Pengaruh Kualitas Pelayanan Protokol Covid-19 Terhadap Kepuasan Penumpang Pada Maskapai Super Air Jet Di Bandar Udara Internasional Yogyakarta
DOI:
https://doi.org/10.31316/jk.v6i2.3091Abstract
Abstrak
Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kualitas pelayanan protokol covid-19 terhadap kepuasan penumpang pada maskapai Super Air Jet di Bandar Udara Internasional Yogyakarta, kualitas pelayanan yang dimaksud mencakup 5 dimensi (Tangiable, Reliability, Responsivness, Assurance, Empathy). Penelitian ini di latar belakangi dengan pentingnya memberi kepuasan penumpang melalui kualitas pelayanan yang berkualitas. Metode yang digunakan dalam penelitian ini adalah kuantitatif. Teknik pengumpulan data dengan menyebarkan kuesioner berbentuk skala likert dengan sampel berjumlah 78 responden. Teknik pengambilan sampel dengan menggunakan teknik purposive sampling yaitu teknik pengambilan sampel dengan keputusan tertentu. Pengujian hipotesis menggunakan regresi linier sederhana dengan melakukan uji t. Hasil analisis menunjukkan bahwa terdapat pengaruh positif dan signifikan terhadap kepuasan pengguna jasa angkutan udara dengan menggunakan uji koefisien determinasi didapatkan nilai r yaitu sebesar 0,782 dan R kuadrat sebesar (0,782)² hal ini memiliki arti bahwa pengaruh variabel X (kualitas pelayanan) terhadap variabel Y (kepuasan penumpang) sebesar 61,1% dan sisanya 38,9% dipengaruhi oleh faktor lain yang tidak diteliti oleh peneliti seperti harga, efisiensi dan efektifitas.
Kata Kunci: kualitas pelayanan, protokol covid-19, Bandar Udara Internasional Yogyakarta, maskapai Super Air Jet, kepuasan penumpang.
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Abstract
This study aims to find out how much influence the quality of service of the COVID-19 protocol has on passenger satisfaction on Super Air Jet airlines at Yogyakarta International Airport, the quality of service in question includes 5 dimensions (Tangiable, Reliability, Responsivness, Assurance, Empathy). This research is backgrounded in the importance of providing passenger satisfaction through quality service. The method used in this study is quantitative. The data collection technique was by distributing a questionnaire in the form of a likert scale with a sample of 78 respondents. Sampling technique using purposive sampling technique, which is a sampling technique with a certain decision. Hypothesis testing uses simple linear regression by performing a t test. The results of the analysis show that there is a positive and significant influence on the satisfaction of air transportation service users using the coefficient of determination test obtained the value of R which is 0.782 and R squared by (0.782)² this means that the influence of variable X (quality of service) on variable Y (passenger satisfaction) is 61.1% and the remaining 38.9% influenced by other factors not studied by researchers such as price, efficiency and effectiveness.
Key word : quality of service, covid-19 protocols, Yogyakarta International Airport, Super Air Jet airlines, passenger satisfaction.
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