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All Journal E-Jurnal Ekonomi dan Bisnis Universitas Udayana
Jimmy Yan Eka Tampubolon
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Economics, Econometrics & Finance Education

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INOVASI BAGGAGE HANDLING SYSTEM DI BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI BALI Jimmy Yan Eka Tampubolon; I.G.N. Putra Suryanata
E-Jurnal Ekonomi dan Bisnis Universitas Udayana VOLUME.11.NO.04.TAHUN.2022
Publisher : Fakultas Ekonomi dan Bisnis Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (220.947 KB) | DOI: 10.24843/EEB.2022.v11.i04.p03

Abstract

This research aims to find out and examine intensely how passenger perceived quality service of baggage handling at I GUSTI NGURAH RAI AIRPORT. This research used qualitative method with research subject namely Passenger of International I Gusti Ngurah Rai Airport. Data’s collection technique was performed with in-depth interview. The researcher used Zeithaml and Bitner servqual technique theory. The result of data analysis in this research indicates that the service quality of the baggage handling system (BHS) in the tangible aspect is considered quite good, but in the aspects of reliability, responsiveness, assurance, and empathy, it requires to enhance customer satisfaction in order to improve quality service at I Gusti Ngurah Rai Airport
Co-Authors I Gusti Ngurah Putra Suryanata