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All Journal IQTISHODUNA JEJAK JURNAL PERSPEKTIF BISNIS AdBispreneur JURNAL INTEGRASI Jurnal Inovasi Bisnis (Inovbiz) JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS JOURNAL OF APPLIED ACCOUNTING AND TAXATION Seminar Nasional FISIP Unila JURNAL EKONOMI PENDIDIKAN DAN KEWIRAUSAHAAN JOURNAL OF APPLIED BUSINESS ADMINISTRATION Jurnal Ilmiah Administrasi Bisnis dan Inovasi Jurnal Ilmiah Akuntansi dan Finansial Indonesia Studi Akuntansi dan Keuangan Indonesia (SAKI) Bahtera Inovasi Interdisciplinary Social Studies Jurnal Bisnis Mahasiswa Co-Value : Jurnal Ekonomi, Koperasi & Kewirausahaan Journal Of World Science Jurnal Pengabdian kepada Masyarakat Politeknik Negeri Batam Jurnal Pengabdian Inovasi dan Teknologi Kepada Masyarakat Aplikasi Administrasi: Media Analisa Masalah Administrasi Journal of Indonesian Economy and Business Proceeding Applied Business and Engineering Conference VALUTA Jurnal Administrasi Bisnis, Manajemen dan Ekonomi Social Sciences Insights Journal Journal of Sustainable Community Development
Shinta Wahyu Hati
Politeknik Negeri Batam
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Journal : JURNAL INTEGRASI

 1 
Analisa Kepuasan Pelanggan Bandar Udara Hang Nadim Batam Rusda Irawati; Aditya Wirangga; Shinta Wahyu Hati
JURNAL INTEGRASI Vol 4 No 2 (2012): Jurnal Integrasi - Oktober 2012
Publisher : Politeknik Negeri Batam

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Abstract

Performance measurement of airport BP Batam as the only airport in Batam, comprehensively and continuously need to continue to do so that the parties can know the condition of the Airport management achievement of its performance, evaluate and subsequently a chance to take a strategic decision as well as operational in order to create improved service and performance improvements in the future.The purpose and objective of this research are: (1) To know the influence of the quality of the service for customers satisfaction at the airport Hang Nadim Batam, (2) to know the levels of customers satisfaction at the airport Hang Nadim Batam. From the results of data processing using regression analysis , get the conclusion that, the biggest impact on customer satisfaction is derived from dimension Reliability, Assurance, Tangible, Emphaty and Responsiveness. The influence of service quality on customer satisfaction was at 48 %, and other factors beyond the quality of the service, an influential amounting to 52 %. There is a direct relationship between significant variable quality of service with customer satisfaction, on average 77% declare satisfied, with the sequence of service quality is responsivenes ( 85 % ) , tangible ( 80 % ) , reliability ( 80 % ) , assurance ( 78 % ), and empaty ( 73 % ). Generally average the satisfaction of passengers and users bandara Hang Nadim , was in the category of 3 ( quite satisfied ). Interval in this category is at the level of 0.75 to 0.99
Co-Authors Ade Rizkia Pratama Adhitomo Wirawan Aditya Wirangga Afriani Kartika Agus Supriyadi Agussa Putra, Pandu Aisyah Juliati Alrido Martha Devano Andayani, Nur Rahmah Andi Erna Mulyana Arinah Dhiaurrahma Arumrasmy, Awik Aryani Aryani Aurora, Angel Ayu Puspitasari Ayu Puspitasari, Ayu Bakhroni, Fery Yudha Bambang Hendrawan Banu Failasuf Buyung Berlianto Atthariq Muzzammil Chandra Novita Danis Furqon Desi Rahmaningtias Desi Ratna Sari, Desi Ratna Diah Amalia Dian Mulyaningtyas Doni Putra Utama Dwi Kartikasari Ersya, Ozy Diva Fandy Bestario Harlan Fauziah, Salsabila Nurul Fedia Restu Feny Rafidah Fikri, Alif Fikri, Nuzuly Fillandini, Raja Frinki, Frinki Fuad Arif Rahman Geliga Tieland Ginting, Eva Valentina Hadyjah, Besse Hasanah, Raja Fillandini Nurul Haya Nabila Shafa Heru Andika Hidayat, Hajan Indira Brahmana Intan, Sutra Ira Listiani Riswana Okta Jessica Olifia Kastella, Cantika Yosdianti Khalilah Ramiza Kiki Rohani Lidya Mariska Mallouhi El Arisni, Shafira Mia Syafrina Monica Elisa Napitupulu Muhammad Zainuddin Mulyaningtyas, Dian Nanik Lestari Naysila, Assyfa Nelmi Sabrina Fitri Ningrum, Selvy Agita Nisa, Atiqotun Novita, Chandra Nur Annisa Nur Rahmah Andayani Nurjanah Nurjanah Nurlidiya Parlewen Nurlidiya Parlewen, Nurlidiya Othanindyah, Larasati Prila Anjani Purnamasari, Dwi Amalia Putri, Aprilia Prastiana Rahayu, Yunita Rahmat Hidayat Rally Ferry Agusta Reza Firnanda RIA ANGGRAINI Riri Zelmiyanti Riri Zelmiyanti, Riri Riska Anjelli Mellinia Riszky Ramadhan Nourlette Rumata Nababan , Yesica rusda irawati Rusda Irawati, Rusda Ryan Fanase Marbun Ryza Dwi Mayasari S.M., Ilham Sahendra, Rezihardi Septiana, Maryani Septiani, Nurulia Serlina Simangunsong Setiawan, Muhamad Yusuf Seto Sulaksono Adi Wibowo, Seto Sulaksono Adi Sri Nurhayani Sri Zuliarni Suci Oktavia Dwi Ningsih Sugeng Riadi Sugeng Riadi Sumarni, Mei Syarifah Syarifah, Syarifah Vina Kholisa Dinuka Wahyu Ningrum Handayani Windy Septiani Harefa Winri Gabriela Dumori Pasaribu Yola Putri Ningsih Yosi Handayani Yovan Sawir Saputra Yulia Nababan Yulinda Yulinda yulinda Yuniarti, Ela Yuniati, Indah Rahma