Pengaruh Kualitas Pelayanan dan Ketersediaan Fasilitas Terhadap Kepuasan Penumpang di Ruang Tunggu PT Angkasa Pura I Bandar Udara Internasional Sams Sepinggan Balikpapan

Abstract

Abstrak

Di era New Normal pandemi Covid-19 industri penerbangan mulai bangkit kembali, hal ini mengakibatkan jumlah penumpang transportasi udara seperti pesawat udara mengalami kenaikan. Terutama yang terjadi di Bandara Internasional SAMS Balikpapan, tercatat pada Semester I tahun 2021 terdapat1.429.731 penumpang dan pada semester I tahun 2022 tercatat 1.748.178 penumpang. Meningkatnya jumlah penumpang memaksa pihak pemerintah terkait dan penyedia jasa pelayanan harus menyediakan serta meningkatkan fasilitas sarana dan prasarana yang ada di bandar udara. Metode atau pendekatan yang digunakan ialah kuantitatif. Sumber data primer yang diperoleh dengan kuisioner yang didistribusikan kepada penumpang di Bandar Udara Internasional SAMS Balikpapan sebanyak 100 responden dengan teknik analisa data memakai uji regresi linier berganda, Uji F, Uji T dan koefisien determinasi (R2). Data sekunder berupa dokumen,buku,jurnal, dan regulasi sebagai data pendukung dan pelengkap penulisan penelitian ini. Berdasarkan hasil olah data, secara parsial adanya pengaruh yang signifikan kualitas pelayanan terhadap kepuasan penumpang di ruang tunggu bandar udara intenasional SAMS Sepinggan dengan thitung ttabel atau 3,435 1, 984 serta nilai signifikansinya 0,000 dan besar pengaruh variabel kualitas pelayanan dan ketersediaan fasilitas terhadap kepuasan penumpang yaitu 0,726 (72,6 %).

Kata Kunci: Peningkatan Jumlah Penumpang, Sarana, Prasarana, Kepuasan Penumpang

Abstract

In the New Normal era of the Covid-19 pandemic, the aviation industry began to rise again, this resulted in the number of air transportation passengers such as airplanes increasing. Especially what happened at the SAMS Balikpapan International Airport, it was recorded that in the first semester of 2021 there were 1,429,731 passengers and in the first semester of 2022 there were 1,748,178 passengers. The increasing number of passengers forces the relevant government parties and service providers to provide and improve existing facilities and infrastructure at the airport. The method used is quantitative. Sources of primary data obtained by questionnaires distributed to passengers at SAMS Balikpapan International Airport as many as 100 respondents with data analysis techniques using multiple linear regression test, F test, T test and coefficient of determination (R2). Secondary data in the form of documents, books, journals, and regulations as supporting data and complementary writing this research. Based on the results of data processing, partially there is a significant effect of service quality on passenger satisfaction in the waiting room of the SAMS Sepinggan international airport with tcount ttable or 3,435 1,984 and the significance value is 0.000 and the large influence of service quality variables and availability of facilities on passenger satisfaction is 0.726 (72.6 %).

Keywords: Increasing the Number of Passengers, Facilities, Infrastructure, Passanger Satisfaction