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All Journal Formosa Journal of Multidisciplinary Research (FJMR)
Raizuli Mahadika Putra mahadika
Sekolah Tinggi Teknologi Kedirgantaraan
Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Education Social Sciences

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Kepuasan Penumpang Terhadap Kualitas Pelayanan Protokol Kesehatan yang Diterapkan Oleh Yogyakarta International Airport Raizuli Mahadika Putra mahadika
Formosa Journal of Multidisciplinary Research Vol. 1 No. 2 (2022): June 2022
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (422.806 KB) | DOI: 10.55927/fjmr.v1i2.559

Abstract

This study aims to determine the effect of service quality on passenger satisfaction, Yogyakarta International Airport, the quality of service in question includes 5 dimensions (tangibles, reliability, responsiveness, assurance, empathy). This research uses quantitative methods. Data collection techniques by distributing statements (questionnaires) in the form of a Likert scale with a sample of 93 respondents. The sampling technique used was the purposive sampling technique. The results of the analysis show that there is a positive and significant influence on the satisfaction of air transportation service users partially, which is 19,901. The results showed that 81.3% of Yogyakarta International Airport's customer satisfaction was influenced by service quality (X) which consisted of five dimensions of tangible, reliability, responsiveness, assurance, and empathy. The remaining 18.7% is influenced by other variables not examined such as price, cost, efficiency and effectiveness.
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