Effect of Service Quality Lost and Found PT. Gapura Angkasa to Passenger Satisfaction at Bandung Husein Sastranegara International Airport
(1) Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
(2) Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
Corresponding Author
Abstract
As far as the author's observations while conducting pre-research at Husein Sastranegara International Airport in Bandung, the authors see that the lost and found service at Husein Sastranegara International Airport Bandung has deficiencies, namely in human resources (HR) there are only two officers per day. As the author observed, on November 9 2021, at the time of arrival of passengers, officers experienced difficulties dealing with passenger baggage problems, there were passengers who complained about problems with their missing luggage and there were also passengers who experienced luggage damage. The purpose of this study was to find out the services provided by Gapura Angkasa passasi officers in serving passengers to achieve passenger satisfaction. This research is expected to provide an overview for companies to determine the Effect of PT. Gapura Angkasa's Lost And Found Service Quality on Passenger Satisfaction at Husein Sastranegara International Airport Bandung. To further optimize and improve the services provided in order to prioritize passenger satisfaction. This study uses quantitative analysis methods to analyze the effect of the lost and found service quality of PT. Gapura Angkasa on passenger satisfaction at Husein Sastranegara Airport, Bandung. The population in this study were all passengers who used PT. Gapura Angkasa's lost and found service at Husein Sastranegara Airport, Bandung. The research sample used purposive sampling. The samples taken in this study were passengers using lost and found services based on age, occupation, and gender. The criteria for the respondents were passengers who used the lost and found service of PT. Gapura Angkasa Bandung Husein Sastranegara International Airport. The samples taken in this study were 50 respondents. Data collection techniques using questionnaires and documentation. The data analysis technique uses an instrument quality test which consists of a validity test, a reliability test. And test the hypothesis using simple linear regression analysis, T test and the coefficient of determination. Based on the data analysis carried out, it was concluded that there is a significant influence between the variables x (Influence of facilities) and Y (Passenger satisfaction). This can be done through SPSS passenger satisfaction has increased 1%, then the variable influence of facilities will also increase by 0.181. The coefficient is positive, so that it can be stated that there is a relationship between the independent variable (Service Effect) and the dependent variable (Passenger Satisfaction) and the T count 10.904 > T table 1.353 with a significant value of 0.000 <0.05, it can be concluded that the hypothesis (Ho) rejected, and (H1) accepted. the R relationship is 0.879 on the effect of lost and found service quality, which means that 87.9 has an effect on lost and found service quality at Husein Sastranegara Airport, Bandung.
Keywords
References
Alfarizha, Fariz. (2019) Pelayanan Unit Lost and Found PT.Gapura Angkasa Di Bandar Udara Internasional Husein Sastranegara Bandung. Yogyakarta: Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.
Fandi Tjiptono, (2012) service management, mewujudkan layanan prima. Yogyakarta, CV Andi offset
Fandy Tjiptono, Ph.D. 2015. Strategi Pemasaran, Edisi 4, Penerbit Andi, Yogyakarta
Febryana, Inneke. (2019) Pengaruh Penanganan Bagasi Terhadap Kepuasan Penumpang Maskapai Citilink Oleh PT.Gapura Angkasa Di Bandar Udara Internasional Juanda Surabaya. Yogyakarta: Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.
Haerawan. (2018). Pengaruh Kualitas Pelayanan Lost And Found Terhadap Tingkat
Kepuasan Pelanggan Pt. Citilink Indonesia Di Bandar Udara Halim
Perdana Kusuma Tahun 2018. Jakarta : STIE Triguna Jakarta.
Layliantoro, Dyla. (2021). Pengaruh Kualitas Pelayanan Unit Lost and Found Terhadap Kepuasan Penumpang Maskapai Citilink Di Bandar Udara Abdulrachman Saleh Malang. Yogyakarta : Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.
Lukman Sampara. 2011. Manajemen Pelayanan, STIA LAN Press, Jakarta
Oktyaningnoor, Suci. (2021) Analisis Penanganan Bagasi Terhadap Kepuasan Penumpang Maskapai Garuda Indonesia PT.Gapura Angkasa Di Yogyakarta. Yogyakarta: Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.
Pura II, Angkasa. (2020) Bandar Udara Internasional Husein Sastranegara Bandung. PT Angkasa Pura II (Persero).
Safira, Ryannisa. (2021). Pengaruh Kualitas Pelayanan Unit Lost and Found Terhadap Kepuasan Penumpang Maskapai Citilink Indonesia Di Bandar Udara Internasional Juanda Surabaya. Yogyakarta : Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.
Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta
Susilowati, Tri., Andika Panji Saputra. (2021). Peranan Unit Lost and Found Dalam Penanganan Bagasi Yang Bermasalah Pada Maskapai Citilink Indonesia Di Bandara Halim Perdana Kusuma Jakarta. Jakarta : Sekolah Tinggi Penerbangan AVIASI Jakarta.
Article Metrics
Abstract View : 166 timesPDF Download : 169 times
DOI: 10.57235/qistina.v2i1.482
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Tita Ismi Dwi Pitaloka, You She Melly Anne
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.