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All Journal MES Management Journal
Clarista Sukma Ardhana
Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
Religion Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Pengaruh Kualitas Pelayanan Petugas Check-In Counter terhadap Kepuasan Penumpang Maskapai Citilink di Bandar Udara Internasional I Gusti Ngurah Rai Bali Clarista Sukma Ardhana; Kifni Yudianto
MES Management Journal Vol. 3 No. 1 (2024): MES Management Journal 
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v3i1.139

Abstract

This research aims to determine the influence of service quality on passenger satisfaction on Citilink airline passenger satisfaction at I Gusti Ngurah Rai Bali. This research uses quantitative methods. The data collection technique is by distributing statements (questionnaires) to a sample of 109 respondents. The sampling technique uses the Purposive Sampling technique, namely a sampling technique with certain decisions. Hypothesis testing uses multiple regression with t test and coefficient of determination. The results of the analysis show that service quality can be seen to have a significant positive impact on passenger satisfaction on Citilink airlines amounting to 14,884 on customer satisfaction. Influence of service quality variables. The research results show that 67.1% of Citilink airline customer satisfaction is influenced by service quality which consists of five dimensions, tangible, reliability, responsiveness, assurance and empathy. The remaining 32.9% is influenced by other variables not studied such as brand image, ticket prices and discounts.
Co-Authors Kifni Yudianto