Pengaruh Kualitas Pelayanan Check-In terhadap Kepuasan Penumpang di Bandar Udara Internasional Adi Soemarmo Boyolali

Authors

  • Evelyna Vindasari Yonathan Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
  • Kifni Yudianto Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i2.3485

Abstract

Abstrak

Permasalahan yang timbul di check-in counter biasanya adalah terjadinya penumpukan antrian pada para calon penumpang sehingga mengakibatkan antrian pada check-in counter ,tak hanya itu ada juga penumpang yang mengalami kelebihan bagasi namun dari sisi penumpang tersebut menolak untuk membayar kelebihan bagasinya. Jika sudah seperti itu maka langkah petugas check-in yaitu memberikan informasi terkait SOP (Standard Operating Producer) kepada para calon penumpang. Penelitian ini bertujuan untuk: 1) Untuk mengetahui pengaruh yang ditimbulkan dari kualitas pelayanan check-in counter terhadap kepuasan penumpang di Bandar Udara Internasional Adi Soemarmo Boyolali. 2) Untuk mengetahui seberapa besar dampak pengaruh yang ditimbulkan dari kualitas pelayanan check-in counter terhadap kepuasan penumpang di Bandar Udara Adi Soemarmo Boyolali. Metode penelitian yang digunakan adalah metode kuantitatif. Dengan total sampel yang digunakan dalam penelitian ini sebanyak 100 responden. Adapun responden dalam penelitian ini merupakan para pengguna jasa transportasi udara untuk penerbangan domestik di Bandar Udara Internasional Adi Soemarmo Boyolali. Penelitian ini menggunakan teknik Non-Probability Sampling dengan pendekatan Purposive Sample (sampel bertujuan) karena cara pengambilan sampel sesuai kriteria tertentu. Penelitian ini mempunyai satu variabel independent kualitas pelayanan (X) dan variabel dependent kepuasan penumpang (Y). Hasil penelitian ini menunjukan bahwa H0 ditolak dan Ha diterima yang berarti terdapat pengaruh yang signifikan antara variabel kualitas pelayanan check- in (X) terhadap variabel kepuasan penumpang (Y) dengan hasil Uji t diperoleh 0.000 yang artinya nilai signifikansi lebih kecil dari 0.05 (0.000 < 0.05). Hasil pengujian R Square (R2) disimpulkan bahwa kualitas pelayanan mempengaruhi kepuasan penumpang sebesar 0.181. Dapat ditarik kesimpulan bahwa kualitas pelayanan check-in mempengaruhi kepuasan penumpang sebesar 18.1% dan sisanya sebesar 81.9% dijelaskan oleh varibel lainnya yag tidak diuji kedalam penelitian ini.

Kata Kunci: Kualitas Pelayanan, Kepuasan Penumpang, Check-in.

 

Abstract

The problem that arises at the check-in counter is usually the accumulation of queues for prospective passengers, resulting in queues at the check-in counter, not only that there are also passengers who experience excess baggage but from the passenger side they refuse to pay for their excess baggage. If it is like that, the check-in officer's step is to provide information related to the SOP (Standard Operating Producer) to prospective passengers. This study aims to: 1) To determine the effect of service quality check- in counter on passenger satisfaction at Adi Soemarmo Boyolali International Airport. 2) To find out how big the impact of the impact of the quality of check-in counter services on passenger satisfaction at Adi Soemarmo Boyolali Airport. The research method used is a quantitative method. With a total sample used in this study as many as 100 respondents. The respondents in this study were users of air transportation services for domestic flights at Adi Soemarmo Boyolali International Airport. This study uses a Non-Probability Sampling technique with a Purposive Sample approach (purposed sample) because the sampling method is according to certain criteria. This study has one independent variable service quality (X) and the dependent variable passenger satisfaction (Y). The results of this study indicate that H0 is rejected and Ha is accepted which means that there is a significant influence between the check-in service quality variable (X) on the passenger satisfaction variable (Y) with the t test results obtained 0.000 which means the significance value is smaller than 0.05 (0.000 < 0.05). The results of the R Square (R2) test concluded that service quality affects passenger satisfaction by 0.181. It can be concluded that the quality of check-in service affects passenger satisfaction by 18.1% and the remaining 81.9% is explained by other variables that were not tested in this reasearch.

Keywords: Service Quality, Passenger Satisfaction, Check-in.

References

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Published

2022-07-28

Issue

Vol. 6 No. 2 (2022): Desember 2022

Section

Articles

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Copyright (c) 2022 Evelyna Vindasari Yonathan, Kifni Yudianto

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