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All Journal RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL Jurnal Kewarganegaraan QISTINA: Jurnal Multidisiplin Indonesia Aurelia: Jurnal Penelitian dan Pengabdian Masyarakat Indonesia Journal of Education Technology Information Social Sciences and Health Jurnal Ground Handling Dirgantara Flight Attendant Kedirgantaraan: Jurnal Public Relation, Pelayanan, Pariwisata Journal of Law, Education and Business JAMPARING: Jurnal Akuntansi Manajemen Pariwisata dan Pembelajaran Konseling Jurnal Multidisiplin Teknologi dan Arsitektur Journal of Humanities Education Management Accounting and Transportation Journal of Education Transportation and Business
Kifni Yudianto
Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
Religion Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Nursing Physics Public Health Social Sciences Transportation Other

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Journal : Jurnal Kewarganegaraan

 1 
Pengaruh Kualitas Pelayanan Protokol Covid-19 Terhadap Kepuasan Penumpang Pada Maskapai Super Air Jet Di Bandar Udara Internasional Yogyakarta Kifni Yudianto; Nicholas Galih Prakoso
Jurnal Kewarganegaraan Vol 6 No 2 (2022): Desember 2022
Publisher : UNIVERSITAS PGRI YOGYAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (241.215 KB) | DOI: 10.31316/jk.v6i2.3091

Abstract

AbstrakPenelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kualitas pelayanan protokol covid-19 terhadap kepuasan penumpang pada maskapai Super Air Jet di Bandar Udara Internasional Yogyakarta, kualitas pelayanan yang dimaksud mencakup 5 dimensi (Tangiable, Reliability, Responsivness, Assurance, Empathy). Penelitian ini di latar belakangi dengan pentingnya memberi kepuasan penumpang melalui kualitas pelayanan yang berkualitas. Metode yang digunakan dalam penelitian ini adalah kuantitatif. Teknik pengumpulan data dengan menyebarkan kuesioner berbentuk skala likert dengan sampel berjumlah 78 responden. Teknik pengambilan sampel dengan menggunakan teknik purposive sampling yaitu teknik pengambilan sampel dengan keputusan tertentu. Pengujian hipotesis menggunakan regresi linier sederhana dengan melakukan uji t. Hasil analisis menunjukkan bahwa terdapat pengaruh positif dan signifikan terhadap kepuasan pengguna jasa angkutan udara dengan menggunakan uji koefisien determinasi didapatkan nilai r yaitu sebesar 0,782 dan R kuadrat sebesar (0,782)² hal ini memiliki arti bahwa pengaruh variabel X (kualitas pelayanan) terhadap variabel Y (kepuasan penumpang) sebesar 61,1% dan sisanya 38,9% dipengaruhi oleh faktor lain yang tidak diteliti oleh peneliti seperti harga, efisiensi dan efektifitas.Kata Kunci: kualitas pelayanan, protokol covid-19, Bandar Udara Internasional Yogyakarta, maskapai Super Air Jet, kepuasan penumpang. AbstractThis study aims to find out how much influence the quality of service of the COVID-19 protocol has on passenger satisfaction on Super Air Jet airlines at Yogyakarta International Airport, the quality of service in question includes 5 dimensions (Tangiable, Reliability, Responsivness, Assurance, Empathy). This research is backgrounded in the importance of providing passenger satisfaction through quality service. The method used in this study is quantitative. The data collection technique was by distributing a questionnaire in the form of a likert scale with a sample of 78 respondents. Sampling technique using purposive sampling technique, which is a sampling technique with a certain decision. Hypothesis testing uses simple linear regression by performing a t test. The results of the analysis show that there is a positive and significant influence on the satisfaction of air transportation service users using the coefficient of determination test obtained the value of R which is 0.782 and R squared by (0.782)² this means that the influence of variable X (quality of service) on variable Y (passenger satisfaction) is 61.1% and the remaining 38.9% influenced by other factors not studied by researchers such as price, efficiency and effectiveness.Key word : quality of service, covid-19 protocols, Yogyakarta International Airport, Super Air Jet airlines, passenger satisfaction.
Pengaruh Kualitas Pelayanan Check-In terhadap Kepuasan Penumpang di Bandar Udara Internasional Adi Soemarmo Boyolali Evelyna Vindasari Yonathan; Kifni Yudianto
Jurnal Kewarganegaraan Vol 6 No 2 (2022): Desember 2022
Publisher : UNIVERSITAS PGRI YOGYAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (275.545 KB) | DOI: 10.31316/jk.v6i2.3485

