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Sad Dian Utomo
Institut Ilmu Sosial dan Manajemen STIAMI
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Journal : Jurnal Ilmu Administrasi Publik

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Pengaruh Kualitas Pelayanan Dan Inovasi Pelayanan Terhadap Kepuasan Pelanggan Di Bandar Udara Internasional Halim Perdana Kusuma - Jakarta Nurwan Esacipta August; Dwi Agustina; Winda Wulandari; Sad Dian Utomo; Achmad Barlian
Jurnal Ilmu Administrasi Publik Vol 3, No 1: Januari 2023
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/jiap.v3i1.3019

Abstract

The Influence of Service Quality and Service Innovation on Customer Satisfaction at Halim Perdana Kusuma International Airport   - Jakarta. Wurwan Esacipta August. NPM: CA191221683. This research aims to determine and analyze the influence of service quality and service innovation on customer satisfaction at Halim Perdana Kusuma International Airport-Jakarta. This is based on problems where there are 3 reasons behind the decrease in the number and dissatisfaction of passengers, namely: 1) High ticket prices r 2 Geographical location causing flooding, so airport operations are totally suspended; 3) Pandemic. This research was conducted at Halim Perdana Kusuma International Airport, Jakarta from March 2021 to July 2021. This research used a quantitative approach. Data was collected by distributing questionnaires to 100 service, innovation and customer satisfaction. The results show that there is a significant influence by the     service   quality   variable on           the customer satisfaction variable by 60%, there is a significantlq- influence by the service innovation variable on  customer satisfaction variable by 55.1%, and there is a positive and significant influence given by the variables of service quality and service innovation together on customer satisfaction at Halim Perdana Kusuma International Airport - Jakarta by 68.2%.
Co-Authors Achmad Barlian Dwi Agustina Nurwan Esacipta August Winda Wulandari