Pengaruh Motivasi Kerja PT. Gapura Angkasa Terhadap Kualitas Pelayanan Penumpang di Bandar Udara Internasional Ahmad Yani Semarang

Abstract

Abstrak

Kualitas pelyanan berarti tingkat layanan yang terkait dengan harapan dan kebutuhan pelanggan. Yang mana ini berarti bahwa perusahaan dapat dikatakan mampu menyediakan produk baik barang ataupun jasa, jika sesuai dengan keinginan pelanggan. Jika pelanggan merasa puas dengan produk serta pelayanan perusahaan, berarti kualitas pelayanan dikatakan baik. Kinerja pelayanan kebandarudaraan perlu meningkatkan kualitas pelayanan yang efektif dan efisien, sehingga bandar udara mampu bersaing dalam kancah regional dengan menghasilkan produk pelayanan bermutu dan biaya relatif terjangkau oleh para pengguna jasa. penulis tertarik mengambil judul “Pengaruh Motivasi Kerja Gapura Angkasa Terhadap Kualitas Pelayanan Penumpang Di Bandar Udara Internasional Ahmad Yani Semarangâ€. memiliki rumusan masalah Apakah motivasi kerja Gapura Angkasa berpengaruh terhadap kualitas pelayanan penumpang di Bandar Udara Internasional Ahmad Yani Semarang. Penelitian ini menggunakan metode kuantitatif atau metode penelitian yang berlandaskan pada filsafat potivisme. Adapun sumber data yang digunakan adalah data primer dan data sekunder, data primer data yang di dapat dari karyawan PT. Gapura Angkasa yang dimintai tanggapan melalui kuesioner yang diberikan, tentang variabel penelitian yang meliputi variabel Motivasi Kerja dan variabel Kualitas pelayanan penumpang. Berdasrkan analisa data yang dilakukan, diperoleh kesimpulan bahwa variabel motivasi kerja (X) berpengaruh secara signifikan terhadap variabel kualitas pelayanan kepada penumpang (Y) dan sumbangan antara variabel motivasi kerja terhadap kualitas pelayanan penumpang memberikan kontribusi sebesar R square terdapat angka 0,126 artinya bahwa variabel motivasi kerja  (X) memberikan kontribusi sebesar 0,126  atau 12,6% terhadap kualitas pelayanan kepada penumpang.

Kata Kunci: Motivasi Kerja, Kualitas Pelayanan Penumpang, PT. Gapura Angkasa.

 

Abstract

Service quality means the level of service related to customer expectations and needs. Which means that the company can be said to be able to provide products, both goods and services, if it is in accordance with the wishes of the customer. If the customer is satisfied with the company's products and services, it means that the quality of service is said to be good. The performance of airport services needs to improve the quality of services that are effective and efficient, so that airports are able to compete in the regional arena by producing quality service products and relatively affordable costs for service users. The author is interested in taking the title "The Effect of Gapura Angkasa's Work Motivation on the Quality of Passenger Service at Ahmad Yani International Airport, Semarang". has a problem formulation Does Gapura Angkasa's work motivation affect the quality of passenger service at Ahmad Yani International Airport, Semarang. This research uses quantitative methods or research methods based on the philosophy of potivism. The data sources used are primary data and secondary data, primary data data obtained from employees of PT. Gapura Angkasa were asked for responses through a questionnaire that was given, regarding research variables which included work motivation variables and passenger service quality variables. Based on the data analysis carried out, it was concluded that the work motivation variable (X) had a significant effect on the variable quality of service to passengers (Y) and the contribution between the work motivation variable on the quality of passenger service contributed to R square there was a number 0.126, meaning that the work motivation variable (X) contributed 0.126 or 12.6% to the quality of service to passengers.

Keywords: Work Motivation, Passenger Service Quality, PT. Space Gate.