Abstract

AbstrakPermasalahan yang timbul di check-in counter biasanya adalah terjadinya penumpukan antrian pada para calon penumpang sehingga mengakibatkan antrian pada check-in counter ,tak hanya itu ada juga penumpang yang mengalami kelebihan bagasi namun dari sisi penumpang tersebut menolak untuk membayar kelebihan bagasinya. Jika sudah seperti itu maka langkah petugas check-in yaitu memberikan informasi terkait SOP (Standard Operating Producer) kepada para calon penumpang. Penelitian ini bertujuan untuk: 1) Untuk mengetahui pengaruh yang ditimbulkan dari kualitas pelayanan check-in counter terhadap kepuasan penumpang di Bandar Udara Internasional Adi Soemarmo Boyolali. 2) Untuk mengetahui seberapa besar dampak pengaruh yang ditimbulkan dari kualitas pelayanan check-in counter terhadap kepuasan penumpang di Bandar Udara Adi Soemarmo Boyolali. Metode penelitian yang digunakan adalah metode kuantitatif. Dengan total sampel yang digunakan dalam penelitian ini sebanyak 100 responden. Adapun responden dalam penelitian ini merupakan para pengguna jasa transportasi udara untuk penerbangan domestik di Bandar Udara Internasional Adi Soemarmo Boyolali. Penelitian ini menggunakan teknik Non-Probability Sampling dengan pendekatan Purposive Sample (sampel bertujuan) karena cara pengambilan sampel sesuai kriteria tertentu. Penelitian ini mempunyai satu variabel independent kualitas pelayanan (X) dan variabel dependent kepuasan penumpang (Y). Hasil penelitian ini menunjukan bahwa H0 ditolak dan Ha diterima yang berarti terdapat pengaruh yang signifikan antara variabel kualitas pelayanan check- in (X) terhadap variabel kepuasan penumpang (Y) dengan hasil Uji t diperoleh 0.000 yang artinya nilai signifikansi lebih kecil dari 0.05 (0.000 < 0.05). Hasil pengujian R Square (R2) disimpulkan bahwa kualitas pelayanan mempengaruhi kepuasan penumpang sebesar 0.181. Dapat ditarik kesimpulan bahwa kualitas pelayanan check-in mempengaruhi kepuasan penumpang sebesar 18.1% dan sisanya sebesar 81.9% dijelaskan oleh varibel lainnya yag tidak diuji kedalam penelitian ini.Kata Kunci: Kualitas Pelayanan, Kepuasan Penumpang, Check-in. AbstractThe problem that arises at the check-in counter is usually the accumulation of queues for prospective passengers, resulting in queues at the check-in counter, not only that there are also passengers who experience excess baggage but from the passenger side they refuse to pay for their excess baggage. If it is like that, the check-in officer's step is to provide information related to the SOP (Standard Operating Producer) to prospective passengers. This study aims to: 1) To determine the effect of service quality check- in counter on passenger satisfaction at Adi Soemarmo Boyolali International Airport. 2) To find out how big the impact of the impact of the quality of check-in counter services on passenger satisfaction at Adi Soemarmo Boyolali Airport. The research method used is a quantitative method. With a total sample used in this study as many as 100 respondents. The respondents in this study were users of air transportation services for domestic flights at Adi Soemarmo Boyolali International Airport. This study uses a Non-Probability Sampling technique with a Purposive Sample approach (purposed sample) because the sampling method is according to certain criteria. This study has one independent variable service quality (X) and the dependent variable passenger satisfaction (Y). The results of this study indicate that H0 is rejected and Ha is accepted which means that there is a significant influence between the check-in service quality variable (X) on the passenger satisfaction variable (Y) with the t test results obtained 0.000 which means the significance value is smaller than 0.05 (0.000 < 0.05). The results of the R Square (R2) test concluded that service quality affects passenger satisfaction by 0.181. It can be concluded that the quality of check-in service affects passenger satisfaction by 18.1% and the remaining 81.9% is explained by other variables that were not tested in this reasearch.Keywords: Service Quality, Passenger Satisfaction, Check-in.
Co-Authors Ainul Marzuki Andhy Wijaya Andi Putri Wulandari Aninda Rahmasari Aridhita Eltia Anggraeni Arik Kurniawan Adi Sutrisno Dani Eka Prasetya Dhea Vita Nataya Diko Ananda Putra Eka Puspita Dewi Wonmaly Ernawati Ernawati Evelyna Vindasari Yonathan Fajar Nur Hidayat Fiera Rahmanda Himawan Indra Budi Lilian Megawati Mareta Naoksavia Biva Mariana Tari Nicholas Galih Prakoso Nunung Haerunisyah Rigel Ramadhan Karfarisi Sherly Oktavia Putri Sulistiawati Sulistiawati Sulistiawati Vina Juniar Prima Dewi Vinsensia Amita Inviola Meo Due