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Saragih, Afrida Natalia
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Humanities Languange, Linguistic, Communication & Media Social Sciences

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Factors Affecting Passenger Satisfaction at Terminal B Kabanjahe Saragih, Afrida Natalia; Revida , Erika; Trimurni, Februati
PERSPEKTIF Vol. 13 No. 1 (2024): PERSPEKTIF January
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/perspektif.v13i1.10990

Abstract

This research aims to analyze the factors influencing passenger satisfaction at Terminal B Kabanjahe. The study adopts a quantitative approach with a descriptive method, and the data analysis employs SPSS software version 22. The results reveal a positive influence of factors such as product quality, service quality, and emotional factors on passenger satisfaction at Terminal B Kabanjahe. However, there is no significant influence found between price and cost factors and passenger satisfaction at the terminal. Furthermore, when considered simultaneously, product quality, service quality, emotional factors, price, and cost collectively contribute to 44.50% of passenger satisfaction, while the remaining 55.50% is influenced by other external factors beyond the study's model. Other contributing factors to passenger satisfaction involve location, promotion, brand image, reputation, trust, and various other aspects.
Co-Authors Revida , Erika Trimurni, Februati