Pengaruh Kualitas Pelayanan Dengan Menerapkan Protokol Kesehatan Covid-19 Terhadap Kepuasan Penumpang Maskapai Garuda Indonesia Di Bandar Udara Internasional I Gusti Ngurah Rai Bali

Abstract

Abstrak

Kualitas pelayanan dikatakan memuaskan jika sejalan dengan upaya dan komitmen untuk memeberikan pengalaman terbang yang aman dan nyaman bagi seluruh pengguna jasa khususnya dalam melaksanakan perjalanan pada masa pandemic covid-19. Garuda Indonesia secara konsisten mengedepankan aspek keamanan dan kenyamanan salah satunya dengan secara ketat menerapkan berbagai kebijakan protokol kesehatan di seluruh lini kayanan terutama melalui kebijakan physical distancing selama penerbangan. Penelitian ini bertujuan untuk mengetahui apakah ada pengaruh kualitas pelayanan dengan menerapkan protocol kesehatan covid-19 terhadap kepuasan penumpang maskapai garuda Indonesia di Bandar Udara I Gusti Ngurah Rai Bali dan untuk menegtahui jika ada apakah ada pengaruh kualitas pelayanan dengan menerapkan protokol kesehatan terhadap kepuasan penumpang maskapai Garuda Indonesia di Bandar Udara Internasional I Gusti Ngurah Rai Bali, seberapa besar pengaruh kualitas pelayanan dengan menerapkan protokol kesehatan terhadap kepuasan penumpang maskapai Garuda Indonesia di Bandar Udara Internasional I Gusti Ngurah Rai Bali. Penelitian ini memakai metode kuantitatif, dengan semua penumpang pengguna jasa transportasi udara maskapai Garuda Indonesia penerbangan domestic di bandar udara Internasional I Gusti Ngurah Rai Bali sebagai subyek penelitian. Jumlah sample penelitian sebanyak 1000 responden yang ditentukan dengan rumus slovin. Dari penelitian yang dilakukan didapatkan hasil sebagai berikut: 1)Berdasarkan hasil uji regresi yang sudah dilakukan, dengan hasil konstanta sebesar 16.787 dan Keofisien regresi X sebesar 0,604 dapat ditarik kesimpulan bahwa adanya pengaruh positif dan signifikan antara Kualitas Pelayanan (X) dengan menerapkan protokol kesehatan covid-19 terhadap Kepuasan Kenumpang(Y) Garuda Indonesia di Bandar Udara I Gusti Ngurah Rai Bali. 2)Berdasarkan hasil uji koefiesien determinasi (R Square), maka disimpulkan adanya pengaruh Kualitas Pelayanan (X) dengan menerapkan protokol kesehatan covid-19 terhadap Kepuasan Kenumpang(Y) Garuda Indonesia di Bandar Udara I Gusti Ngurah Rai Bali sebesar 0,345 atau 34,5%, dan selebihnya 64,5% dapat dipengaruhi variable lain diluar dari variable Kualitas Pelayanan.

Kata Kunci: Kualitas Pelayanan, protokol kesehatan covid-19, kepuasan penumpang, Garuda Indonesia, bandra dara Internasional I Gusti Ngurah Rai Bali.

 

Abstract

Service quality is said to be satisfactory if it is in line with efforts and commitments to provide a safe and comfortable flying experience for all service users, especially when traveling during the COVID-19 pandemic. Garuda Indonesia consistently prioritizes security and comfort aspects, one of which is by strictly implementing various health protocol policies across all service lines, especially through physical distancing policies during flights. This study aims to determine whether there is an effect of service quality by implementing the Covid-19 health protocol on Garuda Indonesia passenger satisfaction at I Gusti Ngurah Rai Airport, Bali and to find out if there is an effect on service quality by implementing health protocols on Garuda airline passenger satisfaction. Indonesia at I Gusti Ngurah Rai International Airport in Bali, how much influence does the quality of service by implementing health protocols have on the satisfaction of Garuda Indonesia airline passengers at I Gusti Ngurah Rai International Airport Bali. This study uses a quantitative method, with all passengers using Garuda Indonesia air transportation services on domestic flights at I Gusti Ngurah Rai International airport in Bali as research subjects. The number of research samples was 1000 respondents determined by the slovin formula. From the research conducted, the following results were obtained: 1) Based on the results of the regression test that has been carried out, with a constant result of 16,787 and a regression coefficient of X of 0.604, it can be concluded that there is a positive and significant effect between Service Quality (X) by implementing the covid health protocol -19 on the Satisfaction of Garuda Indonesia Passenger(Y) at I Gusti Ngurah Rai Airport, Bali. 2) Based on the results of the coefficient of determination (R Square), it is concluded that there is an effect of Service Quality (X) by implementing the Covid-19 health protocol on Garuda Indonesia Passenger Satisfaction (Y) at I Gusti Ngurah Rai Internasional Airport, Bali, by 0.345 or 34.5 %, and the remaining 64.5% can be influenced by other variables outside of the Service Quality variable.

Keywords: Quality of Service, Covid-19 health protocol, passenger satisfaction, Garuda Indonesia, I Gusti Ngurah Rai International airport, Bali