Pengaruh Kualitas Pelayanan dan Harga Tiket Terhadap kepuasan Pelanggan di Maskapai Penerbangan Nam Air di Bandar Udara Internasional Supadio Pontianak.†Memiliki tujuan penelitian yang diantaranya adalah : untuk mengetahui apakah terdapat pengaruh dari Kualitas Pelayanan dan dan Harga Tiket baik secara parsial maupun simultan terhadap kepuasan pelanggan di Maskapai Penerbangan Nam Air di Bandar Udara Internasional Supadio Pontianak. Penelitian ini menggunakan metode pendekatan kuantitatif. Adapun sumber data yang digunakan adalah data primer dan sekunder yang berkaitan dengan tanggapan penumpang, kajian pustaka, dan jurnal-jurnal mengenai promosi penjualan dan kualitas pelayanan. Data akan dianalisa dengan analisis regresi linier berganda. Landasan teori yang digunakan adalah kualitas pelayanan, harga tiket dan keuasan pelanggan.  Hasil penelitian menunjukan bahwa terdapat pengaruh kualitas pelayanan dan harga tiket baik secara parsial maupun simultan terhadap kepuasan pelanggan Maskapai Penerbangan Nam Air di Bandar Udara Internasional Supadio Pontianak. Hal tersebut dikarenakan nilai thitung > ttabel, untuk Variabel Kualitas Pelayanan adalah sebesar 8,202, dan Variabel Harga Tiket adalah sebesar 4,342. Kemudian hasil pengujian menunjukan bahwa nilai Fhitung adalah sebesar 181,207 > Ftabel sebesar 3,09. Hasil penelitian juga menunjukan bahwa persentase pengaruh kualitas pelayanan dan harga tiket terhadap kepuasan pelanggan adalah sebesar 78,9%, sedangkan 21,1% dipengaruhi oleh faktor lain diluar dari kualitas pelayanan dan harga tiket.

Kata Kunci: kualitas pelayanan, harga tiket, kepuasan pelanggan.

 

Abstract

The influence of service quality and ticket prices is one of the important factors that can affect customer satisfaction with an airline. Along with the development of the aviation industry, providing various kinds of airlines that adjust in terms of service quality and ticket prices so as to attract the interest of several customers who have a variety of learning materials in terms of providing quality service to customers. research entitled "The Influence of Service Quality and Ticket Prices on Customer Satisfaction on Nam Air Airlines at Supadio Pontianak International Airport." Some of the research objectives include knowing whether there is an effect of Service Quality and Ticket Prices, either partially or simultaneously on customer satisfaction at Nam Air Airlines at Supadio International Airport, Pontianak. This study uses a quantitative approach method. The data sources used are primary and secondary data relating to passenger responses, literature review, and journals regarding sales promotion and service quality. The data will be analyzed by multiple linear regression analysis. The theoretical basis used is the quality of service, ticket prices and customer satisfaction. The results showed that there was an effect of service quality and ticket prices either partially or simultaneously on Nam Air's customer satisfaction at Supadio International Airport, Pontianak. This is because the value of tcount > ttable, for the Service Quality Variable is 8,202, and the Ticket Price Variable is 4,342. Then the test results show that the value of Fcount is 181.207 > Ftable of 3.09. The results also show that the percentage of the influence of service quality and ticket prices on customer satisfaction is 78.9%, while 21.1% is influenced by other factors outside of service quality and ticket prices.

Keywords: service quality, ticket prices, customer satisfaction

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Published

2022-06-18

Issue

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

Section

Articles

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Copyright (c) 2022 Matius Anjar Utama, Fryda Fatmayati

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