E-Jurnal Ekonomi dan Bisnis Universitas Udayana
VOLUME.11.NO.04.TAHUN.2022

INOVASI BAGGAGE HANDLING SYSTEM DI BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI BALI

Jimmy Yan Eka Tampubolon (Unknown)
I.G.N. Putra Suryanata (Universitas Pendidikan Nasional, Bali, Indonesia)

Article Info

Publish Date
30 Apr 2022

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

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Journal Info
E-Jurnal Ekonomi dan Bisnis Universitas Udayana
Website

Abbrev

EEB

Publisher

Universitas Udayana

Subject

Economics, Econometrics & Finance Education

Description

E-Jurnal Ekonomi dan Bisnis Universitas Udayana (EEB) is an electronic scientific journal that publishes the results of economic and business studies. EEB is published periodically every month with an online format. EEB Editor receives written results of studies in the fields of economics, ...