Pengaruh Kualitas Pelayanan Dan Inovasi Pelayanan Terhadap Kepuasan Pelanggan Di Bandar Udara Internasional Halim Perdana Kusuma - Jakarta

Nurwan Esacipta August (Institut Ilmu Sosial dan Manajemen STIAMI)
Dwi Agustina (Institut Ilmu Sosial dan Manajemen STIAMI)
Winda Wulandari (Institut Ilmu Sosial dan Manajemen STIAMI)
Sad Dian Utomo (Institut Ilmu Sosial dan Manajemen STIAMI)
Achmad Barlian (Institut Ilmu Sosial dan Manajemen STIAMI)

Jurnal Ilmu Administrasi Publik
Vol 3, No 1: Januari 2023

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%.