Pengaruh Kualitas Pelayanan Check In Counter Terhadap Kepuasan Penumpang Maskapai Lion Air di Bandar Udara Internasional Adi Soemarmo Solo

Authors

  • Dendi Prabowo Saputro Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
  • Eka Prayudhista Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i3.3888

Abstract

Abstrak

Tujuan penelitian ini guna mengetahui pengaruh kualitas pelayanan check-in counter terhadap kepuasan penumpang maskapai Lion Air Di Bandar Udara AdiSoemarmo Solo. Dengan mempertimbangkan aspek kenyamanan dan keselamatan saat menggunakan transportasi udara. Penelitian ini menggunakan metode kuantitatif dengan teknik pengumpulan data menggunakan kuesioner yang dipilih menggunakan NonProbability Sampling dan subjek penelitian yang digunakan adalah pengguna jasa di Bandar udara AdiSoemarmo Solo yang berjumlah 100 orang. Analisis data dan pengujian hipotesis dilakukan oleh IBM SPSS statistics22 menggunakanan analisis regresi linier berganda. Hasil penelitian menunjukkan Ha1 diterima dan Ha2 ditolak. Artinya bahwa variabel Kualitas Pelayanan Check-In Counter mempengaruhi Kepuasan Penumpang Maskapai Lion Air Di Bandar Udara Internasional Adi Soemarmo Solo. Dimana nilai t hitung variabel kualitas pelayanan sebesar 15.450.

Kata Kunci: Kualitas Pelayanan Check-In Counter Kepuasan Penumpang maskapai Lion Air.

 

Abstract

The purpose of this study was to determine the effect of check-in counterservice quality on Lion Air passenger satisfaction at Adi Soemarmo Airport, Solo. Byconsidering theaspectsof comfortand safetywhenusing air transportation. This study uses quantitative methods with data collection techniques usingquestionnaires selected using Non Probability Sampling and the research subjectsused are service users at Adi Soemarmo Airport Solo, totaling 100 people. Dataanalysis and hypothesis testing were carried out by IBM SPSS statistics 22 usingmultiple linear regressionanalysis. The results showed that Ha1 was accepted and Ha2 was rejected. It meansthat the variable of Check-In Counter Service Quality affects Lion Air Passenger Satisfaction at Adi Soemarmo International Airport Solo. Where the tcount value of the service quality variable is 15,450.

Keyword: Quality of Service Check-In Counter Lion Air Passenger Satisfaction.

References

DAFTAR PUSTAKA

Erlangga, Angga., & Widianto, Barkah Wahyu. 2016. Tingkat Pelayanan Check-In Counter Lion Air Di Bandara Internasional Husein Sastranegara Kota Bandung Menggunakan Metode Antrian

Kotler dan Keller. 2007. Manajemen Pemasaran, Edisi 12, Jilid 1. Jakarta: PT Indeks.

Kotler, Philip. 2009. Manajemen Pemasaran. ed 13. Jakarta : Erlangga

Pustaka-Etalase.(2016, Agustus). Pengertian dan indikator kepuasan pelanggan. Diakses dari https://etalasepustaka.blogspot.com (tanggal 27 April 2020, pukul 21.20 Wib)

Sugiyono. (2016). Metode Penelitian Kuantitatif Kualitatif Dan R&D.

Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif Dan R&D.

Suharto, Abdul Majid. 2018. Customer Service Dalam Bisnis Jasa Transportasi. Depok: Rajawali Pers.

Undang-Undang Republik Indonesia Nomor 1 Tahun 2009 tentang Penerbangan

Downloads

Published

2022-08-29

Issue

Vol. 6 No. 3 (2022): October 2022

Section

Articles

License

Copyright (c) 2022 Dendi Prabowo Saputro, Eka Prayudhista

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

  1. The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
  2. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  3. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).

Lisensi Creative Commons

This work is licensed under a Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.