Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Penumpang Pesawat Udara Bandara Internasional Adi Soemarmo Surakarta

INDAH P, TIKA (2016) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Penumpang Pesawat Udara Bandara Internasional Adi Soemarmo Surakarta. Other thesis, Universitas Sebelas Maret.

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    Abstract

    ABSTRACT ANALYSIS THE INFLUENCE OF SERVICE QUALITY TO THE PLANE PASSENGERS’ SATISFACTION OF ADI SOEMARMO INTERNATIONAL AIRPORT SURAKARTA TIKA INDAH PUSPITASARI F3213068 The aim of this study is to find out what service dimensions that give influence to the passengers’ satisfaction, from Tangible variable, Reliability variable, Responsiveness variable, Assurance and guarantee variable, and Empathy variable, whether they simultaneously give significant influence to the passengers’ satisfaction, and which variable is the most influencing to the passengers’ satisfaction of Adi Soemarmo International Airport Surakarta. This study uses quantitative descriptive method. The population of this study is plane passengers of Adi Soemarmo International Airport Surakarta, with 100 respondents. The data collecting technique uses questionnaire method, which is computed by 1 – 5 Likerts scale by using validity-test analysis technique and reliability, as well as multiple linear regressions. From the multiple regression analysis, it can be concluded that the Tangible factor has 0.465 regression coefficient value with 0.006 significance level, Reliability has 0.584 regression coefficient value with 0.000 significance value, and Responsiveness has 0.446 regression coefficient value with 0.000 significance value. All the three variables are the most influencing factors to the plane passengers’ satisfaction of Adi Soemarmo International Airport Surakarta. From the simultaneous computation, it is obtained F-valued 333.511 with 0.000 significance value, so that the five variables simultaneously give influence to the satisfaction. From the beta (β) result, it shows that Reliability variable has the highest beta (β) value that is 0.584. So that, the Reliability variable gives the most dominant influence to the customers’ satisfaction. Keywords: Passengers’ Satisfaction, Tangible, Reliability, Responsiveness, Assurance and guarantee, and Emphaty

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    H Social Sciences > HF Commerce
    H Social Sciences > HG Finance
    H Social Sciences > HM Sociology
    H Social Sciences > HV Social pathology. Social and public welfare
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > D3 - Manajemen Pemasaran
    Depositing User: Agista Zulfa Dini
    Date Deposited: 04 Dec 2016 07:03
    Last Modified: 04 Dec 2016 07:03
    URI: https://eprints.uns.ac.id/id/eprint/30524

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