Pengaruh Kualitas Pelayanan Terhadap Kepuasan Penumpang Selama Covid-19 Di Ruang Tunggu Bandar Udara Internasional Supadio Pontianak

Alisa Alisa (Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta)
Raden Fatchul Hilal (Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta)

Jurnal Kewarganegaraan
Vol 6 No 1 (2022): 1 Januari - 30 Juni 2022 (In Press)

AbstrakTingkat kualitas pelayanan tidak dapat dinilai berdasarkan sudut pandang perusahaan tetapi harus dipandang dari sudut pandang penilaian pelanggan. Karena itu, dalam merumuskan strategi dan program pelayanan, perusahaan harus berorientasi pada kepentingan pelanggan dengan memperhatikan komponen kualitas pelayanan. Kualitas pelayanan yang diberikan sangat lah penting bagi pengguna jasa transportasi udara, penumpang harus merasa nyaman apalagi saat di ruang tunggu yang harus menunggu waktu untuk naik ke pesawat. Penelitian ini bertujuan untuk mengetahui adakah pengaruh kualitas pelayanan terhadap kepuasan penumpang di ruang tunggu Bandar udara internasional supadio Pontianak dan untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan penumpang di ruang tunggu Bandar udara internasional supadio Pontianak. Penelitian ini menggunakan metode kuantitatif, dengan Penumpang yang pernah mendapatkan pelayanan diruang tunggu bandar udara internasional airport supadio Pontianak selama pandemi covid sebagai subyek. jumlah sampel penelitian sebanyak 100 responden yang ditentukan  dengan rumus solvin. Dari Penelitian yang telah dilakukan didapatkan hasil sebagai berikut: 1)Terdapat pengaruh yang positif dan signifikan antara kualitas pelayanan kepuasan penumpang saat covid-19 di rung tunggu bandar udara internasional supadio Pontianak. 2) Besarnya kualitas pelayanan terhadap kepuasan penumpang saat covid-19 di ruang tunggu di bandar udara internasional supadio Pontianak sebesar 49,0%.Kata Kunci:  Kualitas Pelayanan, Kepuasan Penumpang, Ruang Tunggu, Bandar Udara Internasional Supadio Pontianak AbstractThe level of service quality cannot be judged based on the point of view of the  company but must be viewed from the point of view of customer assessment. Therefore, in formulating service strategies and programs, the company must be oriented towards the interests of customers by paying attention to the components of service quality. The quality of service provided is very important for users of air transportation services, passengers must feel comfortable, especially when in the waiting room who have to wait for the time to board the plane. This study aims to find out whether there is an effect of service quality on passenger satisfaction in the waiting room of Supadio Pontianak International Airport and to find out how much influence the quality of service has on passenger satisfaction in the waiting room of Supadio Pontianak International Airport. This study used quantitative methods, with   passengers who had received services in the waiting room of the international airport supadio Pontianak airport during the covid pandemic as subjects. the number of research samples was 100 respondents determined by the solvin formula. From the research that has been carried out, the following results are obtained: 1) There is a positive and significant influence between the quality of passenger satisfaction services during covid-19 at the waiting area of Pontianak supadio international airport. 2) The amount of service quality to passenger satisfaction during covid-19 in the waiting room at Pontianak supadio international airport was 49.0%. Keywords: Quality of Service, Passenger Satisfaction, Waiting Room, Supadio Pontianak International Airport.