Pengaruh Orang, Pelayanan Jasa Dan Fasilitas Terhadap Kepuasan Pelanggan Di Pt.Angkasa Pura I (Persero) - Bandara Juanda Internasional Surabaya

Mesfautri, Angda Nublah (2016) Pengaruh Orang, Pelayanan Jasa Dan Fasilitas Terhadap Kepuasan Pelanggan Di Pt.Angkasa Pura I (Persero) - Bandara Juanda Internasional Surabaya. Sarjana thesis, Universitas Brawijaya.

Abstract

Tujuan dari penelitian ini adalah untuk menganalisa dampak secara parsial pada variable Orang, Pelayanan Jasa, Fasilitas terhadap Kepuasan Pelanggan di PT. Angkasa Pura I (Persero) – Bandara Interasional Juanda Surabaya dan untuk memgetahui manakah variabel yang mempunyai dampak dominan terhadap kepuasan pelanggan di PT. Angkasa Pura I (Persero) – Bandara Interasional Juanda Surabaya. Populasi yang diambil adalah karyawan dari 13 Airlines yang menggunakan fasilitas PT. Angkasa Pura I (Persero) – Bandara Internasional Juanda Surabaya dengan pengumpulan data menggunakan kuisioner. Teknik pengambilan sample adalah purposive sampling dengan melibatkan 56 responden. Teknik yang digunakan untuk menguji hipotesis adalah Regresi Linier Berganda. Berdasarkan hasil penelitian menunjukan bahwa Orang, Pelayanan Jasa dan Fasilitas berpengaruh signifikan terhadap Kepuasan Pelanggan. Selain itu, pengaruh Orang mempunyai pengaruh yang lebih dominan terhadap Kepuasan Pelanggan di PT. Angksa Pura I (Persero) – Bandara Internasional Juanda Surabaya.

English Abstract

The purpose of this study is to analyze the partially affect of variables People, Service and Facilities on Customer Satisfaction at PT. Angkasa Pura I (Persero) of Juanda Airport in Surabaya and to examine the variables, which dominantly affects on Customer Satisfaction at PT. Angkasa Pura I (Persero) of Juanda Airport in Surabaya. The population in this study is employees of 13 Airlines that use PT. Angkasa Pura I (Persero) – Juanda International Airport Surabaya facilities, with collecting data by questionnaire. The sampling technique was purposive sampling with 56 respondents. The technique of hypothesis testing use in this study is Multiple Regression Analysis. Result showed that People, Service and Facilities have significantly effects on Customer Satisfaction. In addition. people have dominant effect on Customer Satisfaction at PT. Angkasa Pura I (Persero) – Juanda International Airport in Surabaya.

Item Type: Thesis (Sarjana)
Identification Number: SKR/FE/2016/878/051705069
Uncontrolled Keywords: Orang, Pelayanan Jasa, Fasilitas dan Kepuasan Pelanggan
Subjects: 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Budi Wahyono Wahyono
Date Deposited: 07 Jul 2017 06:50
Last Modified: 29 Dec 2020 05:55
URI: http://repository.ub.ac.id/id/eprint/48
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